Usability evaluation of train ticket machine

Train is one of mass transportation that is still favored by the people in Indonesia today. To provide an excellent and reliable service quality, the development of self-service ticket reservation system that allows customers to make reservations and purchase tickets independently through Train Ticket Machine (TTM) is conducted. However, several issues related with the use of TTMS have arised. This research is aimed to identify emerging issues related to the use of TTM, evaluate the usability of the TTM, and provide suggestions for improving the ease of use of TTM for the users. Usability evaluation is conducted by measuring the effectiveness, efficiency, and satisfaction related to the use of TTM. Sixty participants are involved in the study, grouped into novice user and expert user. The participants were instructed to complete a designed task in TTM. Result shows some potential improvement of the usability of TTM. Some improvements to the user interface of TTM are proposed.