REJSEKORT

Usability Evaluation

Group 5

Maria Thorborg Hansen

Christian Nybo Petersen

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Luise Andersen Hartvig

Nikolaj ApitzChristoffer Ruø Rasmussen

Jens Spanggaard Piltoft

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Evaluating the usability of the Rejsekort

A Rejsekort

The purpose of this report is to evalu-ate the usability of the upcoming Dan-ish Rejsekort system. The report will, amongst other things, focus on how the scripts of the system are read by new users. The evaluation will be based on two different methods; a Heuristic evalu-ation (the Nielsen method) and a regular user involvement based evaluation. The heuristic evaluation will be based on our own personal tests of the system, while the user based evaluation will be focused on seven people of varying age and back-ground. The reason for choosing seven users is that this should, based on a Jakob Nielsens’ theory, result in the discovery of about 90 % of the systems usability prob-lems. Mixing the heuristic- and the user based evaluation should in theory uncover more usability problems than only using one method, and on top of that, different problems.The interesting thing about beginning the study of the new Rejsekort is that the system is only just being implemented, meaning that it, assumingly, is still pos-sible to affect and improve it. Furthermore the system has been criticized quite a bit, so a focus on the particular challenges and

About the project

The concept of Rejsekort

The travelcard is a new payment card made for all public transportation in Denmark. The card is mend to replace the existing ticket systems. At the moment the card is going through a test period, where the card can be used on selected stretches.You buy ore fill up the travelling card at the stations ore the Internet. From the beginning of 2012 you should be able to use the card all over Denmark. The card operates by you checking in at the beginning of the trip and then check-ing out at the end. Thereby the system knows how much to charge. When you check in the system will with-draw a prepayment at the amount of 50 DKK. When you check out and the pay-ment is calculated, the prepayment will be deducted from the price. If you check in and out within 20 minutes, the prepay-ment will not be paid. Because of the prepayment, you can-not travel with the travelcard if the total amount on the card is below 50DKK. If two people are to travel on the same card the amount is 100DKK. If you forget to check out the price will be the prepayment of 50 DKK.You can also gather discount point. The more frequent you travel the more dis-count you will get.

New action

Users now have to check out

The Rejsekort card Main unit Rejsekort scanner

The Rejsekort card uses RFID-technology, meaning that it can be read from a short distance, digitally. So there is no longer any need to clip a ‘klippekort’ or have a physical ticket. All the information is contained within the syste.

On the train stations are main dispenser units. These are used to operate ones Rejsekort. This includes the option to fill up the Rejse-korts credit, changning set-tings and browsing the his-tory of ones Rejsekort. The main units function is also to be able to dispense new Rejsekort, when the system is fully operational.

Scanners are placed on every train station and in every bus. The scanners are used for checking in and out of the system.The scanners will give vari-ous information based on the action of the user,

problems regarding the system is very relevant.

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Heurestic evaluationof the Rejsekort

Visibility of system status

Match between system and the real world

User control and freedom

When interacting with a system, one of the most important things is how the system gives feedback and communicates what is going on. If the system fails to communi-cate information in a simple way, the user might misunderstand the information and will not be able to interact properly. Fur-thermore it is important that the system tells when it changes state.

The Rejsekort-scanners, placed on train stations and inside buses, are equipped with a little LCD-screen that gives a visual feedback. When the user interacts with the system, the system uses text mes-sages on the screen to inform if the ac-tion was executed correctly or not. These messages are short, simple and easy to understand. In addition, the text messages are supported with a sound effect. The system uses three different sound effects; “Bing”, “bong” and “blong”. The “bing” is played when a check-in or a check-out is performed, respectively. When a failure occurs, e.g. no credit or card reading prob-lems, the user will either hear the “blong” or the “bong”. The “blong” corresponds to a check-in failure and “bong” corre-sponds to a check-out failure. The differ-ence between “blong” and “bong” is hardly noticeable but the combination between text and sound makes it very clear when the system changes state and what state it changes to in the given situation. However, if a check-in is performed two times in a row at the same station the user will hear the failure sound “blong” and the message on the screen will say: “OK – Rejsekortet er allerede tjekket ind” (“OK – Rejsekort is already checked in”). This contradicts one another. On the one hand

