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“Queue Application”

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1. Task 3 Robert wants to send a parcel Goal He arrives to the post office to send a parcel to his son However when he arrives there he sees that there is along queue Robert uses the application to scan the QR code which is provided by the post office and to use that remaining time productively rather than standing and waiting He can see the interactive time to manage his time and work 61 1 Press QR Code icon 2 Scanning the provided QR Code 3 Press the Confirm button 4 View the chosen ticket in the main menu by pressing the Ticket button Action 1 When he is in the post office he tries to use the QR Code option in the application It is easy to distinguish it between other options Action 2 The post office provides the OR code for the gueue Robert goes to that place and tries to scan the code But several times he couldn t scan it properly Action 3 After scanning the OR code successfully a new window opens and shows information about the ticket It also displays the remaining time which changes every minute He presses the Confirm button Action 4 Robert sees that the window automatically goes to the Ticket menu to show chosen tickets 2_ Success So ww Success Ao lt v vv V success Conclusion of evaluation of scenarios based on the experience of elderly person In task 1 Robert has used the Reservation option to perform the task He wants to reserve a place in
2. Reservation University of Birmingham o Settings Map nery Office Supphes amp Techneiegy Cancel peer Ticket University of Birmingham Ticket Number 247 Queue eckout Ticke mber 86 Res con University of Bii Ryman Queue Checkout Ticket Number 247 Place Counter 2 Queue Checkout Remaining Time 00 23 35 Place Counter 2 Cust w ini Queue Customer Service Remaining Time Place Desk 3 Remaining Time 01 04 27 00 23 35 Ee S Cancel Cort Reservation University of Birmingham Ticket Number 247 Ticket Number 86 Queue Checkout Reservation University Place Counter 2 of Birmingham Place Admissions Office Gn ae Date 13 Sep 2014 00 23 35 Time 13 00 Ryman Queue Checkout 3 Quit Queue Updaw ane Canes Reservation Place Counter 2 Rer Join this Queue Reservation University of Birmingham CEB mi Ticket Number 247 Ticket Number 86 Queue Checkout Reservation University Place Counter 2 of Birmingham Place Admissions Office Quit the Queue Cancel Reservation ay Krep osa Ouit Oueue jpeate Tae Cancel Reservation DESCRIPTION OF PROTOTYPE Tool used Pencil Start Screen Queue Solution Deutsch o Espa ol T le fran ais Hat a ag chy 3 e cin This screen will only show on the first time that this application is started The user can tap on the language
3. A S D F G H J K L AEN iajnas and reduce the search gt V x is 48 After searching or tapping on the My Favorites button on the Reservation Main screen the system will show what the user has chosen in this case University of Birmingham Bac Reservation University of Birmingham Edgbaston Birmingham B15 2TT The user taps on this button if itis the right place he she wants to make a reservation This shows the address of the place the user has searched If the user searched something like Sainsbury s or Tesco here will be alist of Sainsbury s or Tesco with different addresses Reservation 3 49 After choosing the place the user has to select the date for the reservation Reservation University of Birmingham september October Here shows the place the user previously selected The user can simply scroll up and down to select the date he she wants The word which is red means that the booking on that date is totally full or the day has passed and cannot be selected There are different departments for the user to select After selecting the date and department tap here to check the Timetable 50 Reservation 4 After choosing the date the user enters the time table and selects a slot for their reservation The user can scroll up Reservation and down to check which slot is still available Unive rsity of Bi rmingham The words
4. camera has focused Get a ticket that is assigned by the system and press the confirm button to accept that ticket ee Ss 2 YS The system jumps to the ticket screen where it displayed which ticket he has got Choosing mode page Actions 1 3 The first thing is to select the language He thought this part was fine When he enters the application he sees several buttons on the main menu he just wants to take a ticket so he presses ticket but he found nothing in the ticket page He then realized he was pressing the wrong button He presses the back button which is on the upper left hand corner of the screen to go back to the previous main menu page This procedure took about 5 seconds He chooses the QR code mode Getting the ticket Actions 3 5 He used his phone to scan the OR code which was printed on the desk in the post office However he does not realize that there is a need for him to press the scan button to scan the QR code because every application which has QR code function he ever used can scan the QR code automatically Then he realizes maybe he needs to press the button to scan the OR code because the frame of scanning the OR code just focuses and refocuses the OR code but does not scan it It took 15 seconds At that time there is a short queue for scanning the QR code because to scan the GR code typically takes 2 4 seconds After scanning the GR code the system assign one ticket to him he just sees the remaining t
5. normally uses a private company to send his packages but this time he uses a post office to send a parcel Businessman Scenario I Scenario 2 Scenario 3 Scenario Wants to get a loan from bank to buy a house Does not vant to stay in the queue for waiting to meet doctor Wants to post a parcel to his partner 20 Reason He wants to get a loan from bank and this business can only be solved in the counter So he has to join the queue But he considers that the procedure of joining the queue takes much more time than he expected Because there are many entries that need to be set However this application can join the queue remotely which means he can join the queue before he come to the bank Engaged in the work related to science and technology he is very familiar with the use of new technology But he does not want to stay in the queue because it is waste of time He can use this period of time to do other things Thus he joins a line by using queue application and then he can leave the queue as long as the returns in the specified time But he still needs to spend some time to set the entries before join the queue He checks the availability of the post office at the region near his office However he sends his parcel to his partner with fast way Some sets are not necessary for him Using this application can reduce the time of staying in the queue The price is that he needs to spend a little
6. queue was invented which allows people to take a number ticket as their order in the queue when they join it Therefore there is no need for them to wait in the queue all the time for their turn During this period they have an opportunity to spend their free time for some other things around the place which ts not far from the queue However in this solution a problem is detected also This problem is that people are not able to correctly estimate the time that they need to return to the queue S0 we need to work out a formula which allows us to reduce the time spent on waiting and solve the problem of many people standing and wasting their time in gueues Therefore the main problem in the queue is waiting People do not Know how long they are going to wait in the queue Some queues have a certain structure but some of them are unstructured People need to use an application before they go to gueue as they can manage their time with a useful application Although there are some queue management systems there is no fully practical queue application in the world Key problems gt Disputes over the order of the queue The queue becomes scrambled Unknown period of time waiting in a queue Lossoftime Review of Queue Application A queue is a line of persons waiting in turn to be served People collectively spend a lot of time waiting in queue Waiting in queue is punctuated by trouble anger and sometimes fights between the people i
7. screen 2 it will cause a problem Adding a back button on screen 2 and 3 should solve the problem 4 Consistency and standart NA O I I Y Error prevention If the store offers more than one OR code the user might scan the wrong one If the user scanned the wrong GR code the information on screen 2 2 should be showed more clearly This would prevent the user from getting the wrong ticket Recognition Font is relatively small and low contrast rather than recall 2 The information on screen 2 and 3 should be enlarged for a better contrast Flexibility and The efficiency of joining gueues efficiency of use After scanning the OR code the system will inform user with the queue information and approximate waiting time After the user acknowledges the time he she can decide whether to join the queue or to leave The user interface is just plain white The interface has not been well designed it should contain at least some color Help users same problem as No 3 and if an error occurs there is no way of recognize fixing it diagnose and The only information the user will get is when he she scans the OR recover from code and there is no way to cancel the ticket So the solution should errors be to enlarge the text of information inform the user which gueue they have joined and add a back and Leave Queue button for the user to go to previous page 26 10 Help and There is no users manua
8. that he she prefers In the future the user has to enter Settings to change the language 39 After choosing the language the application will enter the main screen Map a iin rr aer fo a QR Code a3 settings The user can decide which mode is suitable for the situation he she is in There are Map QR Code and Reservation modes Reservation Ticket The ticket icon is for the user to enter the Ticket screen and check the ticket that he she has already got or the reservation he she has already booked 40 Map After enter the Map mode the application will show the stores with this system in use nearby the user can drag or enlarge the map if he she wants The user has to choose the store in which they wish to join the queue The user can tap on the Locate Self button to relocate himself herself Locate Self d at the center of the screen Munrow Sports Centre Bournville Rugby Football Club The user has to choose the store they are in and click it Because smart phone location systems sometimes are not that accurate 41 Map 2 After tapping on the location the user wants the information of the store will pop out and the user can confirm if it is the right store Stationery Office Supplies Afterthe userconfirms it is the right store that he she isin the user can m tap on the Confi
9. the bank Some of options were clear for him he does have low level technology skills though Some of the actions he can t complete in a short period of time Also he couldn t see and understand a part of the windows Another weakness is that Robert had to go through and choose everything by hand and it took some period of time to do this Also there was not any clear favorites button to press for saving the particular bank in the favorite list There is no instruction that he can do it in the settings menu In task 2 he firstly becomes confused with the map As we know it is difficult for him to deal with smartphones Therefore it was not easy to navigate through a map But other steps were clear and understandable for him to finish a task Also there was no favourite button to add it to the favourite list easily 62 In task 3 there were a small amount of steps to perform So this is an advantage for him because he can spend less time getting to grips with the application The weakness for Robert was that it takes some time to scan QR code properly Evaluation of scenarios based on the experience of a businessman Task 1 Goal The busy working man Can Ozonur wants to send some souvenirs to his partner he wants to join the queue for the counter because many people are crowded in front of the self serve post machine Open the application Choose the language Choose the QR code mode Press the scan button to scan the OR code after the
10. ticket The solution should be enlarge the text of information letting the user know clearly if they have joined the wrong queue and add a Leave Queue button for the user to select again to join the correct gueue There is no user s manual and no information for how to use this system The system should add a help or support function before the screen 1 in the main menu to guide the user Recognition rather nan recan 7 Flexibility and efficiency of use Aesthetic and rinmastcesen Help users recognize diagnose and recover from errors 10 Help and documentation Student vy Scenario I Scenario 2 Scenario 3 Scenario Wants to collect his ID Card from University Admission Office Wants to create anew bank account to manage his budget Wants to send e a parcel to his friend in Germany 32 Reason He thinks it is a new generation system and he is a little bit under pressure on how to use it well at the university but he gets a ticket number to get his ID card He cannot use it very well here because he finds the location on the map but there are different branches of banks Although he has a good technology background he is confused He can use it to find a post office which is nearest to his home Businessman Scenario I Scenario 2 Scenario 3 Scenario Wants to geta loan from bank to buy a house Does not want to stay in the queue fo
11. Robert s technology skills are poor Therefore it is not simple for him to interact with the map Also the labels on map are too small for him to see The queue application shows the nearest available places to choose It is very convenient to use But when he chooses a place he automatically gets a ticket It is impossible to change or cancel an appointment 35 Conclusion of Low Level prototypes We have created three prototypes using Mockup Mockup has a lot of good features to build the models of our application These three prototypes presented slightly different approaches for solving the queue problem During the creation process we found it easy to use It is efficient to help us to build models in less time After building each prototype we evaluated it with Nielson s ten usability heuristics and went through user approaches We found various weaknesses and positive aspects of the three prototypes and will apply them to the second generation prototype In the first prototype there are some weaknesses for instance it is not a user friendly system Therefore it was difficult to use and interact with the application especially for elderly persons Many screens for receiving tickets takes a lot of time For this reason it was not efficient We then created a second prototype to overcome this problem The second prototype has been developed after an evaluation of the first one Many steps to get a ticket for a queue have been eliminat
12. ack diagnose and button on screen 2 and 3 and a quit button on the ticket Screen recover from 4 and add a confirm page same as No 5 errors 10 Help and There is no user s manual and no information for how to use this documentation system The system should add a help or support function before the screen 4 Consistency and N A standards 1 in the main menu to guide the user Student Scenario Scenario 2 Scenario 3 Scenario Wants to collect his ID Card from University Admission Office Wants to create new bank account to manage his budget Wants to send a parcel to his friend in Germany 19 Reason He is a new student and he does not have an ID card to go the Library otherwise he cannot go to study without student ID card He is familiar with new technology so he can get a new queue application to get appointment This prototype is useful for him but he spends more time to control all steps and he feels this is time consuming Although he is familiar with new technology he does not like this prototype because he wants to get a queue number quickly There are some extra steps on the application he needs more functionality He checks the availability of the post office at the region where he lives and he finds the post office which is nearestto him However he sends his parcel to his friend in a fast way Some screens are not useful for him he
13. an be more intelligent in dealing with the information of the user s location and can smartly indicate a queue that users may want to join The searching box also need to add an association input function that means that the application can intelligently detect the text that users want to input when the user inputs only one or a few letters and will show the results in one drop down list for the user to choose Each interface should be more friendly during interaction for example in the first time the user using this application a tutorial animation can be used to teach users the function of each mode which can help to improve the speed of the user who is now familiar with the application At each interface there should be a tip to help the user when they encounter a problem in the application The application should be designed for different groups of people and should have smooth switching between the various interfaces The second generation prototype cannot satisfy the needs of elderly users well Mainly because the size of button and the word is too small for elderly users one interface for elderly users should be added in the next generation and switching between this interface and normal interface should be convenient In terms of user interface most of the manipulation in the second generation prototype is the click It is not suitable for the trend of the increasing size of phone s screens With the increasing size of mobile phone scre
14. ange it in to different languages The procedure of making a reservation with this system might take more time than using the phone The solution is to simplify the process User control and Although there is a next and back button but it is impossible for freedom the user to take a step back or quit the procedure Add a back button on screen 2 and 3 and a quit button on the ticket Screen 4 should solve the problem Error prevention Before getting the ticket there should be a confirm page with the information on it to make sure the user does not make a reservation at a wrong place and or the wrong time Recognition Font is relatively small and low contrast rather than recall The information on screen 3 and 4 should be enlarged for a better contrast Flexibility and The efficiency of making reservations efficiency of use This system needs the user to provide a lot of information for making a reservation it is too time consuming The system should add another function that can locate where the user is or add a favorite to reduce and simplify the procedure Aesthetic and The user interface is just plain white minimalist design The interface has not been well designed it should contain at least some color lt will be improved and it will be more innovative Help users Same as No 3 and the user can only find out they ve made a recognize mistake after receiving the ticket Same solution add a b
15. art as expected QR code mode is suitable for the user who is already in the place where they will join the gueue and it is the fastest the way to join the gueue among the three modes But this mode still has some shortcomings The manual scanning button greatly reduces the efficiency of this model Therefore it should be replaced by an automatic scan In addition there may be another queue of users who want to scan the QR code So this mode to some extent is also not very efficient In reservation mode some problems appear in the first generation model which have not been completely solved for example the reservation process is too complicated Too much information needs to be entered The user experience is very poor for this reason In terms of overall application the possibly confusing main menu interface is the biggest problem our evaluation showed Almost all the users and personas have the same problem that the names and icons of thethree modes make them confused They cannot directly understand the function of the mode through the name and icon The only way to know the function of each mode is to try to use them That is another flaw which results in poor user experience Recommendation In order to make sure the application can be used more efficiently in the real world a series of problems need to be addressed 71 The location functions of the Mobile phone need to be fully used by this application The purpose is that the program c
16. bit of time to set it up 21 Elderly person Scenario Reason Scenario I Withdraw e Robert uses 1st prototype application to not wait in a rican ad queue in the bank He wants to withdraw some money pension bank as quickly as possible When he launches the app the account first page occurs Then he chooses bank It is clearly shown the points of app However after the 2nd page next pages are not readable for Robert It is difficult to interact with such an app without straining his eyesight Scenario 2 Shopping When he utilizes the application to get a ticket number from supermarket for a queue he needs to go over all the steps of the app This is not efficient for an elderly person to do this just to get a ticket It should be easier to receive a ticket from the app There should be fewer steps for receiving a ticket Scenario 3 riage a parcel e Robert knows that there are always queues in the post o his son who lives in California a long queue but get a ticket beforehand Nevertheless offices Therefore it is a good application not to wait in it is complicated for elderly person to figure out what he supposed to do for this purpose PROTOTYPE 2 Description of prototype Tool used Mockup Primary target For people who are already on site and want to check the waiting time to decide whether to Join the gueue or leave 22 Rationale This prototype is focused on the users who want to join t
