1. Vending machine re-design.
What to keep, what to toss?
Felipe Ribeiro
&
Lucas Longo

2. Guiding questions:
How can we improve the Metro Card buying experience for individual users?
Less time required to complete a transaction.
Less clicks on the screen to get what you want.
Faster understanding of each screen’s function.
Greater customer satisfaction.
Create a ‘smart’ interface that remembers users to speed up recurring purchases.

3. 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

4. General sequence: START LANGUAGE
TYPE (Buy 5 Get 6, MetroCard, SingleRide)
TRANSACTION (Refill, Info, New card)
PAYMENT METHOD (Cash, Credit Card, ATM)
PAYMENT AMOUNT
INPUT (insert cash or card)
CONFIRMATION (you have selected…)
RECEIPT

5. Some Examples of usage

6. Some Examples of usage

7. Must-see screens
Transaction screens
Common payment
screens

8. Metrics: COMPREHENSION: ACTION: SPEED: LAG TIME:
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.

9. Redesign Methodology SCREENS: NEW FEATURES: VENDING MACHINE LAYOUT:
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.

10. 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

11. Start/language screen
English
Español
Italiano
Français
Start screen removed
Flags inserted
More language options
Deutsch
日本(国) 中国
대한민국

12. MetroCard type? MetroCard Type screen New Refill Fast Refill $10 $20
Single Ride
Valid for 2 hours.
More options
Icons inserted
More shortcuts
Regular
Metro Card
Regular
Metro Card
Fast Refill
$10
Unlimited
Ride
Unlimited
Ride
+ $2 BONUS
$20
+ $4 BONUS

13. Payment Method & Amount Screens
Amount and method?
$10
+ $2 BONUS
$20
+ $4 BONUS
$40
+ $8 BONUS
Other amount OK
$ 0.00 9 8 7 6 5 4 3 2 1
Cash
Credit Card
ATM
PIN Code OK
XXXX 9 8 7 6 5 4 3 2 1
Unified payment method, amounts screen, value input screens
Show ‘history’ of selection

14. 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.

15. Machine Redesign Proposals
TO START: Touch screen, insert MetroCard, Cash, ATM, or Credit Card
(light)
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
(light)
(light)
(light)
(light)

16. 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

17. FastBuy option: