A review of user-interface design guidelines for public information kiosk systems

M.C. MAGUIRE
1999 International Journal of Human-Computer Studies  
This paper reviews general guidelines on user interface design for self service and public information kiosk systems, based on the author's research and existing literature. The guidelines are divided into: defining user requirements, location and encouraging use, physical access, introduction and instruction, language selection, privacy, help, input, output, structure and navigation, and customisation. The paper also emphasises the need to design for stakeholders other than the end users, and
more » ... ffers some guidelines on user-based evaluation of kiosk systems. 1021 (The Public Data Web). Kiosk systems present a challenge to designers if they are to be used effectively. Firstly a kiosk system has to be noticed by passers-by and the purpose of the system must be clear. Kiosk users will often be accessing the system for the first time. They may have been given introductory information on it beforehand, but the system must also appear simple and intuitive if they are to start using it. The general public will include people with very different levels of skill, experience and confidence in using interactive computer-based systems. Therefore to be inclusive, kiosks must be designed to cater for those with limited skills or experience, physical and cognitive impairments, and should be supportive towards those who are inhibited in interacting with them in a public area. Systems are normally designed to be used on a casual 'walk up and use' basis. This also means that kiosk systems should be as self explanatory as possible. Users may have little time in which to use the system, so it must be capable of producing information or services quickly. Finally, if a user becomes stuck they will not necessarily feel impelled to continue with the interaction. Thus the system must be understandable at all stages of the interaction process, and return automatically to its initial state if it becomes abandoned. This paper presents guidelines on the human aspects of kiosk system design drawn from the literature and the author's own experience of research into such systems. Defining the user requirements for the kiosk An important first step is to define the purpose of the kiosk, the user population who it is intended to serve, and their task goals. Such a user-centred process (Eason, 1981 , Daly-Jones et al, 1997 ) is needed to ensure that the kiosk meets a genuine need and that people will motivated to use it. It is also necessary to consider typical task scenarios (Clark, 1991) defining specific examples of people using the kiosk. These should reflect the different tasks, variations in tasks, possible problems that users might face (e.g. being short of time, not having certain information to complete the task etc.) so that the kiosk can be designed accordingly. It is also important to understand the characteristics of the user population and the kinds of environment (physical and organisational) that the system will be located in, so that the design can reflect them. Design guidelines to meet these contextual characteristics are discussed later in this paper. Recommendations are also included to cater for peoples' different levels of experience, confidence, and ability. Discussion groups, interviews and user-based tests should also be carried out to get user reactions to the concept behind the kiosk and to test prototype versions of it at different stages of the development process. Location and encouraging use 3.1 Location Kiosk systems often rely on being noticed by the public, passing by, who decide on the spot whether to make use of them. However usage is likely to be much higher if the system has been advertised beforehand either in the local newspapers, through the post, or in the window of an information or service centre. Having become established in peoples' minds beforehand, they are then more likely to try out the system when they see it. People are also more likely to seek it out, if they perceive it as useful. However colour should be used with care. See guidelines presented in section 10.3.
doi:10.1006/ijhc.1998.0243 fatcat:e4p27oaixrgr3ke3ut5gxhjxsu