Abstract
Self-ticketing machines have been implemented in cinemas to alleviate long queues during ticket purchases. However, their adoption has highlighted significant usability challenges for many users. This study aims to identify these obstacles and assess user experiences with self-ticketing machines to inform design improvements. This research employed a mixed-method approach involving usability testing and the administration of a User Experience Questionnaire (UEQ) among 125 respondents familiar with self-ticketing machines. Participants were tasked with purchasing tickets, printing them, and accessing transaction history through the machines. The findings revealed that interface complexities significantly impacted task completion times. Moreover, low scores in the stimulation domain of the UEQ indicated a lack of attractiveness and motivation for users. Based on these insights, recommendations include enhancing the interface design to improve intuitiveness, visual appeal, and user-friendliness. Such improvements aim to enhance user satisfaction and streamline the ticketing process, ultimately benefiting both cinemas and patrons.
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