17. ce seems like it is too time consuming The customer can either stay in the queue and wait their turn if they want to be served or they can exit the queue which means they do not want to be served Secondly once the customer leaves the queue for some reason they cannot go back to the same position in that queue and they need to join the end of the queue which means waiting even longer if they want to be served Although waiting in a queue is very time consuming and can be irritating nowadays people s behavior and attitudes have adapted very well toward the queueing culture lt is not rare to see a famous place flooded with people staying in a queue and waiting to get inside According to Mann 2014 there is a growth of people who would even wait for tickets overnight just for a football game and as a result of the increased demand comes the middlemen who profit by undertaking their own ticket buying service This leads to another interesting guestion how can gueueing benefit other people ba WY MU i N i Wr 4 i a Pj E i a 1 2il H ba 4 ae r A F rs sae Ga z _ ox es w Ss 4 4 i a 5 z Si amp Us ra if f 7 A ms N JNN Aian a 77 aui ss Long queues Consumers were eager to get their hands on Apple s new iPhone in Glasgow s Buchanan Street HMEDIA SWNS Group The second model of a queue is different from the traditional queue there are s
18. ck out and to use that remaining time for buying the rest of the items on his shopping list Robert uses the map option 60 1 Press Map icon 2 Tap on the store which he wants to go 3 Press Confirm button 4 Choose appropriate gueue by tapping blue icon 5 Press the Confirm button Action 1 He opens the application If he used the application before then choosing language screen will not appear lt will automatically go to the main screen He wants to find a supermarket which is nearby So he uses the map to find it He presses Map icon Action 2 In this part he needs to navigate and find a particular store lt is difficult for him to do this because it is complicated for Robert After he finds his place there is a small icon for tapping it Action 3 After that the pop up window appears which shows the name of the supermarket This window is obvious and displays the information about the chosen store The buttons with different colors also are clear He presses the Confirm button Action 4 The list of gueues with their remaining times appears in the next window He presses the small blue icon with the arrow to choose the appropriate service queue in the supermarket Action 5 The pop up menu asks whether Robert is sure he wants join the queue or not He presses the Confirm button and gets to the Ticket menu This step is for him to apply X Success Success Xt Success
19. d evaluating through prototypes It is an easy way to get the application close to the real version and to evaluate the pros and cons in every prototype Minimal time is used to create prototypes However evaluation is a crucial part of this work We made these prototypes to analyze user behaviors whilst they use the application There are detailed descriptions of each prototype Nielson s ten usability heuristics have been used to get a better understanding of the strengths and weaknesses of the prototypes At the end of the evaluation of each individual prototype we established the user s perspective when using the application According to Nielsen s heuristics all usability issues should be given a severity rating in order to find out which is the most critical problem that needs to be solved at this stage With Nielsen s severity ratings each part of the heuristics ratings can be shown clearly and then can be improved in the next generation prototype This paper will not only use this severity rating for the heuristics part but also for ratings in the personas part Nielsen s severity ratings are showed below 0 _ I don t agree that this is a usability problem at all 1 Cosmetic problem only does not need not be fixed unless extra time is available on project Minor usability problem fixing this should be given low priority Major usability problem important to fix so should be given high priority Usability catastroph
20. e imperative to fix this before product can be released PROTOTYPE 1 Description of prototype Tool used Mockup Primary target Create an application for people to make reservations easily 14 Rationale The target users of this prototype are those who want to make reservations far away from the destination or cannot arrive at the destination in short period of time Therefore this prototype will focus the reservation procedure Screen 1 Enter the main screen and choose where the user wants to make a reservation at It will show the most commonly used places and all other choices are in the Other button Clicking on either one of 05 40 PM these buttons will enter the next step lt Restaurant Other types of options will be inside this group e g hospital supermarket 15 Screen 2 After choosing an option for example university the user enters Screen 2 and he she has to choose which university they require by entering the university name and the name of the department they require and click Next button Each of these can scroll down and choose the right place the user wants to go Speo ABC 05 40 PM rE Country Pl cy p School v Department Uu ae After choosing the previous option the next option will automatically change and correspond N Click on the Next button to enter next step 16 Screen 3 After confirmin
21. e and he wants to get a useful smart phone queue application which he can use to check available times of departments at university The Oueue application is the only way to check department s available times for him He can manage his time with it Scenarios Kieran wants to collect his ID card at the beginning of the semester He does not have much time to spare He can go wherever he wants with his ID card atthe university without it he cannot use the printers or other amenities He needs to create a new bank account in the city where he studies He wants to go there with his father but his father is older and does not want to wait there very long because he has other jobs to do He wants to get an appointment in a hospital but he knows that there are many people there and he feels bad when he meets with ill people because he worries about them He just needs to get an appointment and see a doctor right away Pain Points e Waiting in long queues e Cannot manage time e Cannot guess how much time you need to spend in a queue Can Ozonur Background Age 34 Occupation Electrical Maintenance Chief Main Points e Is very hard working he has important responsibilities e Has less time and he wants to manage his time well e Likes to use technology sois familiar with new smart phone applications Goals e Tominimize waiting time in queue when he goes to somewhere e Spend as little time as possible in queue 11 I just want t
22. e our second generation prototype with different methods We are going to utilize Nielsen s Heuristics a cognitive walkthrough and user testing methods Initially we are going to determine the rules of cognitive walkthrough Our group has agreed that it will be used against our three personas We will examine nine scenarios using methods of evaluation Moreover it will measure usability testing for evaluation Two real users are going to use our queue application in order to give us feedback to analyze it After finishing usability testing the second prototype will be evaluated by the method of the Nielsen Heuristic At the end we will present our results and conclusion Cognitive Walkthrough Polson et al 1992 suggests that the cognitive walkthrough CW aims to provide a new tool for assessing the usability of a system and assigning causes to usability problems early in the design process The purpose of using cognitive walkthrough in a design evaluation step is to evaluate whether the user can be guided correctly by the information which is provided by the interface of the application in the process of using this application and evaluate the ease at which this application can be used Polson et al 1992 Since Cognitive walkthrough focuses on task three different scenarios will be converted to tasks for different personas Each step in the process willbe assessed To be more specific we will be using forms to indicate wh
23. ed in this prototype Hence we added the step of simply scanning a QR code to receive a ticket which minimized steps During evaluation of the prototype some other problems had occurred Problems with scanning would appear easily Also if someone wants to reserve a place beforehand It is not possible in this case A person should be in a place where he she has to scan a code We settled this problem The last thing we did was create a third prototype This prototype is very useful and easy to use for almost everyone in the situation of finding a place to get a ticket There are some minor problems in the third prototype as well The design is poor When you click in a place you automatically get a ticket without confirming the process Therefore mis clicking a place in a map can cause the wrong ticket being bought In conclusion after evaluating and seeing user behaviors whilst using the prototypes it is easier to begin to build the second generation prototype We defined problems and will correct these in the next step 36 second Generation Prototype Rationale We have combined 3 different options for this prototype because users can use it in different Situations and places Also to make and develop a first generation prototype and to make it better so that people can get a better application EVALUATION OF TOOLS FOR CONSTRUCTING THE PROTOTYPE Before the stage of developing the second generation prototype we evaluated three different so
24. ee first generation prototypes the second generation prototype was born The three first generation prototypes cannot meet the requirements of adapting to the diverse and complex real world situation The second generation of prototype absorbs the advantages of three first generation prototypes and corrects the weaknesses of them Different from the first generation of prototype design tool Balsamig Mockups the Pencil Project was used to design the second generation prototype The Pencil Project has a unified interface style and it involves a lot of material about IOS themes compared with Balsamig Mockups and it is easy to get started on Several problems in the second generation prototype were revealed via Cognitive Walkthrough and the Heuristics evaluation The second generation prototype has three main functions for three specific situations Map mode so that the user can join the queue from a medium distance to the destination When the user wants to join a queue through the map because it is the medium distance users can have good control over their own gueue time and continuously updating the remaining time will remind users when they should stay in the gueue But this model is not perfect in some cases it cannot achieve the desired effect for example the application does not fully use the location function of a mobile phone to some extent which increased the time that users took to join the gueue That is to say the program is not as sm
