User Experience Study on Touchscreen Technology: A Case Study on Automated Payment Machines

The advancement of technology has introduced the use of an Automated Payment Machine (APM) to offer convenience in paying bills, sending funds, purchasing prepaid cards, and other cash transactions. However, the use of this kind of technology is new to the users which makes it crucial to identify whether the current design fits them or not. In line with this, a usability study has shown that users have encountered design issues while using the system. This paper reports on the usability assessment of an APM which investigates the effects of design factors such as method of data input, button color, button placement, and UI standardization. The experiment results provide substantial insights into the usability design issues of the APM. Such results were assessed by measuring the efficiency, effectiveness, and satisfaction followed by computing for their corresponding Single Usability Metric (SUM) for benchmarking. Hence, from the usability results of the redesigned UI, an improvement on the sigma level has been observed.