Usability Evaluation of Ticketing System of Metro Manila Train Network

Abstract

Ticket vending machine (TVM) and automated fare collection system–Point of sale (AFCS-POS) are two new technologies in the Philippines’ train ticketing system. After a year of implementation for the newly deployed ticketing system in Metro Rail Transit (MRT), research shows that there have been no usability evaluation on the new system to evaluate for potential issues and user interface problems. Based on observation and interviews, about 17.5% of train passengers are still having difficulty with using the ticket vending machine and is repulsive to use it for buying ticket thereby increasing the workload for AFCS-POS machine specialists. The study focuses on three aspects of the TVM and AFCS-POS usability measures, (1) effectiveness, (2) efficiency and (3) satisfaction, as defined by ISO 9241-11. Usability analysis showed that effectiveness of the two systems was above average. Efficiency of AFCS-POS is significantly higher than TVM. Some of the first time TVM users were having a difficulty completing the task given, mostly due to undistinguishable controls. Overall, users of TVM and AFCS-POS agreed that they are satisfied with the current system in general, however, it should be noted that most users have issues with information presentation quality. From the findings, recommendations were made to improve the overall usability of both systems and user satisfaction. Recommendations indicates that usability measures for both system scored low compared to other TVM systems.