Abstract
Self-service modules have become an integral part of the economy throughout the world, replacing expensive human operators in many settings. However, usability issues continue to diminish the economic value of these modules. This experiment demonstrates how the application of sound usability principles can be applied to self-service settings to increase the usability of self-service modules. The study compared the usability of two versions of a self-service digital photo kiosk. In one version we replicated a kiosk presently in use and broadly available. The other version of the software incorporated several design principles, such as the use of a metaphor, intended to increase usability and learnability, more specifically to allow for easier navigation. Participant's performance in completing tasks was measured as a function of speed, accuracy, and the need for human assistance. The results demonstrate that incorporating usability principles can improve usability of self-service modules.
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