User Evaluation Report
After the criteria
process, we figured out the final concept that we want to implement. But before
that, we should conduct a user evaluation test. The aim of the test is to
gather users’ feedback, help us find the pain points of the concept and to
improve it. We will perform it not just by introducing our concept and start
asking questions, but to make our interviewees do actions with our product. We
will try to evoke their memory of the airport and make them feel like they are
using the product in a real context. To achieve this, we will use our lofi-prototype
or the real object to simulate the real situations. Only after those stages
will we ask the questions of their feelings and record the feedbacks.
Here are the
feedbacks below.
User 1
Name: Annie
Age: 24
Occupation:
Marketer
Location: Home
Feedback:
It is a product
that I would like to try, as it is free of charge and I do not need to do
additional operations to use it. If I were given this, I will be happy to see
the in-time notice that my checked-in baggage is already on board on the digital
screen at the boarding gate. After I arrive and go to the baggage claim, I
would probably still want to stand beside the baggage carousel other than sit
on the comfortable chair next to the carousel or go to a café, but instead of
looking at my bags, I will look at the digital screen to check if my bags are
already on the way.
In terms of the
potential problems of the system, I wonder if any system error occurs, for
instance, screen frozen, screen shut down, data inaccurate, no instant notice,
how would the airport tackle it. Especially when my baggage is actually on
board, but it’s not shown on the screen, I would be very worried at that time.
Its best features
are the scanning system, which is really helpful to prevent the luggage lost.
While the display of whether your baggage arrived is not that helpful, the user
experience might be improved a little, but not much, I still may feel
frustrated.
In several
circumstances I will not use the system, for instance, I don’t have checked-in
baggage, or I’m in a hurry. In the first situation I would not care about the
baggage at all, and in the second situation perhaps I would look at the
carousel to quickly find my baggage to
leave as soon as possible instead of waiting in another area to see if my name
is on the screen.
I think there are
several things you can improve, if you are using an app or sending messages to
let me know my baggage is on and off board that would be a much better
experience than to look at a digital screen for me. Well, among those two
approaches I prefer the messages, it’s more instant, and I don’t have to
download and install an app.
User 2
Name: Rachel
Age: 28
Occupation: Human
Resource Adviser
Location: Airport
Feedback:
I think baggage
belt tag idea is really good and useful for travelers who have checking-in
baggage. If this system is implement in the airport, it can reduce much time
for waiting baggage and it will also decrease baggage lost rate. The best
feature of this product is people can check their baggage timely. If I am using
this product, I can exact tell my friend what time they can pick up me at the
airport instead of fuzzy estimate time. However, I would provide that if I find
my baggage lost, what should I do and how can I get my baggage back? Are there
any continuous services for users? Furthermore, is there any instructions for
users or matters need attention? Again, it is not a bad idea for frustrating
waiting passengers, but I have no expectation for it unless you improve it.
User 3
Name: Ashley
Age: 29
Occupation: Web Developer
Location: Here
Feedback:
The Baggage Tag
system seems dangerous. Very nervous
about what would happen if you could identify someone’s bag and then that bag
is targeted for theft - even if only the seat number is displayed. Imagine a famous person on the flight -
mentioned Justin Bieber - what do you think would happen to his bags if people
knew they were his bags? Nothing
good. Also mentioned if you knew a bag
belonged to Bill Gates, that would be the bag you’d steal, because it’s got to
be filled with gold ingots or new tech.
Current system not
too bad.
Doesn’t improve on
current system in such a way that makes it worth it. It’s derivative rather than a fundamental
change in the system.
One piece useful
info there, knowing that your bag was on plane, but by time your bag(s) are on
the plane you’re on plane already and there is nothing you can do if your bags
aren’t on the plane. Once you’re parted
from your bag(s) you are at the mercy of the airline, not much can be done
about this.
No thoughts of
improvement. Doesn’t like the idea at all.
_____________________________________________________________________
Feedbacks collected
from the actual users of the airport are really helpful for our further design. Some of the problems are also found during the peer
critique of the in-class presentation. We pay attention to the suggestions and try
to incorporate some of them by iterating over the final concept.
Among all the suggestions, we
thought Annie’s suggestion in terms of the form of the baggage information is
worth consideration. Whereas some user is very disappointed with our product
and didn’t give any suggestions. As
there are risks at iteration, and we have no time to evaluate the new idea, we
have to leave it to the next stage of design.
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