A Public Kiosk In Connection With The 2012 Olympics (Report) - Essay Example

Table of Contents Overview ……………………………………………………………………………….2-3 Design: The System ……………………………………………………………………4-5 Design: Problem ment/Solutions…………………………………………………5-9 Usability Goals……………………………………………………………………….10-11 Design Techniques …………………………………………………………………..11-13 Design Applications …………………………………………………………………13-15 Evaluation Plan……………………………………………………………………....15-18 Works Cited……………………………………………………………………………..19 Overview: The kiosk I wish to provide for the 2012 Olympics in London is one that will help Visitors maneuver more efficiently through the grounds and arrive at their events on time. The specific purpose of the kiosk will be to help visitors find the events the wish to see. It also helps with the decision making process by displaying all events at each hours. The kiosks eliminate some of the volume at information booths, while also helping reduce foot traffic flow issues created when visitors are undecided or are lost. They are not designed for huge profit, though users will have an option to print a map to take with them for 2 euros. The real advantage of a kiosk is to promote self-service among consumers and provide them with a higher level of service” (Sweeney). The kiosks will be used for the first time by London Olympic Games officials, as a test for future games and events. Our company receives a stipend for design and development costs. Physical machines are provided by a kiosk designer/supplier. The vending machine systems used to collect coins will be installed by a London vending company. Depending on the success of this project, future contracts may be realized by our company and the others involved in putting the kiosks together. Visitors will use one of four kiosk terminals in one of four locations, to obtain event and location information at specific hours. They will have the option of printing the on screen map to share with others in their party or to save time that would be required to return to the kiosk to obtain forgotten information again. Visitors will be able to select one of nineteen languages from the main screen. The next screen will ask for more input information of event or hour. Output display will provide the desired event and all others held at that hour. Below the arena or locations will be a ‘view map’ button for directions to the desired location. Once the map screen is in view, the user has the option of ending the inquiry or printing the map, which will only occur after the correct amount of coin is inserted into the slot. Users of the kiosk will be mostly adults, but will include some children old enough to read their language. All users will need to convert money from their home countries, though this will likely have been done before or shortly after arrival. The kiosk will not accept credit or debit payments, as the small amount is not sufficient for many account transactions. The kiosk will be a multi unit or multi screen center, placed at four different locations throughout the Olympic site, near easily identifiable locations such as food centers. Each four sided kiosk will allow for four users at once, while providing m ore secure transactions, though security is not a major concern. There is a slight risk when a line of terminals allows one user to positively identify the language of the next user, possibly causing some act of personal terror or aggression. This design offers some privacy and spreads human traffic in different directions, attempting to avoid long lines. Above each terminal will be a sign in all languages that simply says “Event Finder” in Red. Olympic torch symbol, will be placed in the foreground, with the flame lighting and slowly fading away intermittently. The classic Olympic rings symbol is repeated in the background. The new 2012 logo is difficult to decipher and not very a very pleasant looking graphic. According to Interactive Olympics sports editor Claire Stocks, “We’ve had a huge reaction to the launch of the new logo-most of it negative.” There was some concern that security or law enforcement personnel would have a more difficult time in monitoring such a center. However, three of the users can be viewed from one location as long as security personnel are positioned directly behind one user, though at least 20 feet back. From this point users on either side can be viewed. This requires the need for only one other security person for the opposing side. Design: The System The design will be adapted from applications used for Automatic Teller Machines. As there is a vending function with the payment for printed maps, a vending machine Application will also be adapted, with consultation of a vending machine technologist. It is expected that interface between ATM function, printer and vending program will Also require expertise of the vending technologist, and others as well. “it was important not to get confused by any preconceived limitations of what technology can do." (Kiosk Marketplace). The initial screen will show a message across the top, about a 14 point font, that says “Welcome to Olympics 2012” in several different languages. Below the welcome, about halfway down will be the language selections with touch screen button next to each language. Languages offered will be: English-American, English-UK, Spanish, French- France, French-Canada, German, Japanese, Korean, Laotian, Chinese, Italian, Dutch, Hungarian, Russian, Polish, Swedish, Hindu, Arabic and Greek. Three columns of countries listed from top to bottom, with one extra in the first row seems the easiest design to read. The welcome message, on the other hand, will read from left to right in rows. The pattern change makes each section more easily identifiable. This design works well, as the static screen on the top half does not move. The The Olympic rings with the torch at the top center are mostly static. The torch will be designed with movement. The most likely action will be for the torch flame to light and fade out intermittently. The bottom half of the screen serves as the input and output area, so it will be the part that is programmed for specific functions. First, the design application must be able to read the language input, then provide output in the form of a question which asks “for which hour do you wish to see events?” specified language. An