On Transactional Kiosks .:. grubbykid.com

On Transactional Kiosks

Interface design is not one of my specialties, but because I seem to be interacting with these machines with more frequency, their design and implementation are impacting my life more and more.

Below, I look at different approaches to similar functions.

New York City MetroCard Vending Machines

Designed by Antenna Design for the Metropolitan Transportation Authority and installed in all five boroughs, this may be the most used kiosk in the US. The hulking (semi-vandal proof) machines are where you can buy your single-ride, multiple-ride, and unlimited ride MetroCards. They are composed of a touch sreen, card reader, bill & coin receptor and MetroCard dispenser - quite a lot of hardware fit into a fairly small space.

There have been some negative review of the MetroCard Vending Machine (and MeFi reactions) - most notably by Adam Greenfield of V-2.org fame. Most complaints have to do with the multitude of steps needed to simply buy a MetroCard.

Frankly, I think that these machines are the "best of breed" that have surfaced. They are arduous to use, but are magnitudes simpler to use than London's or DC's machines, due to the zone-less subway system. I have found as, an antidote to the 9 or so steps it takes to buy a MetroCard, muscle memory has begun, where I know exactly where to hit which part of the screen when. My MetroCard buying time is down to less than a minute, with swipe.

jetBlue Check-in Kiosk

photo by rnair

I have sung high praise for jetBlue previously, but haven't focused on the Check-in kiosk before. Also designed by Antenna Design, the Self Service Kiosks is the epitome of simple check in. As I am flying more and more, the simple and aesthetically pleasing interface Antenna provided is a welcome respite from other airline's kiosks.

Here are the simple steps to gain a boarding pass:

Dip Credit Card or read barcode
Confirm identity and flight information
Confirm baggage & baggage contents
Review Seat

Keep Seat
Choose new seat

Print Boarding Pass

I can get in and out under 4-5 minutes, and that is with reviewing the seat. What sets jetBlue apart, is that the kiosks do not feel like "bolt-on's" like the other airlines and the kiosks and accompanying graphics reinforce the jetBlue brand, which other airlines kiosks generally do not.

Octopus Card

photo by Rick W

I'm fascinated by the Octopus Cards and would like more information about the interface and graphics (email ima AT grubbykid DOT com). Either way, here is a Single Journey Octopus Card machine analysis and some photos of the Oyster, Octopus & Suica cards.

Conclusion

There really isn't one yet; the "best in breed" - such as jetBlue - entail simple design and a simple "goal path." Where the MTA MVM goes wrong are the multitude of MetroCards available. I think I will want to revisit this in the future, but this is a good start.

Comments

AG says:

The Antenna jetBlue kiosks really do epitomize best practice in this domain, right down to the sound design. They're nonpareil - and just one of the many, many things that jetBlue has gotten right over the years. (We won't talk about the shift to the undrinkable swill Dunkin' Donuts calls "coffee.")

Posted by: AG at December 13, 2006 6:24 PM #

the grubbykid says:

AG - agreed (about both counts). Perhaps jetBlue's success is the limited, and tighter focused, goal path which is a bit more hierarchical than for the MetroCard Vending Machines.

Posted by: the grubbykid at December 13, 2006 7:07 PM #

sweetchuck says:

The JetBlue kiosks (while I have not used one) sound exactly like the ones I've used for Continental. Dip card, confirm flight/seat, and go. It's also essentially the same as using Fandango at movie theaters. The MTA ones work fine for as many options of payment and cards as there are, but it would be nice to see a quick select for single tickets.

And as an aside, I think Dunkin Donuts has the best coffee for a national chain (Starbucks not included because they are evil).

Posted by: sweetchuck at December 14, 2006 10:28 AM #

Jw says:

Chicago's CTA has shifted very easily over to the "Chicago Card", a hard plastic card that is proximity detected at the turnstyle. There are two versions, the auto-refill (Chicago Card PLUS), where money is taken from your bank account whenever your card reaches a predetermined minimum. Then there is the manual refill (Chicago Card), where you simply flash your card at the kiosk, put in money, then flash your card again. The money is transferred instantly to your card.

Pretty snaz, I must say. I use the PLUS version, and the only issue I have is when a turnstyle fails to recognize my card. I don't know if this has to do with the card or the power of the turnstyle.

For people buying a single-ride or a day pass, there are three steps, very easy. The only drawback is that it's still cash-only for that at most stations, if not all.

Posted by: Jw at December 14, 2006 2:03 PM #

arno says:

I hate it when I run for the train and forget to swipe the card all together and smack my balls on the turnstlye....I mean they should install padding to protect the baby maker!! One simple step, padding.....and go.

Posted by: arno at December 14, 2006 5:55 PM #

the grubbykid says:

Arno, haven't you learned to swipe & pivot, so that your hip is the point of contact against the bar? That will eliminate any danger to the baby-maker.