[Paper Review] Enhancing the Usability of Self-service Kiosks for Older Adults: Effects of Using Privacy Partitions and Chairs

Hye-sun Chung, Woojin Park|arXiv (Cornell University)|May 16, 2021

Technology Use by Older Adults4 citations

TL;DR

This study evaluates how physical design features—privacy partitions and seating—impact usability for older adults using self-service kiosks. Results show that sitting significantly reduces task completion time and perceived workload, while side or back partitions lower mental demand and effort, demonstrating that ergonomic and privacy-enhancing design improves older users' task performance and experience.

ABSTRACT

This study aimed to evaluate the effects of possible physical design features of self-service kiosks (SSK), side and back partitions and chairs, on workload and task performance of older users during a typical SSK task. The study comparatively evaluated eight physical SSK design alternatives, and younger and older participants performed a menu ordering task using each physical design alternative. Older participants showed a large variation in task performance across the design alternatives indicating stronger impacts of the physical design features. In particular, sitting significantly reduced task completion time and workload in multiple dimensions, including time pressure and frustration. In addition, the use of either side or back partitions reduced mean ratings of mental demand and effort. The study suggests placing chairs and either side or back partitions to enhance older adults' user experience. The use of the proposed physical design recommendations would greatly help them use SSK more effectively.

Motivation & Objective

• To investigate how physical design features of self-service kiosks affect usability for older adults.
• To evaluate the impact of privacy partitions and seating on task performance and perceived workload.
• To identify design alternatives that enhance the user experience for older adults using SSKs.
• To provide evidence-based recommendations for designing more accessible kiosks for aging populations.

Proposed method

• Eight distinct physical design alternatives of self-service kiosks were created, varying in the presence of side partitions, back partitions, and seating.
• Younger and older participants completed a standardized menu ordering task using each of the eight design variants.
• Task performance was measured through completion time and workload using the NASA-TLX scale to assess mental demand, effort, frustration, and time pressure.
• Data were collected and analyzed to compare differences in performance and perceived workload across design conditions.
• Statistical analysis was used to identify significant effects of seating and partition types on usability metrics.

Experimental results

Research questions

• RQ1 How does the presence of a chair affect task completion time and perceived workload for older adults using self-service kiosks?
• RQ2 What is the impact of side or back privacy partitions on mental demand and effort in older users?
• RQ3 How do physical design features such as partitions and seating influence task performance variability among older adults?
• RQ4 To what extent do design features reduce perceived frustration and time pressure in older users?

Key findings

• Sitting at the kiosk significantly reduced task completion time for older adults compared to standing.
• The use of either side or back privacy partitions led to lower mean ratings of mental demand and effort.
• Older participants showed greater variation in task performance across design alternatives, indicating stronger sensitivity to physical design.
• Frustration and time pressure were notably reduced when chairs and partitions were present.
• The combination of seating and partitions produced the most favorable outcomes in terms of workload and performance.
• The study confirms that physical design features have a measurable and significant impact on usability for older adults.