additional feature on this screen will ask for time displayed in hours or twenty four hour clock, for greater user friendliness. It will also provide a menu of the numerous events offered for the hour selected. A visitor may wish to watch Men’s 100 Meter Swimming, Women’s Gymnastics-Floor Exercise, Team Rowing, Equestrian Stadium Jumping or Weightlifting, all of which may be starting at 2:00 pm in different locations. The time options will be listed across the screen as Hour(enter here) or 24 hour time (enter here). Keypad entries with directional cursor will be used. Each entry option will provide a pull down menu from which the desired time is chosen. This is the easiest means for providing fairly error free processing. If entry boxes were used instead, error messages would be required, in the event that users entered a non numerical character. With two places for hour time, a user might also type in 20 instead of 2 or 02 for 2:00 pm. The other places would already be provided for reduction in user error. This might become more confusing with the twenty four hour clock. This method of programming would not have created a problem for designers, but may have caused frustration for users of varying educational levels and reading abilities. Once the hour is highlighted by the user, the output screen provides a list of all events beginning at that hour, with corresponding locations listed below each even, such as Arena A or Pavilion B. After the event and corresponding location is selected from a list, the next input will simply be a button that states “show map, manipulated with the cursor or directional down arrow, both followed by the Enter button on the keypad.” The “show event” button processes the inputted information and provides output information “you are here” with a red dot. The desired location will be identified as a red star on the background map of many pale pastel colors. When the directional map output is provided, the next and last screen appears. The user can choose “end” or “print map.” Under the “print map” selection is a message stating “please deposit two euros.” Coins can be deposited in any combination that equals two euros. If the coins are not deposited within thirty seconds the application ends and the welcome screen comes up. Once the map is printed, the screen also goes back to the main welcome. The kiosk design works as a combination of ATM like functions, while also including vending machine type functions for the print map option, which is triggered by the insertion of correct currency. As ATM type programs already exist, with their multiple screens and multiple selections, existing programs can be used with some alterations. More options and visual redesign of each screen are easy enough, with the addition of the language options. This will required different databases for each of the different languages, which are prompted by ‘if, then’ statements. This part of the design can be produced using Visual Basic as the application. The other part of the design that prompts the printing of the map is a bit more involved. Each terminal will include an internal printer, which is locked until the recognition of appropriate currency amounts is detected. For this part of the task an electronics expert will be consulted to help design the interface for the application and vending type functions. Design: Problem Statement/Solution Problem: Readability of screens may be difficult for some, depending on acuity, glare and lighting factors. Solution: The welcome or upper half of the screen will read from left to right, or horizontally. In addition to a divider bar, the lower half of the screen will read in columns, from top to bottom. This allows users to distinguish the welcome area from the functional input area. Various pastel colors used for different locations on map, with red dots and stars for easy location will allow users to more easily determine if they are headed in the location shown on the map. “In this new age of portable, fully- communicating tools, it is ever more important to develop a humane technology, one that takes into account the needs and capabilities of people” (Norman).    Problem: Interface with vending function. Solution: Consult with vending technologist. Design print function to interface with terminal only, so that only interface from terminal to vending is required. Vending function triggers print option, when driver is loaded into terminal. Problem: System Security for technicians and for data integrity. What type of network and connection is best? Solution: Password encryption for technicians and vendor technicians. Background checks for all hired to work at event, required for Olympic Committee to issue official ID badges with hologram logo. Local Area Network using DSL connection is most reliable in London. Problem: Acquiring talented and trustworthy technicians to work at event. Solution: All positions will be posted on the internet for all UK nations. They will also be sent to all UK universities via mail, with encouragement to make multiple copies and post in conspicuous areas. Libraries and other public offices will also be sent postings. International Olympic Committee will also assist with some postings. Those willing to travel to London will be first be required to provide a resume, photo idea faxed or emailed to London office, complete address and other contact information. Permission for background check and skill verification will be allowed by electronic signature, or print form and email or fax back to London office. Background checks will only be done for the 25 most qualified. Of the 25, those who pass background checks will be brought in for interviews. This reduces costly and drawn out processes for our organization and the applicants. “Where an organization is clear about its IT needs, there is no reason why it should take multiple interviews to make a hiring decision” (Murray). Problem: Differences in how various cultures tell time. Solution: Provide time options in pull down menus for hour time and 24 hour clock. Problem: Need for many different language displays and instructions for users. Solution: From main menu language selection, access of event schedule and location database in each language. It is felt that accessing the same database using various language translation applications may provide