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Summary:
- most users had few complaints about the interface and said it was easy to use
- those who didn't want to use it said they preferred dealing with people as opposed to machines
- there was also a fear of new technology
- those who were comfortable with the technology, however, preferred the quickness of the machine
Postal worker's duty:
I was fortunate enough to talk to one postal worker, who wished to be unnamed, whose job it was to
- convince people standing in line to use the machine, if the machine was able to do the task
- help people use the APC
My initial reaction was that it seem like it defeated the purpose of the APC to have a postal worker devoted to its use. However, upon further thought, perhaps the worker is needed as a sort of impetus for the use of the APC. I assume that most customers who go to the post office are in a hurry and running many errands. Their state of mind probably doesn't include looking around their environment for anything new. That addresses the first role of the postal worker. Secondly, if the postal worker can guide a first-time user through the use experience of the APC, perhaps the customer will be less reluctant to use the APC the next time the have a chance.
She said that of the people she tries to convince to step out of line to use the APC machine instead, only 30% decide to try the APC, even when the line is long.
Are you a people-person?
One person I talked to, who didn't use the APC, summarized the sentiment of other people when I asked him, "why didn't you use the machine?"
I like people.
The contrast to that was user number 4 in the following table, who happened to work for the company who designed the machine. He said that the reason he used the APC is because he didn't like dealing with people.
Interviews:
User |
Description | Profile |
Positive Comments |
Suggestions |
1 |
She uses APC every time she comes to the post office. |
I like avoiding the line and doing multiple transactions. The interface is self-explanatory. |
None |
2 |
He used the APC for the first time because the worker told him it would be quicker. |
It was quick and convenient. |
I wish the choices on the first screen was more clear about purchasing stamps. Is this postage for a package or physical stamps? It would also be nice to buy an arbitrary number of stamps versus booklets of stamps. |
3 |
She uses the APC every now and then. |
I think the interface is clear. It's good that you can mail decently large packages. Depending on the length of the line, I make my decision of whether or not to use the APC. |
It would be nice to be able to purchase custom stamps with individual values of less than a dollar. |
4 |
He uses the APC every now and then and worked for the company that made the machine. |
I don't like dealing with people and so the APC is a good way to get my mailing done. |
One serious flaw is that after a customer swipes their credit card, someone in theory could jump in and get other transactions from that card. The transaction should terminate immediately after the credit card is swiped. |
5 |
She uses the APC every now and then. |
I like the APC because it is quicker than standing in line and it is easy to use. |
None |
This lists the possible questions that a user is thinking as he or she makes a decision of whether or not to use the machine. The one mindset in orange would describe a sort of "lead user" who is comfortable with the technology and already knows he or she will use the APC. The blue mindsets could be for users for whom the APC is foreign or those for whom they prefer to interact with an actual person at the cost of waiting in line.
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