自動櫃員機觸控式操作介面使用性之研究

A Study on the Usability Evaluation of ATM User Interface with Touch Screen

葉竣翔(Chun-Hsiang Yen)

指導教授 ： 黃銘智

國立臺北科技大學/設計學院/創新設計研究所/碩士(2008年)

https://doi.org/10.6841/NTUT.2008.00258

摘要

現今自動櫃員機已經融入於生活之中，隨著技術的發展，自動櫃員機的操作亦不斷演變，目前自動櫃員機介面可以區分成按鍵式自動櫃員機與觸控式自動櫃員機兩種，其差異在於螢幕上的輸入方式採取按鍵或觸控式，但在數字輸入部份還是採取按鍵輸入，由於科技的進步與觸控式螢幕的普及，未來自動櫃員機將有可能採用全部觸控螢幕式。
本研究首先就自動櫃員機、觸控式螢幕、互動介面設計與使用性工程之相關文獻進行探討、整理，而後分析現有櫃員機介面，依據分析結果進行問卷。透過問卷調查，瞭解使用者對介面的需求與操作遭遇的問題，應用於本研究之模擬介面。透過實驗量測操作任務所需的時間及錯誤次數，之後請受測者填寫滿意度、易學性的主觀評量問卷，而後進行統計分析，找出其差異性與受測者建議，提供做為最終介面修正之依據，最後歸納結論及建議。研究結果說明如下：
1. 自動櫃員機操作介面在觸控式櫃員機較為優異。
2. 在介面操作時，合理的作業時間至少需要20 秒，而在20 秒後，介面會詢問交易是否還要進行。

關鍵字

櫃員機 ； 觸控螢幕 ； 使用性評估

並列摘要

Nowadays the automatic teller machines already integrate into the life.Along with the technical development, the automatic teller machines operations also unceasingly change.At present we can divide the automatic teller machines into two kinds--- the press ones and the touch ones.The difference between them is the input method. One is pressed keys and the other is touched screens.However we
still adopt the pressed keys input method when entering numbers.Because of the technical progress and universal of touch screens, the touch screens will possibility be applied on automatic teller machines in the future.

This study firstly made a literature review focusing on the automatic teller machines, touch screens, interactive interface design and usability evaluation.Then I analyze the existing ATM Interface, and carry out the questionnaire based on the results.Through the questionnaires, I understand the users’ needs and questions when they operate the interfaces and apply them on this study.I also measure the required time and the number of errors for the tasks during the experiment before asking subjects to fill out the subjective assessment questionnaires which are about
satisfaction and learnability. Then I do statistical analysis, find out the differences and subjects’ advice that provide the data to amend the final interface.
The results of the study are as follow:
1. Touch screen automatic teller machines are better when users operate the ATM interface.
2. The reasonable period of time for the users to operate the interface is 20 seconds at least.After 20 seconds, the users will be asked if they want to continue the deal through the interface.

並列關鍵字

ATM ； Touch Screen ； Usability Evaluation

參考文獻

• Cushman, W. H. & Rosenberg, D. J., 1991, Human Factors in Product Design,

Elsevier Science Publishers B.v., New York.

• Hansen, W. J.（1971）. User engineering principles for interactive systems, AFIPS

Documentation. NY, NY: John Wiley and Sons, Inc,1994.。

• Norman, D. A.（1988）, The Psychology of Everyday Things, USA: Basic Books.