The Exploration of the Interaction Problems of Ticket Vending Machines ─ An Example of Taiwan High Speed Rail

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Due to the rapid development of automation technology, more and more travelers take advantage of ticket vending machines (TVMs) to buy tickets. According to the statistics of newspaper and media reports, the TVMs of Taiwan High Speed Railway Company have usability problems and their utilization rate is low. In order to explore the reasons for the ticket vending machine problem, this study uses observation and focus groups to explore the interaction between traveler and TVM. The results show that the key problem of traveler-TVM interaction is "one question-and-one answer" approach. The design approach causes difficulties and problems when travelers using TVMs. Finally, design principles for TVM design are proposed: (1) to prevent errors and to strengthen management; (2) information content label and hardware should be complete; (3) to avoid inconsistencies in design; (4) to provide safe and effective system function; (5) layout and process make proper arrangements.