User experience evaluation on the usage of commuter line train ticket vending machine

To deal with the increase of mass transportation needs problem, PT. Kereta Commuter Jabodetabek (KCJ) implements Commuter Vending Machine (C-VIM) as the solution. However, this implementation is causing problems and long queues when the user is not accustomed to using the machine. The objective of this research is to evaluate user experience after using the commuter vending machine, to analyze the existing user experience problem, and to achieve a better user experience design. User experience is measured using both quantitative and qualitative measurements. The quantitative measurement comprises user performance metrics, such as task success, time on task, error, efficiency, and learnability. The qualitative measurement includes system usability scale questionnaire (SUS), questionnaire for user interface satisfaction (QUIS), and retrospective think aloud (RTA). This study shows that C-VIM has a bad performance and user experience. Interface redesign using activity relationship chart (ARC) was proposed and resulted in a better performance and user experience.