User Experience of Taiwan Railway Ticket Vending Machine

In this paper, the overall usability of the Taiwan Railway Ticket Vending Machine was explored with user psychology and behavior to understand the performance and feelings of users when operating the system. The results of user self-efficacy (SE), system function sorting, task-oriented, and semi-structured interviews are used in the test as suggestions for optimizing the user experience. The results show a high error rate in the initial operation stage for the subjects. The participants’ performance showed that users made more errors in purchasing tickets than in operating other system functions and found that there is no absolute relationship between the level of SE and operational performance. In addition, the users’ initial mental model may cause the user to make poor decisions and may even intensify or reduce the users’ feelings during the process. These findings could be used to improve the user experience in the future, allowing users to have a better experience during the ticketing process.