 |
 |
 |
 |
 |
 |
Summary:
- customers don't seem to notice the machine, even though there is a sign as they wait in line
- a few customers started clicking buttons, but gave up and went back to line
- the customers who used it for a complete transaction either went straight for the machine or was convinced by the postal worker
- those customers who went straight for it looked like they really knew what they were doing
I sat in the lobby between 11am-1pm on a Friday, waiting for people to use it. According to the postal worker, today was an unusually quiet day, even during the lunch hour I observed.
The summary was the following:
- One friendly postal worker who talked to me about the APC
- Ten people whom I observed interacting with the machine, broken down by:
Interviewed |
Not Interviewed |
|
Used |
5 |
2 |
Not Used |
1 |
2 |
I also observed two people who approached the APC, clicked a few buttons, but then decided to go to the line.
Here is an interesting conversation I overheard between the postal worker, who was in charge of monitoring use of the APC, and a customer she was trying to convince to use the APC:
Postal worker |
Customer |
Ma'am, what do you need to get done today? |
|
I just want stamps. |
|
Would you like to try the self-service kiosk? It will be quicker than waiting in line. |
|
What? It can do that? (as she walks toward the machine) |
|
Yes. It's relatively straightforward. |
|
(Customer interacts a little with the APC, with the help of the postal worker)
|
|
Forget this, I'm getting back in line. |
 |
 |
Taken from the bench on which I sat. From a distance, the APC looks just like an ATM. |
There is a clear sign for the APC that customers probably don't notice while they are in line because they are in such a hurry. |
 |
 |
Below the APC states the mantra again, "Self Service Made Simple" |
Even close up, it feels like an ATM machine. |
 |
 |
List of services a customer can get from the APC. |
Navigation buttons for wheelchair bound customers. |
| < experience | Top of Page | ask > |