User control on the scanners is limited since it is only possible to check in and out using the card. If anything happens you have 20 minutes to undo your check-in before you get charged and you can check in and out as many times you like. This is not announced, though, and the user has to find out for him self.The rejsekort dispenser is different, how-ever. The dispenser can not only be used to buy a rejsekort, but it can also be use to check in, check out, change settings etc. That means the user has a lot of options and has to work his way trough the menus to get to the point he or she is searching for. During this, the user gets no indication on how many steps his been trough and you do not have the opportunity to cancel an action or go one step back. If you like to go back, you have to start all over by push-ing the “start forfra” button or by remov-ing the card and then inserting it again.When getting around the menus, the user has the opportunity to use handicap (wheelchair) navigation. The handicap navigation uses arrows at the bottom of the screen instead of pushing the menu buttons. This makes it easier for if you are in a wheelchair and cannot reach the buttons, but the arrows changes position every time you push them and makes it very difficult to navigate. On the main screen you find fire buttons, three of them is for navigation to certain menus, but the fourth just say “more”. When pushing this, you will then get to a new set of menu buttons – a new page. The other set of menus do not differ from the first set and it seems strange that they are not all put on the same page and then categorized with main- and sub-menus. Otherwise it should be clearer that there are two pages with menus. When using the rejsekort dispensers it is

you get an “Ok” message, which normally refer to at accomplished action, but on the other hand you get the failure sound. You will therefore be unsure of what state the system has changed to.If you try the same action by checking out two times in a row you will still get the failure sound, but the message is different and more consistent. The message will now begin with “FAIL” and subsequently tell the user that he or she has to check in before checking out. The changes of states are clearer on the Rejsekort dispenser since it mainly uses visual feedback. Every time a button on the touch panel is pushed the screen changes to another page with a new layout. Therefore the user will not be in doubt when the system changes state.

“OK – have a nice trip”. Since the message is based on a short everyday term, the user only has to glace at it to know what it means which makes it easy and fast to interact with the system. Furthermore the message stays on the screen for long enough for elderly or slow readers to see it.If the system was displaying a long dif-ficult message or a coded message ad-dressed to programmers, many users might have problems to read it or find it frustrating that they could not understand the meaning.

Checked in

Error message - not checked in

Checked out

As described above, the system displays a message when changing state. For in-stance, when the user checks in on one of the scanners the message on the dis-play says: “Ok – God rejse” which means,

English language on the dispenser unit Even though the messages are kept sim-ple, the system is not directed to foreign users. All the messages on the scanners are written in Danish and it does not seem possible to change the language. It is only possible to change the language when using the rejsekort dispensers, but then again the only language available is Eng-lish. On top of the scanners there is a prox-imity sensor that activates a human voice telling which scanner it is. For example, if an object is placed on top of the check-in scanner the voice will say, “check ind”. Again, this is only pronounced in Danish. This makes it very difficult for tourists to use the system and will become an even

bigger problem when the rejsekort system takes over the old existing ticket systems.

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possible to check in more than one per-son. For example, you can add a bike or a child. When the user have don so it is not possible to change the setting before checking out and then you have to redo the check-in with the correct number of passengers. Further, it is not possible to recheck if you punched the right num-ber of passengers. Again you will have to check out and redo the check in.

The zone system in the Copenhagen area is a standard for calculating the travel fares in the capital area. In the beginning of the development of Rejsekortet the zone system was supposed to be abol-ished but these plans later changed. That means that the price of the travels with Rejsekortet in the Copenhagen area is still partly based on the zone system which gives the travelers an idea of the price of the journey if they are familiar with the old system. However some of the dis-counts have changed and the system can-not always be used for direct comparison. The user experience of Rejsekortet will for the customers be very different compared to the old system. However the technology used in Rejsekortet is standardized and has known elements which are also used at other platforms. The plastic card itself is standard sized so it will fit into most wallets and cardholders together with credit cards, driver licenses, study cards, etc, see picture XXXX. The RFID technol-ogy used in Rejsekortet is also a standard technology that is used in many other applications, however the technology is

‘More’ option

The two types of scanners Main dispenser unit

Changing the settings

Consistency and standards

Error prevention

Recognition rather than re-call

still not known to the general public. In other countries like Great Britain and Netherland RFID based traveling cards are already implemented and the system will therefore be recognizable for tourists who already use the technology in their home country.

