Vending machine re-design.

What to keep, what to toss?

Felipe Ribeiro&

Lucas Longo

Guiding questions:

1. How can we improve the Metro Card buying experience for individual users?1. Less time required to complete a transaction.2. Less clicks on the screen to get what you want.3. Faster understanding of each screen’s function.4. Greater customer satisfaction.

2. Create a ‘smart’ interface that remembers users to speed up recurring purchases.

Current usage:

• Interaction constitutes a series of screens displayed pending on user input.– Screen options are text based buttons.

• Machine is color coded to separate/distinguish each action area.

• 3 types of interfaces/interactions:– Touch screen– Card readers– Number input pad

• Screens occur sequentially, and require the user to input all information each and every time he wants to buy a Metro Card.

• AUDIO option available - not analyzed

General sequence:

1. START2. LANGUAGE3. TYPE (Buy 5 Get 6, MetroCard, SingleRide)4. TRANSACTION (Refill, Info, New card)5. PAYMENT METHOD (Cash, Credit Card, ATM)6. PAYMENT AMOUNT7. INPUT (insert cash or card)8. CONFIRMATION (you have selected…)9. RECEIPT

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Some Examples of usage

Some Examples of usage

Must-see screens

Transaction screens

Common payment screens

Metrics:

COMPREHENSION: • Time taken for users to understand a particular

frame and make a decision.

ACTION:• Time required for users to respond (touch the

screen) to communicate their decision.

SPEED:• Reduce total time of completing each transaction• Reduce errors (go back/restart)

LAG TIME: • The sum of the time taken to understand and

respond to each frame is the time taken to complete a whole transaction.

Redesign Methodology

• SCREENS:– Rearrange logic/mapping of the screens to shorten

path to final desired option.– Reduce number of screens and touches/clicks– NOT complicate/clutter individual screens making

them less legible or less translatable

• NEW FEATURES:– FastBuy & more short-cut options– Subway map/schedule printout option

• VENDING MACHINE LAYOUT:– Use Metro Card, Credit Card, or ATM as inputs. – Improve card readers placement next to screen.

Screen Redesign Proposals• Start & Language screens

– Use Language Selection screen as start screen– Use flags instead of text– Add more languages

• Metro Card Type screen – Include more short-cuts– Include icons

• Payment Method & Amount screens– Unify screens - method and amounts in one screen

• ALL screens– Simplify phrases– Show past options to be able to go back faster– Basic vs. Advanced user options

Start/language screen

Language?English Español Italiano Français

Deutsch 日本 ( 国 ) 中国 대한민국• Start screen removed• Flags inserted• More language options

MetroCard Type screen

MetroCard type?

• More options• Icons inserted• More shortcuts

RefillNew Single RideValid for 2 hours.

Regular Metro Card

UnlimitedRide

Regular Metro Card

UnlimitedRide

Fast Refill

$10 + $2 BONUS

$20 + $4 BONUS

Payment Method & AmountScreens

• Unified payment method, amounts screen, value input screens• Show ‘history’ of selection

Amount and method?$10 + $2 BONUS

$20 + $4 BONUS

$40 + $8 BONUS

Other amount

OK$ 0.00

987

654

321

0

Cash

Credit Card

ATM

PIN Code

OKXXXX

987

654

321

0

Machine Redesign Proposals

• Card Readers:– Place card readers next to the screen so that screen

can indicate where to insert/remove cards.– Lights to indicate where to insert/remove cards.

• Number pad:– Remove Credit Card/ATM number pad - use screen to

input data.– May not be allowed by the banks.

• Start process:– Allow users to insert Cash, Credit Card, ATM, or Metro

Card before making any selection.– Reduces number of screen selections necessary.

Machine Redesign Proposals

• Place card readers next to the screen

• Lights to indicate where to insert/remove cards.

• Removed number pad

• Start by inserting Cash, Credit Card, ATM, or Metro Card

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TO START: Touch screen, insert MetroCard, Cash, ATM, or Credit Card

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FastBuy option:

• Persistent identity saves time • Verify identity via Credit Card/ATM -

issue Metro Card according to stored preferences (web):– Type of MetroCard to be renewed (weekly,

monthly, etc…)– Payment source to be used - could be different

credit card than one used for identification for corporate accounts for example

FastBuy option: