近年來自動化科技與發展迅速,傳統購票方式已轉變成利用自動售票機就可完成購票。根據媒體報導與統計數據顯示,台灣高鐵自動售票機系統存在許多使用問題以及使用率低之情形,為了解這些問題與形成之原因,故以人與電腦互動的角度進行研究。相較過去學者運用使用性工程的方式研究,雖能發現問題,但缺少提出以使用者互動角度切入思考與討論。因此本研究以進行觀察實驗與焦點團體,探討使用者與自動售票機系統互動之情形。結果顯示使用者與自動售票機系統關鍵問題在於自動售票機系統之架構採用「一問一答」方式與使用者互動,結果造成使用者與系統互動時發生問題,因此影響了使用者對系統的想法。最後本研究提出解決自動售票機系統互動問題之設計原則為:1.預防錯誤並加強管理;2.資訊內容與硬體標示應完整呈現;3.避免發生不一致設計;4.提供安全有效的系統功能;5.版面設計與流程應妥善安排,以利後續組織建置自動售票機系統參考。
Due to the rapid development of automation technology, more and more travelers take advantage of ticket vending machines (TVMs) to buy tickets. According to the statistics of newspaper and media reports, the TVMs of Taiwan High Speed Railway Company have usability problems and their utilization rate is low. In order to explore the reasons for the ticket vending machine problem, this study uses observation and focus groups to explore the interaction between traveler and TVM. The results show that the key problem of traveler-TVM interaction is "one question-and-one answer" approach. The design approach causes difficulties and problems when travelers using TVMs. Finally, design principles for TVM design are proposed: (1) to prevent errors and to strengthen management; (2) information content label and hardware should be complete; (3) to avoid inconsistencies in design; (4) to provide safe and effective system function; (5) layout and process make proper arrangements.