Rejsekortet can be purchased in automa-tions by paying with a credit card in the same way as when buying ticket coupons in the old system. Alternatively you can order Rejsekortet at the web or buy it in the DSB shops at the stations. In that way the purchase of Rejsekortet is very much similar to the purchasing of tickets in the old system only the web ordering is differ-ent and of cause the layout of the automa-tions is different at the Rejsekort system compared to the old system.

The scanners only have one function each, check in or check out and they are marked with a label according to the function, see picture XXXX. This should prevent users of trying to check in on the check out scanner and vice versa. It is not pos-sible to check in two times in a row with-out checking out in between. If the user doubts if he or she is checked in or out the user can try to check in again. If the card is already checked in the system will then display an error saying “Already checked in” and also respond with the error sound. If a user mistakenly is checking in it is possible to check out again within 20 min-utes on the same station without being charged any money.

The Rejsekort has an option to check in more persons at a time, so several people can travel on the same card. This has to be done on the main units placed at the stations. If the user changes the settings for checking in the only way of knowing the settings is to check the main unit. This means that the user has no way of know-ing how many persons are being checked in, other than looking scanners to see how much credit is being deducted at the point of checking in. This means that the user has to recall his/hers settings for checking in.A concern in the same area is that the credit on the card can only be seen on the main units, the internet and when check-ing out. So when a user checks in, there is no direct way of him/her to see the amount of credit on the card, and thereby no way of knowing if there is enough credit to complete the journey.The system itself, with its scanners and main dispenser unit, is quite recognizable. When one has seen and used the system

One of the most controversial parts of the system is that the user has to remember to check out at the end of the journey. On Zealand (Sjælland) the users have four hours from the check in to check out. There is no direct prevention to comply with the user not checking out but there is a fee of 50 kr. which is affordable to most people. One can then argue that you should never check out when the total price of the journey is more than 50 kr. but this is prevented by closing the user’s card and travel account if the user forgets to check out more than three times within a period of 12 months. At the same time the user is registered in a database and will not be allowed to by a personal or flex Rejsekort for the next 12 months! Because of the RFID technology it doesn’t matter which side of the card that is be-ing placed next to the scanner, this makes the system simpler and safer to use. The RFID readers at the scanners have a short communication range which prevents the system in registering people walking by the scanner with Rejsekort in the pocket. The technology also allows the automa-tions on the stations reading information from the cards just by placing the card in a holder without inserting it into the ma-chine, see picture XXXX, this is very differ-ent from the card slots e.g. for chip cards or magnetic cards. The advantage of this principle is that errors where the machine “keeps” the card will never happen as it is known from e.g. ATMs while there are no mechanical parts that have to “catch” the card inside.

Different types of cards

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Error message - not checked in

Error message - allready checked in

once it will be very easy to use again. Also the main dispenser and account checking unit uses touchscreen and very simple options, to heighten the recognition value rather that the recall value.

The dialogues displayed on both the scan-ner and rejsekort dispensers are very short and only the most necessary infor-mation is given. However, it is sometimes debatable whether the given information is completely comprehensive. On the re-jsekort dispenser it is possible to view the obtained discount level, but the system does not tell you how much that is equiva-lent to.The lack of information is most evident on the physical machines. Both the scanners and the rejsekort dispenser has no text or sign written on it, that informs what kind of ticket system to use. The only recogniz-able part is the blue spot. The blue spot is very easy to note, though and when you get to know the system both the scanners

When an error occurs on the scanners it will play the error sound and display a message, see picture XXXX, on the screen. In that way the user gets two types of feedback. The error sound should call the user’s attention to the error message on the screen which states the type of error with precise and understandable words and in some cases what the user have to do different next time.