another area for possible malfunction. We may consult with language experts from various countries for database setup. Problem: Welcome and instructions on screen in different languages may be offensive when translated. Solution: Consult with language experts regarding screen content. Problem: System failure of hardware. Solution: Provide backup server which also backs up schedule information every 4 hours, as schedules or locations may change. Problem: Application malfunction. Solution: Mirror drive with all applications and information backed up every 4 hours, Problem: Less literate than other users, cannot read screens. Solution: Visitors told upon entrance that a security guard or translator will help with use of kiosk if the visitor goes to an information booth and asks for help. Problem: Long lines at times when most popular events are held. Solution: Two backup kiosks that can be quickly delivered by truck to key sites, on rollers for easy and quick setup. Non-permanent anchoring systems used. Problem: Security issues with IT and Vending staff who empty kiosks. Solution: Two security guards escort staff every 4 hours. Problem: Complaints of money lost in machine, terminals that do not work. Solution: Instructions on Event locator signs above terminals that instruct users where to go in the event that malfunction occurs. Locations will be information booths, security guards to communicate problems. Problem: User selects print option but does not deposit coins, may cause hold up Solution: Time out function after 30-45 seconds. Problem: Need permission to use Olympic Torch Symbol on kiosks, outer shell and on user screens. Solution: Contact Olympic Committee and obtain permission, specifications on use and limitations. Provide sample of designs for approval before design processes begin. Problem: How to collect statistical data for future marketing purposes and for reports to verify funds collected versus number of visits to each terminal. Solution: Visit counters for various terminal screens to identify proportion of customers using “print map” function. Video cameras will be inserted in each terminal for verification. Problem: Screen design application that works with ATM function and databases Solution: Use of XML editor or application like Dreamweaver for design, able to interface with Visual Basic and database application such as Access. Problem: How will new or changing information be provided? Solution: Three database managers for each 8 hour shift to enter new information as it is provided. Assign one to verify with event locations or scheduling office periodically. One assigned to handle complaints of equipment failure and subsequent resolution. Problem: How will we communicate availability of kiosks to visitors? How will they know where to go for event location and map assistance? Solution: Brochure given to visitors upon entry will tell them kiosks are available and show them where to go. Ticket agents or collectors at gates will let visitors know verbally as well. Usability goals: The main goal of the kiosk is to provide assistance with directions and information needed to find desired events. The small fee of two euros for each printed map helps cover costs of paper and operations. As this is a new kiosk design and arrangement, the company does not expect much, if any profit. The 2012 Olympics is a high profile event, which can provide the company with much needed positive publicity, if all goes well and few problems occur. While efficient use and provision of a much needed services the overall goals, specific objectives related to usability are also identified. Visitors from around the world will be attending the 2012 Olympic Games, so a wide variety of users in age, culture, levels of literacy and comfort with technology will use the terminals at the kiosks. Due to external factors such as comprehension, comfort levels, weather, acceptance and popularity of kiosks, it is not expected to reach usability levels nearing 100%. Long lines and traffic issues may cause frustration or stress to users who may select the wrong language, time option or event. This will require the user to start the entire process again, possibly causing irritation with others in line. Sudden severe weather or storms may interfere with inquiries that are in progress, as users stop what they are doing to seek shelter. Power outages or equipment failures may also affect specific inquiries. Unfortunately, there are those who become so impatient they will push users out of the way so they can have a turn. For all the reasons stated, usability goals are set for 80% without the use of the print map function. Usability is set higher, at 92% with use of the print map function. This is higher because those who take printed maps with them will be more likely to arrive at their desired destination, and therefore view the kiosks as more useful. Those who do not use the print map function may skip this option to save money for Food and souvenirs. Some will not want to wait the few seconds it takes to wait for the printed map. Still others will believe they are able to picture the directions and commit Them to memory. For those who must return, regardless of the reason, ratings of the kiosk and the experiences will likely not be quite as high. Nobody wants to admit that they forgot directions or lost their printed map. While we would like all users to print a map, this will not happen, given that it is an option. Changes may be made in the future if it is determined that the print map function provides an extremely high rating. Though it is hopeful that usability goals with increase with subsequent days of use, due to familiarity of users and word of mouth, the goals specified are averages. Some days may be higher, while some many be lower. An evaluation plan will provide more information on whether goals were reached, through various quantitative methods such as statistical survey of users. Qualitative methods will provide us with specific information or suggestions about features users like or dislike. Design Techniques One server for the 16 terminals, 4 at each kiosk, will be provided, with one backup server and another on standby. Windows NT Server will be used by IT or Database managers to update databases with event schedules and locations and send the changes to the kiosks. The main