25. en sliding operation becomes more popular For example two fingers gesture slide to left or right can be used in the operation of switching mode CONCLUSION This project aimed to create a new approach to the problem with the existing queue management systems Our project was about a queue mobile application There are no such systems which take on this problem and realize it can be solved on smartphones Therefore we analyzed the definition of the problem and an evaluation of existing systems and then we evaluated three different personas with three distinctive scenarios After this part of the project we created three 1st generation prototypes and the last high fidelity prototype which consolidated the problems from the low fidelity models In the first stage we investigated the definition of the problem The problem was that there wasn t any efficient interactive gueue mobile application in the market We decided to overcome this issue and create an application for smartphones to manage time within queues After we defined the subject we began to analyze the existing systems in the world Therefore we determined the general public opinion of gueue management systems their weaknesses and 72 strengths We focused on weaknesses and tried to eliminate the problems Also we utilized the strong points of other systems and implemented them in our project Before presenting the first generation prototyoe we worked on three different personas
26. es Robert knows English and always uses that language for every application Therefore it is clear for him to choose the language to go to the next screen Action 2 The next step is the main menu He sees 6 different options Robert wants to reserve therefore it is obvious for him to choose exactly that the Reservation button Action 3 As we he wants to reserve a place in the bank in the next screen he sees that there is no option for bank However there is a search that he can use to find it In this stage it is also clear to realize this But it would be more convenient if he doesn t have to search for the bank Action 4 In the next step he has to type the name of the bank and choose the country and city where he actually is He should scroll through countries and cities to choose a specific bank This stage is not convenient for him to perform these many tedious steps Then he has to press the Search button The button is small and not in a suitable place for Robert 59 Action 5 After he pressed the Search button the new window appears He typed Barclays and chose United Kingdom and Edinburgh respectively This screen shows branches of Barclays with their addresses The font size of the address label is small to see Due to Robert s poor technology skills he cannot understand what he needs to press in this step Then he realises that the blue icon with arrow is for choosing that particular branch Actio
27. ether the step is success or failure The following four criteria will be used to assess whether each step is asuccess or failure Novick 1999 1 Will the user be trying to achieve the right effect Will the user notice that the correct action is available Will the user associate the correct action with the desired effect A Oo N If the correct action is performed will the user see that progress is being made 58 Evaluation of scenarios based on the experience of the elderly person Task 1 Withdraw money from his pension bank account Goal Elderly persona Robert wants to go to the bank that he always goes to and withdraw some money This is the first time he uses the queue application to overcome a long waiting time in the bank and he gets a ticket number before he arrives He needs to launch the program and choose the appropriate steps to reserve a place 1 Choose language 2 Press Reservation icon 3 Tap to Search 4 Type the name of the bank select Country select City and press Search button 5 Press blue button to select the place 6 Choose date department and press Time Table button 7 Choose time and press Get Ticket button in pop up window press Confirm button Action 1 When he launches the application the first thing he needs to do is to choose a language The application shows English language as default but provides different languag
28. ey can update the remaining time manually whenever they want 54 After the user decided to leave the queue a confirmation box will pop out Back Ticket This confirmation box b is to double check if Ticket Number 3 247 the user really wants to leave the queue or Queue Checkout did he she just mis click If he she clicks on Leave the ticket will be deleted Place Counter 2 Leave the Queue Leave Quit Queue Update time 55 Ticket Reservation This is the information for the Reservation ticket it clearly shows the ticket number place time and date for the reservation Ticket Ticket Number 86 Reservation University of Birmingham This button is forthose who want to cancel Place Admissions Office Date 13 Sep 2014 Time 13 00 Sry m oS ee rarinm r Liri r L eee eee me et ee oe ee ee mm 56 Ticket Reservation 2 After the user decides to cancel the reservation a confirmation box will pop out U a This confirmation box Ticket Number 66 is to double check if the user really wants to leave the gueue or did he she just mis click If he she clicks on Cancel the ticket will be deleted Reservation University of Birmingham Place Admissions Office Cancel Reservation 5 EVALUATION OF THE PROTOTYPE A plan for the evaluation of the prototype We decided to evaluat
29. g the location the user enters the screen for selecting the time for their reservation Click here to select date Default date is current date Slide here to select time Default time is current time The time is not avalible Please choose another time 17 After confirmation of the time and date press the button Get Ticket and if the time is not available the system will pop out a screen and inform the user and the user can click the button Back to return to the previous screen to reschedule Screen 4 If the time is available the user gets a ticket in his her phone Then the user just needs to bring his her phone and be there on time Ticket Number 247 Place Admissions Office Date 02 NOV 2014 Time 10 02 PM This part contains the ticket information includes the ticket number place the user is going to attend date and time 18 Evaluation of prototype Nielsen Heuristics for first prototype Criteria Rating Discussion ways to solve Visibility of The step by step procedure provides clear information including the system status ticket number place date time Match between Whole system is in English the system and Although English is a worldwide language there are still a lot of the real world people who do not speak in English But queuing on the other hand its population is way beyond the number of people who speak English Therefore this system needs a function to ch
30. he queue when they are already at the destination The aim of this prototype is to let the user to join the queue in shortest time Screen 1 User arrived at somewhere and scans the QR code they provided Each branch of bank or each different supermarket will provide their own QR code for the customer to scan It contains information about the queue which will be shown in the next screen After scanning the QR code press the Scan button 23 Screen 2 Scanning the QR code will provide information about the queue and the approximate waiting time The user can decide whether he she want to wait for that much of time Information about the queue For example this queueis for students to collect their ID cards at the University Center Oueue Get ID card Place University Center Approximate Time 00 32 23 This is the approximate time for waiting until it is the users turn Get Ticket If the user decides to join the queue he she presses the Get Ticket button 24 Screen 3 After joining the queue the screen will show the information about the ticket and the approximate remaining time Ticket number for different occasions For example banks and post office usually call numbers to their counter when they are available Ticket Number Queue Get ID card Basic information about the queue Place University Center Remain
31. he service time is longer than they expected The satisfaction rates are different between people who acknowledge the waiting time and people who have no idea how long they are going to wait Therefore it is necessary to let the customer know how much time they need to wait and more importantly the time has to be exact This queue application research will demonstrate how to use a new queue application and will explain how it will work lt will show the techniques and methodologies It can be used by all people simply and freely Everyone can download that application from an application store then use it For example if one of the students from the University wants to see an administrative officer but there is along queue and she must wait a long time which would mean that she misses an important lecture she can use an electronic meter at the administration office It will be an online system that the student can access via her application on her smart phone She can open her application and choose the university part then she can find her university and she can find her department in school in order to find the administration office waiting status online This allows her to see how many people are waiting in line and when she can find an available place She can then decide to get a number and will receive an approximate waiting time When the administration officer receives people she will see an updated estimated time on her smart phone queue app
32. icket Number 247 Queue Checkout Place Counter 2 Remaining Time 00 23 35 Cancel Contirm Scan The information contains ticket number where the place is and what is its purpose Below it shows the approximate remaining time After tapping on the Confirm button the system will jump to the Ticket screen 46 The Reservation mode s primary target is for people to make reservations easily After entering the main screen for reservation the user can choose the place he she wants to make a reservation Or the user can tap on search to find the place he she wants This whole page and the contents inside each selection can be customizedin the Main Reservation screen s Settings The user can justtap on the Search to find a new restaurant or place he she wants to make a reservation Search 47 D mi ies servatio n lt oearc ch After the user enters search the system allows the user to type the place he she is trying to find and below the user can choose which country or city in which to narrow the search After inputting the place the user wants to search tap on the Search button to Reservation earch enter next step University of Birmingham It is optional for the user whether to select the country or city its main purpose is to narrow down the result a w E n T v u i o p
33. icon are confusing for the user a reservation e g getting a student ID card With this system it is possible to reduce the gueue time people usually needed There is a Back button on every screen and the tickets can be canceled so the user can undo whatever he she has already done Before getting the ticket the system always pops out a confirmation box to reduce the chance of mis clicking The efficiency of making reservations This system needs the user to provide a lot of information for making a reservation which is too time consuming Although there is a Favorite in the reservation screen the system should try to combine the Map mode and QR code mode with the Reservation mode to make reservations a lot easier i and it needs to be changed 7 Flexibility and efficiency of use Aesthetic and mnmeisieesign Help users recognize diagnose and The user interface is following an old version of iOS style it should be accepted by most of the iOS users Same as No 3 the user can see if they have made an error before tap on the confirm button And they can delete the ticket if they want to reschedule or just cancel the reservation or queue recover from errors 10 Help and documentation There is a help function in the main screen so the user should be able to learn how to use this system guickly 70 Conclusion of Second Generation Prototype Based on the design and analysis of thr
34. ime because that is the only part he concentrated on There is a blank to separate ticket information and the remaining time and the remaining time is just in the middle of the dialog box so he can easily to find the remaining time 63 He presses the confirm button then the page is redirected to the ticket page Part of the information of the ticket he got was displayed in the ticket page He can press the small arrow on the right of the ticket to see more information about this ticket He can quit the queue or refresh the remaining time manually Action Criteria 1 Criteria 2 Criteria 3 Criteria 4 Result number Vv Success Success ov vV Y Sucecess O eo lt v v v Y sus E Task 2 Goal Can Ozonur wants to join the gueue for getting a loan from the bank before he arrives at the bank When he arrives there he can do the business immediately Open the application Choose the map mode Drag the map to Find the bank branch he wanted Press the confirm button to go to the category page Choose the gueue he wants to Join Check the ticket o r DON SS Actions 1 2 The ticket icon always makes him confused He thought if he wants to get a ticket for a gueue he will press that button first Actions 3 6 He found that there is no search function in the map page and it has moved to the reservation page he thought this was very inconvenient When he is in the map page he did not Know what he should d
35. in red indicate the booking on that time is totally full and cannot be selected cn After selecting the time slot tap here to geta ticket 51 Before getting the ticket an information box will pop out like always for the user to confirm whether he she wants the ticket or not wae Reservation University of Birmingham Ticket Number 86 Reservation University of Birmingham Place Admissions Office Date 13 Sep 2014 Time 13 00 Cancel Contim n XN After tapping on the Confirm button the system will jump to the Ticket screen 52 After tapping on the Ticket icon the user will enter the Ticket Main screen It will list all the tickets the user has Tapping this icon will allow the userto obtain more information about the ticket Ticket This will only show the ticket number and whether it is a Queue ora Reservation 53 This is the information for the Queue ticket and the Remaining Time below will reduce every second and be updated every minute this can be customized in the Settings Ticket Ticket Number 247 Queue Checkout Place Counter 2 Remaining Time 00 23 35 Quit Queue Update Time This button is for those who are leaving the queue This button is specially designed for those who are feeling bored or impatient so th
36. ing Time 00 27 42 Approximate remaining time Itis decreasing every second and will update every minute to inform the user if there is an advance or delay This button is specially designed for those who are feeling bored or impatient so they can update the remainingtime manually whenever they want 25 Evaluation of prototype Nielsen Heuristics for second prototype y Discussion ways to solve Visibility of Clear information about the queue system status After scanning the QR code information was provided about the queue including what is the purpose of the queue where the queue takes place and the approximate waiting time 2 Match between Whole system is in English the system and Although English is a worldwide language there are a lot of people the real world who do not speak in English But queuing on the other hand its population is way beyond the people who speaks English So this system needs a function to change it into different languages The procedure of scanning the QR code might cause problems Although the procedure of scanning the QR code takes only acouple of seconds it might create asub queue This situation is unlikely but if it does happen posting the QR code in more than one place might be able to solve the problem User control and There is no quit or back button on screen 2 and 3 If the user wants freedom to leave the gueue or decide not to join the gueue on
37. ing in long queues e Queuing time is too long and disrupts time schedules e Cannot estimate queuing time correctly may need to rejoin a queue Robert Smith Background Age 72 Occupation retired engineer University BEng and MEng in Chemical Engineeringin Edinburgh University Main Points e Wants an easy way to manage his time e Using smart phone applications every day e Does not want to waste time in queue e Needs to manage his time well Goals e Remain anxiety and stress free e Use peculiar smartphone apps in as short a time as possible e Wants to deal with people rather than machines e Spend less time in queues to avoid tiredness 12 I just want to feel comfortable and relax in queue Description Robert is a 72 years old pensioner He came to the University of Edinburgh to study chemical engineering for his bachelor degree He graduated and did his masters in the Same university Robert worked for many companies and factories He married with a UK citizen and lives in Edinburgh Robert has 3 children but all of them are married and live separately from their parents Robert is not dependent on his children Therefore he does everything by himself Scenarios He wants to buy a present for his grandchild Lucy for her birthday To buy a gift he needs to get some money and go to a gift store to buy one because he is not able to deal with ATMs and again waitin a queue Also Robert doesn t want to spend an
38. is not sure which one is easiest for her to use e She got her reservation number quickly She is not sure if it is working well or not e She suggests that it could have another screen to help the elderly person User 4 Name Can User Type Businessman 69 Task Getting a queue number to get a loan from the bank Observations e Found three different icons which are map reservation and ticket and those are confusing for him e Heprefers to use the reservation part of application after searching for the place on the reservation he gets confused because there are many steps e He could not get his reservation number quickly He is not sure if it is working well or not He got confused e He suggests that it can have another useful screen of application e He said he has never used these kind of systems Nielsen Heuristics for Generation 2 prototype Criteria Discussion ways to solve The step by step procedure provides clear information including the ticket number place date time The procedure of making a reservation with this system is quite time consuming but some of these situation usually are not able to make 1 Visibility of system status 2 Match between the system and the real world 1 3 User control and freedom 4 Consistency and N A standards pn Recognition The descriptions on the Main screen are not clear enough MAP rather than recall 3 OR code Ticket the title of these
39. l and no information for how to use this documentation system The system should add a help or support function before the screen 1 in the main menu to guide the user Student Scenario Reason Scenario I Wants to He likes this prototype and he used it with ease collect his ID a Card from He Just goes to the admission office where there University is a screen gets his gueue number from the pedd f SOLN University admission office with a quick scan of the GR code and is seen He has never seen and he has never heard of this kind of fast system Scenario 2 Wants to When he arrives to bank he is a little bit confused create new bank account because he normally gets a ticket by touching a to manage his button on the screen This time he is scanning a budget OR code from the screen and gets a ticket number and time He likes the practical and useful system Scenario 3 Wants to send e This prototype matches his needs When he a parcel to his friend in arrives at the post office he just gets a ticket by Germany scanning a GR Code Businessman A Scenario I Scenario 2 Scenario 3 Scenario Wants to geta loan from bank to buy a house Does not want to stay in the queue for long when waiting to meet a doctor Wants to post a parcel to his partner 2 Reason He likes this prototype because it is easy to use and very efficient There are some labels with printed QR codes f
40. languages User control and freedom There is no exit gueue button on the ticket screen This type of system is aimed at joining queue instantly so the scenarios for this prototype are more likely to occur in stores either way the user needs to wait and check out so it is less likely for the user to quit the queue Nonetheless it should have a quit queue function on the ticket screen 4 Consistency and stander NA Error prevention Users could mis click the stores when the map pops out This is a major problem since it only needs the user to click twice once on Get Location and second time on clicking the location And 4 if the user selects the wrong location he she will end up joining the wrong queue One way to solve this is to add a confirm step after clicking the location or enlarge the map to a size that can reduce the mis clicking rate Font is relatively small and low contrast The efficiency of joining queues This system is aiming for joining queue instantly so it minimizes the steps into two clicks it does not have a flexibility problem since its goal is to join a queue The user interface is just plain white The interface has not been well designed it should contain at least some color instead of just black and white Same problem as No 5 and if an error occurs there is no way of fixing it The only information the user will get is when he she gets the ticket and there is no way to cancel that
41. lication for instance your estimated waiting time is 30 minutes and there are three students ahead of you In this way she will not waste time in a queue Queue Management System Strengths of this system A Queue Management System needs to be reasonable and understandable When a customer uses the system for the first time it should be very clear In Figure 1 there are 2 main buttons They are very big simple and readable for almost everyone It is shown that a customer should choose a service Please Select Your Service A customer chooses a service and receives a ticket by pressing the button on the ticket printer which is shown in Figure 2 It also has the label and the big blue arrow that displays where it should be pressed A customer presses the button and receives a ticket with his her waiting time shown The ticket which is displayed in Figure 3 has information about the time and date that the ticket has been taken a queue number queue length and an average waiting time in minutes The main thing here is that it shows the current queue length and average time This is an advantage for customers to know how much time he she should wait until his her turn to be served While a customer waits the huge screen Figure 4 displays ticket numbers orders and desk numbers etc The key point here is that when it is time for a customer s turn to be served the screen will show the service name ticket number and desk number of this cu
42. lutions Microsoft PowerPoint 2010 Balsamig Mockups Pencil Project After evaluating these tools we chose Pencil Project Microsoft PowerPoint 2010 It is one of the most popular tools in use and it is mentioned in the prototype tool suggestion Our team members have some experience of using this tool but because we are focusing on creating a smart phone application this tool lacks templates and stencils for particular objects Balsamiq Mockups This is another tool that has being mentioned in the prototype tool suggestion we have used it in our first generation prototype lt is easy to use for drawing the system flow chart but it is a little too sketchy for our second generation prototype since we are using personas to do a more detailed evaluation Pencil Project This tool is recommended by other teams because we are trying to build a smartphone application prototype with the templates and stencils we can make it as detailed as possible so this tool totally suits our need And since we are trying to overcome one of the defects that Nielsen Heuristics has found for our first prototype which is the Aesthetic and minimalist design with the interface design style of iOS system the stencils for the iOS system fits in perfectly My Favorite Queue Solution Flow Chart Restaurant Hospital Map y THY AM s ojw e n rjv u 1 o e A s p FJe n aa Ed ww lt ggonogg s Map Reservation
43. mber for different occasions Forexample banks and post office usually call numbers to their counter when they are available Ticket Number 234 Basic information about the gueue Oueue Check out Place counter 1 Remaining Time 00 07 12 Approximate remaining time ltis decreasing every second and it will update every minute to inform the user if there is an advance or delay This button is specially designed for those who are feeling bored or impatient so they can update the remainingtime manually whenever they want 31 Evaluation of prototype Nielsen Heuristics for third prototype Criteria Discussion ways to solve Visibility of No provision about the internet status and the server status The queue joining system is based on internet connection so without internet connection this system will fail Bad internet connection could cause the data transfer between the smart phone and server go wrong lt should show the internet connection for the user to make sure the user did successfully get the ticket system status 2 Match between the system and the real world The whole system is in English Although English is a worldwide language there are still a lot of people who do not speak English But gueuing on the other hand its population is way beyond the people who speaks English So this system needs a function to change it in to different
44. me ARDUA ALTA UNIVERSITYOF BIRMINGHAM School of Computer Science Introduction to Human Computer Interaction 2014 2015 06 21253 Queue Application Group 2 Kayhan Sayin Aydan Huseynova Yunlong Hou Szu Chi Chen Definition of the Problem It is very important to understand the problem of waiting in queues in our everyday life and the ways of solving this problem In our life people are wasting time in queues almost every day for instance at the train station when buying a ticket at the bank at the hospital the airport at theme parks such as Disneyland at school when getting ID Cards or when trying to get some documents at the library and school registration days Nowadays there are two different kinds of queues The First is the queue where people stay and wait till their own turn In the other type of queue one takes a number ticket as his order which allows him to leave the place of the queue and do some other kind of business of his own during that time Obviously the first kind which is called an unstructured queue is the most conventional one and seems like a waste of time But it depends on how many people are in the queue If there are no more than 10 people in a queue the time spent for waiting is acceptable But if there are too many people in a queue staying and waiting there for one s own turn is not a good choice To solve the problem arising from the first method the second kind a structured
45. n 6 Now he is going to choose the date and particular department in the bank It is clear that he needs to scroll up and down to choose the date and for the department part he has to tap department to get different options Then he presses the Time Table button Action 7 The next window is almost the same as before So it is a familiar screen for him There is nothing confusing about it When he scrolls up or down he sees red labels and it is easy to understand that the time is not available Nevertheless he doesn t want to get a reservation exactly at each hour If he needs to reserve a place 13 30 then there is no options to do this The Get Ticket button is clear to comprehend The pop up menu is opened and it shows all the information about his reservation Robert presses the Confirm button to confirm his reservation He also could cancel The color of buttons are meaningful to distinguish from each other and ensure he does not click wrongly When he finishes all these steps the screen will jump to the Ticket screen to show his chosen ticket tickets iV success _ ____ Suecess 7 Suecess 7 Suecess i Suecess 7 Suecess Task 2 Robert wants to shop in a supermarket Goal Robert as always every Monday goes to the supermarket which is near his house and does his shopping for a whole week But there are always long queues in the store He uses this new queue solution application to get a ticket for the che
46. n select the university section and find her university From here she can find the required department select the administration office and see how many people are waiting in queue and when she can find an available place there She can decide whether she will wait and will receive a number and an approximate queuing time When the administration officer receives people she will see her updated estimated time on her iPhone queue application for instance your estimated wait time is now 30 minutes and you are now second in line By using the application she will not waste time in a queue g Tam J 2014 Literature review Gueueing problem The most common problem for the customer in the service industry is waiting because the limited counter cannot meet the requirements of the increasing number of customers So waiting in line also known as queueing is necessary A queue is a line of people waiting in turn to be served for different purposes People collectively spend a lot of time waiting in gueues Filiatrault 1993 suggests that waiting lines imply both economic and psychological costs for the consumer both of which increase the real global costs incurred by consumers Waiting in gueues is often punctuated by trouble anger and sometimes fights However psychological costs cannot be assessed correctly in a simple way Filiatrault 1993 Generally the longer time the customer spends on waiting the more unstable thei
47. n the queue People waste hours of their lives when they are waiting in queue Some existing queue systems do not have an organized structure in place for instance at university admissions offices or train stations Waiting in queues and service systems are important parts of the business world Although losing time in queues people must stand there because there is no other alternative solution On the other hand there are some organized systems for instance at banks or concerts Banks use some systems nowadays but these are not intelligent systems The customer goes to the bank takes a queue number and waits in queue This system is more common nowadays but customers do not know how long he or she needs to wait The Bank line system seems good but in reality it is weak This queue application research will show customers how to use a new queue application system and will explain how it works It will show the techniques and methodologies It can be used by all people simply and freely Everyone can download the application from an application store and use it For example if one of the University students wants to see an administrative officer but there are many students at the university she must wait long time This may not be possible because she has an important lecture However there will be an electronic meter with Wi Fi at the administration office The student can use her application from her iPhone She can open her application and she ca
48. ne was nevertheless the easiest way to get a ticket for him would be to just show the place automatically and receive the remaining waiting time This application is very useful to get a ticket for a queue in seconds However in this case you have to be in the bank post office supermarket He wants to get a ticket before going to the post office It is inevitable to need to wait in a queue even using this app PROTOTYPE 3 Description of prototype Tool used Mockup Primary target Create an application that can join gueues instantly 29 Rationale As the location function has been widely used in smart phones it is advisable to use it in the queue application Therefore this prototype will design the interface based on the location function to make this application more intelligent it will focus on the distance to the destination Screen 1 According to the user s smart phone GPS system his her phone can tell the user exactly where he she is After the user makes sure of his her location he she can join the queue instantly After the map pops out it will show the stores with this system nearby The user has to choose the store they are in and click it This is because smart phone location systems are sometimes not that accurate First the user clicks the Get Location button and gets the map above 30 Screen 2 After choosing the right queue the user joins the queue instantly Ticket nu