On the Rejsekorts’ webpage the system is explained thoroughly. This is online though, and not on the scanners them-selves. So if a user has a question or a problem at the scanners, there is no way to get help (other than going online). The information on how one checks in and out, and how it’s possible to refill ones card is easily accessible on the webpage.When ordering a Rejsekort one also re-ceives documentation on how it is used, how to refill etc. This documentation is in form of a somewhat small guide and con-tains a more thorough explanation of the Rejsekort system, than what can be found on the webpage. The form of this docu-mentation can be described as quite bor-ing. It is a very familiar form, very much like the documentation one receives with any new product, which nobody actually reads.When checking in and out the scanners responds with different sounds depend-ing on the action taken and the feedback needed. What these sounds means is not immediate evident when using the scanners. On Rejsekortets webpage they explain the different sounds in writing; however it is very subjective how one would spell sounds. If it’s important to know the different sounds, it would make more sense have the possibility of playing them back on the webpage.

In everyday use the card is very fast and thereby efficient to use. It is faster to check in with the Rejsekort than it is with the Klippekort. The system is only some-what flexible. If a traveler wants to bring along a child or a friend the main account checking units has to be used to change the check in settings. It is not possible to travel more or less people without chang-ing the settings, whereas the Klippekort only requires one to “klippe” an extra time. The function of having ones Rejsekort being able to refill itself when the credit gets to low is a type of accelerator for the experienced. However, the Rejsekort company is quite good at informing about this function, making it easier for novices to understand.

Flexibility and efficiency of use

Aesthetic and minimalist design

Help users recognize, diag-nose, and recover from errors

Help and documentation and the dispensers are easy to locate. The lack of information will nevertheless make it difficult for first time users.The physical machines themself have a minimalistic design with just the blue spot and a display. On the resekort dispensers you also find a credit card machine but all in all are they easy to recognize and has a relatively clear indication on how to use them.

Error message - reading error

Rejsekort documentation

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Unreadable scrren due to sunlight and stickers

User test analysis

Check in

The Task

“It has been there for a long time, so I’ve noticed it (the scanner) be-fore.” (User 3)

The test users are organised in the follow-ing table:

The users were asked to perform a couple of tasks. The following is a summary of what happened.

Generally there were no problems finding the check-in scanners. Most of the users had noticed the scanners on the stations while they were installed about a year ago.

The users were asked to perform a trip from station X to station Y using the Rejse-kort. When arriving to station Y the user picks up a friend and travel to station Z. All the travels must be performed using the same Rejsekort. When the journey is over the user has to fill up the card to make sure that there is enough credit on. For some of the asked users the journey was performed on the same station as a fictive journey. During the journey the us-ers were asked to think aloud and rate the different steps from 0 to 5 stars depending on difficulty. 0 stars means very difficult and 5 stars means very easy. Some of the users were not able to complete the task and the stars had therefore been crossed.

The following is a summary of the out-come of the user test.

User 2 checked in on the machine directly. To check if he was checked in, he tried the scanner on the platform which made an “error sound”, but the text disappeared so quickly that he could not read what it said. The sound made sense to him, so he understood that there had been an error and therefore tried to check in one more time. This time he was aware of of the message and saw that he was already checked in.

User 4 had problems in distinguishing between the check-in and the check-out

Correctly checked in

scanner especially due to direct sunlight and sticker residue at the scanner unit. He admitted that even without these disturb-ing elements he would still have thought the check in and check out scanner units had the same function.

User 1User 2User 3

User 4User 5User 6

User 1User 2User 3

User 4User 5User 6

Check out

“I’m pretty sure I would forget to check out the first cou-ple of times.” (User 2)

Most of the users were able to locate the check-out scanner on the station platform without any trouble. Only a couple of us-ers recognized the red spot on the ground helping them remembering to check out but all users was sure that they at some point would forget to check out.

User 1 did not realize she had to use the check out scanner and wondered how the system would know where she was going.User 5 could not hear the check-out sound, so he would not know if he was checked out unless he looked at the dis-play which is quickly cleared.User 6 must always be reminded to check out by her husband or the bus driver.

