Assignment Sept. 25th, 2013
Interactive technology: 4TH ST. station Metro Card vending machines at the north east corner of 6TH AVE and 4TH ST.
Assumptions about how it's used: People use touch-screen technology to purchase cards and update their card balances in order to access the MTA.
The context in which it's being used: People use these machines in close proximity to the turn stalls, or entrances to the trains. Often (at least in my case) there is a time pressure to use the machines and make a train, as well as, not piss off everyone waiting behind you.
Observations: There are often line-ups to use these machines and throngs of people moving around them. During my observation, people used the machines to update their balances but also occasionally purchased a new one once they dug around for theirs only to realize it was not on their person. People use these machines in several ways. I will outline the 3 most common that I observed. There are the eagle-eyed pointer/trigger finger users that have done this a million times and know how to get what they want with maximum efficiency. These people although goal directed and savvy, can have trouble with the touch screen on occasion, and may have to press a button more than once (transaction time appx. 45sec-1.5 minutes). Then, there are the "Slow and Steady Wins the Race" users who are very deliberate, but behave with a certain reverence and patience for the machines . They tend to piss people off that are waiting behind them. Again, the touch screen is not always responsive to them, no matter how carefully they operate(transaction time appx. 1.5 sec-2.5 minutes). Finally I observed a few people that seemed bewildered by the choices offered to them as well as the machines themselves. these tended to be older adults and tourist types. They struggled with the wording not knowing what each option would provide them with in terms of actual use of the train system. And as usual, the touch screen was not always responsive(transaction time appx. 2-5 minutes). It should go without saying, these people are the most disruptive users and make good people late everywhere.
Thoughts in relation to this experience and "Design for Disability": I think it is important to try and balance simplicity, universality and accessibility in design. The Metro Card vending machines could stand to update their touch screens, but they are doing a "good enough" job for now. I believe that universal design is more of a challengeable and forever changing ideal. Use and users are pluralistic and amongst populations that have specific challenges, there exists vast amounts of diversity. The goal then, is to design things with the above mentioned balance in mind , but never try to design the ONLY thing. That is, (to use a ballet metaphor) users, like dancers, must try on a number of slippers before they find the one that works for them. Also, in the spirit of scientific discovery, there is no one answer to design problems and people should be open to new developments and challenges to old ways. As the world changes, so should design.
