My path card need refill today. I go to the path station and rush in go to school.
It’s hard to use! I touched the start button in the upper right corner of the screen and chose the language I need. Then the user interface is as shown in the picture above.
“Touch your SmartLink to continue” I looked at where the arrow is pointing. Although I know I need to touch my card instead of insert it, I tried to insert my card because the arrow showed I need to do something right at this place but failed. Then the time allowed for operating was ended and I needed to do all things above again. The touch screen on the machine is hard to use, I even can not find where to touch my card on the machine. I looking for it from top to bottom, but I still can not found where I can touch my card. Asking my friends for help, I finally find there is a circle touch panel on the right bottom of the machine.
Afterwards, I need to insert my credit card to refill. The machine is hard to read my credit card. I dip several times. Again time is up. I repeated this step on above inserting my credit card and got refilled at last. Though eventually I made it but the process was so frustrating!
Then, I have observed more than 5 people interacting with this machine. More or less they had trouble while using this machine.
1st customer: like me hard to find where to touch the card.
2nd customer: can not find the start button (advertisement is full of the screen).
3rd customer: go through very well.
4th customer: the screen is not easy to touch and he change to another machine.
5th customer: trying to pay with her credit card but the machine did not accept it several time.
Most people using cards intended to be used by touching have trouble finding the right place to touch. On one hand, the visible instruction conveys wrong message to users. In this example, the arrow is not pointing to the place we should touch the card. It is pointing to the place where we insert metro card. On the other hand, the touching area is not visible when users stand in front of the machine. The touching area is located out side the field of sight when we focus on the screen. There are to many information on the machine.