Remember to check out

Changing public transport

“It is not logical that you should only check in when changing vehicle.” (User 4)

None of the users knew what to do with the Rejsekort when changing public trans-portation method. The most obvious was to check out and check in again.

When user 1 went back and forth between Nørreport and Hovedbanegården, the sys-tem charged double (2x2 zones, compared to using 10-trip cards), even though the journey was within one hour. This hap-pened because she checked out and then checked in again when changing transpor-tation method.

User 1User 2User 3

User 4User 5User 6

Finding a Rejsekort machine

The machine was easily located by user 2 and user 4, but difficult to find by user

User 1User 2User 3

User 4User 5User 6

1 and 3. The consistency between the scanner units and the Rejsekort machine, especially the blue points, was helping the users to identify that the Rejsekort machine was a part of the system same system as the scanner units at the platforms.

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Settings menu

Main menu

Navigating the menu

Refill the card

Find information about the Rejsekort

Check in two persons on the same card

“You don’t have to use it much, before you know how to do.” (User 3) “You expect a reaction from

the machine,” (when choos-ing 100 DKK) (User 2)

“That I don’t know” (Train staff, about whether the user could use the Rejse-kort in the s-train)

”It is inconvenient to change the settings all the time. It would be easier if you could change the settings on your cell phone.” (User 1)

The menu generally seemed user friendly to all users. User 3 did not find it logic.

Almost all the users had no problems refilling the card, but user 5 and 6 can not do it themself. They tried to get automatic refill, which would not work. Therefore they uses the the staff on the stations to help them. User 1 had to change the interface to danish to refill (English is the default settings on Copenhagen Central Station).

Generally none from the train staff knows anything about the card, where it can be used and where to find the machines (except from the staff in the “information” office).

It was confusing to user 4 that the ma-chine checks in when you choose stand-ard, 1st class or more persons. Hence, you do not push a button directly called ”check-in” but instead the button ”stand-ard” or 2 persons the machine still checks you in. The system lacks feedback to user 2 and 3 about the status of the card after checking in more persons.

The button ‘more...’ was weird to User 2, because it just shifts between two screen displays. The system reacts very fast, maybe too fast; it may happen that you push a wrong button because the screen display changes so fast.User 4 believed that the menu lacked a ‘cancel’ button to not delete all of the settings he made but just going one step back.

”It’s very smart that you can’t place the card in a wrong way.” (User 2)

User 3 expected the slot to be like the one in an ATM, where the card is held tidily in the slot, but since it was not the case, she got irritated.

Inserting a Rejsekort

Insert card in the Rejsekort machine

“It is clear that the scan-ners and the machine are parts of the same system.” (User 4)

“It didn’t know they (the Rejsekort machines) existed.” (User 3)

”It’s inconvenient that you should hold the card.” (User 3)

Ticket machines and Rejsekort machine on Østerport station

User 1 had to ask on Copenhagen central station where she could find a machine, but the staff on the platform could not help her. The machine was found in the main entrance, far away from the plat-forms.

User 1 and 3 held on to the card in the blue slot. User 2 and 4 placed it correctly by just placing it in the slot.

User 1User 2User 3

User 4User 5User 6

User 1User 2User 3

User 4User 5User 6

User 1User 2User 3

User 4User 5User 6

User 1User 2User 3

User 4User 5User 6

User 1User 2User 3

User 4User 5User 6

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Cartoon TEXT???INTRO TEXT TIL CARTOON ??

Cartoon

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Discussion

Using the card reader

The heuristic evaluation showed that the Rejsekort shape and function is compara-ble to a credit card. But the slot in the Re-jsekort machine does not compare to the one from an ATM or any other card reader. Though the RFID function was meant as error prevention (that it is not possible to insert the card in a wrong way), the user analysis showed that it can lead to misuse when users expect that the card is used in a recognizable way. This is because the reader is not domesticated yet - people are not used to this kind of technology. Some of the users saw through this and found the technology very intelligent and some did not.