server contains a mirror drive which is updated every 4 hours. In the event that the main server drive fails, the mirror drive takes over for a more smooth transition. In the event that an application or other software error occurs, the first backup server will be ready to go upon activation by IT workers. The second backup will then be prepared as a standby for the first backup. All backup servers contain mirror drives as well. Selection of specific server and hardware types or models will be determine after terminal applications and programs are designed. Design changes often occur in the initial phases, before testing or after testing. Changes rarely occur after implementation. To alleviate changes in the hardware specifications, it is best to wait until designs are complete and functioning to specifications. Options with brands and models of servers and their configurations will be decided based upon the amount of information that will be supported, function and desired speed for terminals. Design of applications for screens, functions and databases will initially be spelled out by assessing usability, application and interface requirements. Using a technology requirements or usability requirements for helps to organize the process. Upon completion of the requirements and information gathering process, Modeling of the specific parts or applications can begin. For the database, a relational schema is one of the most useful approaches. Not only does it help IT professionals organize the classes, tables and objects in a relational database, it helps Project Managers, executives and others to understand goals with visual representations. This method also works for the design of various input and output screens users will encounter. Visual representations help programmers and interface designers understand how screens and applications should function together. Basic xml or html editors are sufficient for conceptualizing the various screens. Uniformity should be taken into consideration with design of the various user screens. From there, the actual programming changes needed to alter the ATM application can begin. programming changes of application. All screen designs should be included. Placement of menu items, logos, colors used and text fonts should be included, to provide the closest representation possible of the actual user interface. The vending machine expert will also need to understand how the applications will work and how the interface is expected to function. He or she can then make recommendations and consult with our IT staff to determine the most efficient design of the interface. One final task needs to be completed. The design of the multi-language signs which will attach to the tops of the kiosks will need to be designed. It is not necessary to model the signs first. Graphic design software can be altered quickly, to any change in specifications. Important factors to be considered for the graphic designers is continuity in design with the look and operations of the kiosks, as well as with user input and output screens should be maintained. This gives the appearance of a professional project. It also serves to provide additional brand or event recognition. Design applications used: After all models are designed, the actual programs and alterations can begin. For the physical design of screens, Dreamweaver will be used. More basic html or xml editors can be used also, but the application makes screen design simpler, without the hand typing of code for all design aspects. Other benefits of WSIWYG applications include quick alterations, ease of file transfer for group sharing, and immediate visual representations without moving from one window to another on the desktop. The designer can switch from the code screen to the display screen. Reminders also help designers who may forget to type file names and locations properly. Dreamweaver is extremely helpful for the main screen, which will basically be divided between the upper and lower halves. It also works well with flash applications. The flaming Olympic Torch approved by the International Olympic Committee, is designed to light, then slowly fade away. The best application is the use of a Flash CS3. “Its professional features are native support for both Photoshop and Illustrator” (adobe.com). The flame graphic will be enhanced with Adobe Photoshop, so this a good choice for a flash application. This is a relatively simple flash application, but deemed to be the most aesthetically acceptable. Large flash files with multiple movements can also cause pages or screens to load slowly. We want users to obtain information as quickly as possible. For the actual programming changes need to convert the ATM applications, Visual Basic is an excellent choice. It allows for specific functions to occur at specific places or after specific events in the program occur. ‘If, then’, ‘when’ and ‘or’ statements tell the application what to do next. The main welcome screen requires the user to choose a language. Suppose the user chooses Deutsche(German). The ‘if, then’ statement tells the program that if Deutsche is selected, then go to the German event schedule database, which could be named ‘Deutsche.db’, or something similar. The ‘or’ operand tells the program what to do for more than one task. On the event location map screen, the user can choose ‘end’ or ‘print screen.’ Suppose the user chooses the ‘print screen’ option but fails to insert the coins, or simply walks away. The ‘time out’ function takes over after 45 seconds. The programming language might be if, end ‘or’ ‘timeout’ then, return to welcome screen. If the user chooses the ‘print screen’ option and inserts the coin, the map is printed. The program language might look something like if, printer activated, then, return to welcome screen. Some valuable features of Visual Basic include error checking activities. For users, specific error messages can be provided when input information falls out of specified parameters. In our case, no typing of data is used, as options are selected with a touch screen or keypad using directional arrow. Error checking with consist solely of error message that occur when programming errors occur. Applications for the event schedule and locator databases should be designed with Microsoft Access. Each database is designed simply, with