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

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.

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: 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

Some Examples of usage

Some Examples of usage

Must-see screens Transaction screens Common payment screens

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.

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.

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

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

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

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 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)

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: