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This paper describes a mixed-methods usability study of seven diverse Self-Service Technologies (SSTs). SSTs mediate many of our everyday interactions with individuals, businesses, and government organizations. Parking meters, transport ticket machines, electric vehicle recharge points, and fast-food ordering kiosks are all likely familiar examples of this category of technology, promising convenient access to products and services. Despite their ubiquity, many SSTs suffer from severe usability issues, the nature of which have not been explored to date by the HCI community. This study evaluates the interactions between users and a broad sample of SSTs, details the usability issues that occurred, explores their connections and consequences, and presents a set of design considerations that may lead to their remediation.
Henderson et al. (Mon,) studied this question.
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