the number of tables Limited to 8 for each of the 8 hours information is provided on the terminals. During Each hour table, number of events will range from 3 to 12. Again, the only fields Required for each table is named by the hour in which it associated with. Fields are event name and event location. In each 8 hour period, 3 tables for each language will be provided( accounting for 3 different time options). There are 19 languages, so a total of 513 tables, in 27 databases are accessible. Additional map databases will be included from kiosks to specific event sites. Each kiosk will have its own number associated with its query functions, so that only maps from the specific kiosk location will be provided. The first screen where language is selected will pull up a database with the 8 tables in three time options (27 tables). Selection of the time option will locate the 8 tables in that time option at different hours. Once the specific event time is selected, the one table which provides information in Deutsche, using 24 hour clock, occurring at 3 pm will be displayed, for example. Check with expert for additional interface apps that may be needed for screen to work with vending function. Each terminal will be programmed with printer driver or other interface software. At this point, the interface to connect the terminal with the vending function will need to be added. The vending company has provided the coin mechanism and appropriate programming. They are installed shortly after the interface is designed and tested. Evaluation plan The first phase of evaluation testing will begin with pre-testing of all equipment, hardware and software, before actual installation. This is the third step in the implementation phase, after information or requirements gathering and design or programming activities. Pre-testing activities will require actual users of various literacy and comfort levels. School children, teachers and local workers are suitable candidates (design, testing and final setup will occur in London). If all programs function correctly, and all user screens provide required information, the print screen is the last function to be tested. Assuming that all components are working properly, feedback from users participating in the pre-test will gather useful information. Depending on comments received, some minor programming or design changes may need to be made. Testing will require all technical staff, vending experts and managers to be present. This allows for observation of behaviors, attitudes, facial expressions and technical abilities. “Interdependent of whether design involves a participatory strategy, designers interact with future users, managers, etc., since designers can not predetermine users actions” (Bodker 23) Users participating in the pre-test will also be asked to fill out a survey questionnaire, identical to the form designed for Olympic event kiosk users. Survey forms will obtain individual demographic information, impressions of the kiosk experience rated 1-5 and a few suggestion or comment questions. The same questionnaire survey will be given to visitors of the 2012 Olympic games various means of distribution. Forms are included with brochures at the gate. Drop boxes will be provided at the gates for visitors to turn it at the end of their visit. Forms and drop boxes will also be left at surrounding hotels and restaurants, Olympic food and souvenir vendors and at information booths. We cannot randomly select from a representative sample logistically due to size of the event and language barriers. We must work with the information provided to us by visitors, whether response is greater or less than desirable. Data provided by terminal screen applications, in the way of counters, will be compared with monies collected from the internal vending machines. Automatic Counters will be used in both end screens. One will count the number of users who did not print out a map. The other will count the number of users who selected the ‘print map’ option and actually received a map. For verification, counters will be reset at midnight and measured against monies collected. This will also help us to identify any unauthorized access of the vending machines. For discrepancies, viewing of video cameras for the three daily 8 hour periods will be used. This is time consuming, so will only be used in extreme cases. For non-statistical information, such as problems operating kiosks, malfunctions and general comments information from security personnel and information booth operators will be obtained and entered into a log immediately. This could be done by third shift IT staff, however most other workers will have changed shifts. Therefore, one additional staff member will visit all the necessary staff and enter comments or complaints about the kiosks for that particular shift into a separate database on a laptop computer. Staff members will be identified by their official Olympic ID badges. Database managers will also be required to report any malfunctions or downtime due to storms, communications system overloads, etc. Special on-call technicians that are hired to handle immediate problems will also be asked to report specific problems every 2 hours. When the 2012 Olympics are officially over, all employees, including full time staff And temporary IT workers, along with Vending company staff will get together daily For one week to compile data, discuss problems and share solutions. This will also be a time for rewarding the staff and their families with spa services, fine dining, mini half- day excursions and family activities. Whether or not the kiosk project is deemed an overall success or failure, all hard working staff should be rewarded for their valuable services. Our organization will retrieve survey forms that come in later, to compile with information already received. Works Cited Adobe.com. Bodker, Susanne. “Computer applications as mediators of design and use” pp 1-86. Kiosk Marketplace. “Case Study: Giant Foods self-service store of the future.” 2006. Murray, John. “Rethink the way we hire IT staff.” IT Managers Journal. 09 April 2006. Norman, D. Usernomics. 8 August, 2007. Stocks, Claire. “London unveils logo of 2012 Games.” BBC Sports. 04 June 2007. Sweeney, Terry. Web Kiosks Spur Spending in Stores. Information Week. 12 March 2001. Read More