49. o because there is no instruction or help information about how to use this map He just drags the map then he suddenly found that the store and branch icon can pop up a dialog box to go to the next step lt takes him almost 20 seconds He chooses the queue he wanted and presses the arrow button to pop the dialog box and presses the confirm button to confirm to join the queue 64 Action Criteria 1 Criteria 2 Criteria 3 Criteria 4 Result mo Y Success vn Bl Y Success Y Success Ht 4 ER HM A I Oa O lt Task 3 Goal Can Ozonur wants to make a reservation for a regular health check Open the application Choose the reservation mode Input hospital name Set the country and city then choose the hospital and set some other information Press the get ticket button and then press the confirm button Check the ticket Actions 1 2 oS w NS The ticket icon always makes him confused He thought that if he wants to get a ticket for a queue he will press that button first Actions 3 6 The icons except reservation on this page make him confused He did not know the function of other icons and he felt those icons were unclear for him In the category page he got confused as to why the reservation page has lot of categories and a search bar He put the name of the hospital into the search bar then became confused as to why the program did not provide him with a result bu
50. o do some other things when I am in a queue Description Can has been working in an oil refining company for 5 years and he worked in Oatar so he has strong international experience Since he is involved in the Electrical Maintenance Department in the company he has experience of using very a variety of applications particularly the very popular mobile application Besides He has a high end smartphone He is very busy processing business and has only a few hours of free time When he has got the number and joined a gueue he will always use this time to do something else Therefore he regularly misses his number and has to re gueue He would be happy to use the phone to remind him of the remaining waiting time Scenarios He should geta loan from the bank to buy a house but he does not want to wait in queue He is a busy man He is busy working hard in the day time He just needs to go to a bank and needs to give the reguired documents to a customer representative who works atthe bank He had an appointment at the hospital but when he arrived atthe hospital there were still a lot of people waiting in line He cannot wait in gueue because he is too sickand he wants to see doctor as soon as possible He wants to post a parcel to his partner atthe post office but he does not have much time to wait he just needs to go and leave a parcel there He knows many people use the post office and he is under pressure for time Pain Points e Wait
51. ole process of reservation is complicated for him even if he has some experience for using mobile applications many navigation actions need to be performed He does not want to have to put in so much information He thinks this application is not intelligent enough A lot of information needing to be set reduces the efficiency of this application to some extent increasing the time to join the queue Evaluation of scenarios based on the experience of the student Task1 attending a queue for getting a University ID Card Goal The student Kieran Walpole wants to get his new university ID Card This is his first time to using the queue application Open the application Choose the reservation mode Choose the University Choose the Country Choose the City Choose Month and Date Choose Department Press Time Table Press Get Ticket 10 Press Confirm of OD OY DD Entering the system Action 1 He opens the iOS or android application from the smart phone He chooses reservation mode 66 Choosing who he wants to reservation Action 2 8 At first He does not know anything else about this application He has never used this application before He chooses reservation mode He can use a smart phone very well He chooses the University from the application then he can go to other part of application easily To find university he also types from the main screen of the application The system allows him to type the location Then he ch
52. ome organizations or departments in the world that are more organized for instance some banks and Government institutions Banks have started to use some new systems but these are not always intelligent Customers who go to the bank take a queue number and wait in line This system is becoming more common but customers do not know how long he or she needs to wait The bank line system is a better solution but it still has its weaknesses The key point of this model is the index number system that it introduced Customers who want to join the queue need to pick up an index number which indicates the position of this customer in this queue before they join the queue The basic concept of this model is that there is no need for the customer to stay in the queue all the time The person can just take an index number and find a place to sit down and have a cup of coffee instead of standing in the queue feeling bored and doing nothing The advance index number system can print a number which indicates how many people are before you in the queue However the weakness of this model has also emerged The customers cannot know how long they need to wait and if they go somewhere to do some other work in that time they cannot estimate appropriately when they need to return According to Kumar 1997 customers will have a high satisfaction if the service time is less than they expected but on the other hand customers will have an even higher dissatisfaction if t
53. ons There is no blind approach and there are also analytical and fresh approaches on smart phone technology Queue application finds a common approach for user So it makes 68 life easy for user He Kieran showed that he could use these kind of applications at different locations User 1 Name Kieran User Type UK Student Task Getting a queue number Observations e Found three different icons which are map reservation and ticket those are confusing for him e After searching for place he chooses his reservation again He thinks it may be not necessary e He is not sure about the department part He suggests that it can be another screen of the application User 2 Name Emre User Type International Student Task Getting a queue number Observations e Found three different icons which are map reservation ticket and those are confusing for him e Heprefers to use map after searching for the place on the map he gets confused about it e He got his reservation number quickly He is not sure if it is working well or not e He suggests that it can have another screen of application User 3 Name Jenny User Type Elderly Task Getting a gueue number Observations e Found three different icons which are map reservation ticket and those are confusing for her She needs to help to understand the program e She prefers to use the map after searching for the place on the map she gets confused about it She
54. ooses country and city After that he can see the university on the screen and he chooses the department and time table to get reservation He is very familiar with these kind of applications and he is able to follow all of the steps easily Getting Ticket Action 9 10 After choosing the date he goes to the slots and he chooses an available time in the department Then he is going to press get ticket button He is ready to get reservation Before getting the ticket he gets a confirmation part and he confirms his reservation i Saes C 7 Smcees Success xT Fail i Swess i snt i Suecess i Sd 4 lt S OO B CE EHUN 4 Task2 attending a queue for sending a parcel Goal The student Kieran Walpole wants to send a parcel to his friend who is abroad Open the application Choose the Map mode Choose Locate Self Mode Choose the Post Office Press Confirm aS ONS Entering the system Action 1 He opens the iOS or android application from the smart phone Choosing who he wants to reservation Action 2 4 At first He does not know anything else about this application He has never used this application before He chooses Map mode He finds all branches of Post Office and he chooses the post office from the application so he confirms an exact post office branch The system is user friendly and fast The user does not waste time when looking at the location 67 Getting Ticket Action 5 After ch
55. oosing the date and which queue He is ready to get a reservation Before getting the ticket he gets a confirmation part and he confirms his reservation Action Number Success 7 Success Task3 attending a queue for opening a Bank Account Goal The student Kieran Walpole wants to open a bank account this is his first time using the queue application 1 Open the application 2 Choose the OR Code mode 3 Press Scan 4 Press Confirm Entering the system Action 1 He opens the iOS or android application from the smart phone Choosing who he wants to reservation Action 2 3 At first He does not know anything else about this application He has never used this application before He goes a bank branch He chooses OR Code mode and scan The system is user friendly and fast User does not waste time when getting a aueue ticket Getting Ticket Action 4 After choosing the date and which queue He is ready to get a reservation He gets a ticket number confirmation Before getting the ticket he gets a confirmation part and he confirms the ticket Action Number o Saes EU Oe AO OI vo Success e u eeIz vo Success A vi Success Conclusion of evaluation of scenarios based on the experience of student Second generation prototypes and their evaluation provides empirical analysis and results Some results are valuable even though there are a few mistakes on the prototypes which are smart phone applicati
56. or various services on the reception desk He just needs to scan the QR code by using queue application and then he can decide whether to join this queue When he arrives at the hospital he just needs to scan the QR code from the screen and then the information of the ticket and approximate remaining waiting time will be shown on his phone The remaining time is updated automatically He likes this convenient application This prototype is useful to him When he arrives at the post office he just gets a ticket by using his phone to scan the GR Code The whole procedure of joining the queue requires only 3 steps Elderly person Scenario Withdraw some money from his pension bank account Scenario I Scenario 2 Shopping from supermarket Scenario 3 Send a parcel to his son who lives in California 28 Reason Robert wants to withdraw some money and for this reason he goes to the bank and uses the 2nd prototype application The first thing after launching the app is scanning QR code to get a ticket for operation in the bank After scanning the place and approximate time is shown On the third page again readability is poor for the elderly person lt is also tedious for him to update the remaining time every minute When Robert does his shopping in a supermarket he wants to easily get a ticket and not to wait a long time This app is not as complicated for him as the previous o
57. ot be informed Therefore the customer could miss his her turn When he she comes back and see that his her turn has gone they would have to get a new ticket number to be served which makes the addition of the system completely useless Results of literature review This shows that people can use this system easily and easily integrate it into their life The Queue application can be user friendly in people s life and they can manage it at day time We decided to create this application so that people will be able to join queues instantly Queue management systems are not interactive with time for instance in banks and hospitals etc Kieran Walpole Background Age 20 Occupation Student University Birmingham Main Points e Wants easy way to manage his time e Using smart phone applications every day e Does not want to waste time in queue e Need to manage his time well Goals e To manage his time well and minimize waiting time in gueue e Usetechnology conveniently 10 I just want to feel comfortable and relax in queue Description Kieran is an 18 year old undergraduate student from Birmingham UK He is registered to the University of Birmingham to study English His parents believe that he has an opportunity to improve his skills whilst studying at a prestigious university He is a first year student His parents believe that he has to use his time efficiently in the university He does not want to waste his tim
58. r emotional state becomes as tension stress increases and even anger rises Filiatrault 1993 People waste a lot of time when they are waiting in gueue Some existing organizations or departments do not have organized systems for instance university admission offices or train stations Waiting gueues and service systems are important parts of the business world Although losing time in gueues people must stand there because there is no alternative way to find a solution Typically modern gueue models are implemented in two different ways one is the traditional gueue usually generated in front of counters This occurs because serving each customer reguires a certain amount of time and usually one customer will need to be served for instance at the counter of the store but other situations may exist where one customer buys many things This means that the serving time could be longer than the average and that things happen that can increase the waiting time for the people who are in the same queue Other people who want to be served should stay in the queue and wait their turn Eventually this may lead to dissatisfaction in customers especially psychologically The queue not only affects people in a psychological aspect but also in other aspects such as people may miss other important events or works whilst in the process of waiting The weakness of this model can be summarized in following points Firstly to stay in along queue for servi
59. r long when waiting to meet a doctor Wants to post a parcel to his partner 33 Reason He believes it is the most convenient application he ever seen Because the nearby bank branches will be displayed on the map when he open this application This application uses GPS function of the phone to locate the current position of him This prototype can meet the requirements of this scenario but if his location is far away from that of hospital the application may not be useful in that situation He needs to drag the map many times to find the hospital He can use it to find a post office which is near to his home or office This prototype is a convenient way for him to send a parcel and will save his time Elderly person Scenario I Scenario 2 Scenario 3 Scenario Withdraw some money from his pension bank account Shopping from supermarket Send a parcel to his son who lives in California 34 Reason f Robert wants to withdraw some money but doesn t know of any banks nearby so this 3rd prototype application tells him where he is and gives him the names of local places He can now get a ticket This is a good approach for elderly people so that they do not get confused with the different steps of the app He chooses the place from the queue application and gets the ticket to the check out lt is very easy and quick for him But the map is not clear for him
60. rm Cancel Confirm g BW amp Technology S Barclays Ba University Ro W 42 After confirming the store the options of the queue in the store will be shown Queue Checkout Place Counter 2 Remaining Time 00 23 35 Queue Customer Service Place Desk 3 Remaining Time 01 04 27 After the user decides which queue he she is joining he she can tap on this icon to get the ticket Here will be shown alist of different options of queue and the information is shown below An information box will pop out for the user to confirm whether he she wants the ticket Ryman Queue Checkout Place Counter 2 a Ren Join this Oueue Our Pla Cancel 91e a LL Rer Tap on the Confirm button and the user will get the ticket 43 44 The user enters the QR Code mode when he she is at a store which provides a QR code for scanning in order to join the queue Each branch of bank or each different supermarket will provide their own QR code for the customer to scan It contains information about the gueue and will be shown in the next screen after scanning Afterfocusingon the OR code press the Scan button 45 After tapping on the Scan button the information of the ticket will pop out and the user can choose if they want the ticket or not T
61. stomer Therefore a customer will Know that it is his her turn to go to particular desk Please Select Your Service Alumni Office Registration 4 30 PM Figure 1 Touch Screen for Ticket Issue This is the Ctrontx Queue Management System which is presented for customers to use for choosing their service and getting a ticket Once a customer takes a ticket from this kind of machine he she waits their turn to be served e Please Press for a ticket Pwyswch am docyn Os gwelwch yn dda iy ctronix Figure 2 Ticket printer Welcome lt Time gt lt Date gt lt T gt Queue Length lt L gt Average Wait lt W gt Minutes Bee CARDIFF CAERDYDD Enquiries A10 Desk 1 Figure 4 LCD display Weaknesses of this system The main weakness of this Queue Management System is that it is not interactive For instance when a customer gets a ticket by pressing the print button it shows an average wait time However if the time is more than 15 20 minutes then it is possible that a customer wouldn t like to wait this much time in the office and wants to use the time efficiently to do other things whilst waiting in the office Nevertheless in case the waiting time is more than 20 minutes and the queue length is 6 and a customer doesn t want to spend this specific time waiting the timing is not interactive it will not update the queuing time It means that the waiting time of other customers could fall but they would n
62. t needed him to continue to select the country and city He selects the country and the city and then needs to select date and time Finally he presses the get ticket button After checking the information on the pop up dialog box he presses the confirm button Action Criteria Criteria 2 Criteria 3 Criteria 4 Result ma em i iV Success i Success 65 Conclusion of evaluation of scenarios based on the experience of businessman In task 1 Ozonur chose the QR code mode to perform this task He wants to join the queue to send a parcel He thinks the process of scanning QR code should be automatically finished but not manually Another drawback of this application is that it should have a page for choosing categories of services after scanning the QR code because he spent some time to find corresponding QR code for different services In task 2 Ozonur uses the map mode to go through this task The icons in the main page make him confused He cannot understand what function the icons performed There is no information to guide him on how to use this application In the map page he cannot find any helping information So he wastes some time in this step He thinks every page should have some information guide to tell the users how to use this application Another drawback is that the blue circle button is too small to press He needs to press twice to do the action In task 3 he chose reservation mode The wh
63. to understand the usability of the application Personas were from different ages status and had different technology skills Moreover we studied three scenarios for each persona to engage with the usage of the application by people in various situations Subsequenily we started to prepare the first generation prototype We accomplished three low fidelity prototypes and added diverse options to each of them The tool we used was mockup The prototypes were evaluated based on the experience of personas Then we used Nielsen s Heuristics method to evaluate our prototypes The analysis of this helped us to generate our next step for the application The last part of our project was the designing of a second generation prototype It is inspired by the first prototype and established a new one by using different aspects of it We examined the weaknesses of the first prototype and utilized several functions to build new prototypes We used the Pencil tool Additionally we evaluated this prototype as well We used Neilson s Heuristics and cognitive walkthrough methods to estimate the functionality of this prototype References Chebat J C and Filiatrault P 1993 The Impact of Waiting in Line on Consumers International Journal of Bank Marketing 11 2 35 40 Kumar P Kalwani M U and Dada M 1997 The Impact of Waiting Time Guarantees on Customers Waiting Experiences Marketing Science 16 4 295 314 Mann L 1969 Que
64. ue Culture The Waiting Line as a Social System American Journal of Sociology 75 3 340 354 Neilson J Molich R 1990 Heuristic evaluation of user interfaces CHI 90 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems Pages 249 256 Novick D G 1999 Using the Cognitive Walkthrough for Operating Procedures Interactions 6 3 31 37 Polson P G Lewis C and Rieman J et al 1992 Cognitive walkthroughs a method for theory based evaluation of user interfaces International Journal of Man Machine Studies 36 5 741 773 Tam J 2014 Kindergartens sign up for online application system built by parents online Available from http AWwww scmp com news hong kong article 1431606 kindergartens sign online application system built parents Accessed February 2014
65. y more time in bank The main objective is to withdraw money to buy a present and spend it on different occasions Robert and his wife Anna go to the big supermarket a little way from their house They buy different food from this store however atthe end of the shopping they are faced with long queues inthe supermarket They are elderly and they cannot wait for a long of time in a queue Robert wants to check out as quickly as possible and to continue his gardening Robert buys gifts and should go to the post office to pack them and send them There are always many people in post offices and long gueues He doesn t want to spend his time waiting in a long gueue The process should be comfortable for him because he doesn t want to tire too much Pain Points It is really hard for him to wait in long gueues for a long time period He has some illnesses and as he is more than 70 so waiting in a long gueue on feet can have bad effects on Robert s health Also he has poor eyesight and cannot deal with smartphones and other devices as easily and guickly He doesn t have the patience to spend more time with apps and programs on a phone although he has a smartphone He just uses it to talk to his relatives and friends 13 First Generation Prototype OVERVIEW First generation prototypes are very important to evaluate and obtain better results of the real application Three different prototypes are presented There are many advantages of creating an

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