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A Study on the Senior User Experience of Mobile Railway Reservation System

  • Journal of Communication Design
  • Abbr : JCD
  • 2020, 73(), pp.355-368
  • DOI : 10.25111/jcd.2020.73.26
  • Publisher : CDAK Society of Communication Design
  • Research Area : Arts and Kinesiology > Design > Visual Information Design > Information Design
  • Received : August 28, 2020
  • Accepted : October 26, 2020
  • Published : October 31, 2020

Lee, Hye-yeon 1,  Ray Jaeyung Yun 2

1홍익대학교 영상·커뮤니케이션대학원 인터랙션디자인 전공
2홍익대학교

Accredited

ABSTRACT

As the super-aged population accelerates and social problems emerge, policies are emerging to support the use of public transportation by the elderly. However, there is still a lack of design concerns and long-term policies regarding the inconvenience the elderly feel in using public transportation. This study was conducted with the aim of proposing improvement plans for the smooth use of the elderly through the KorailTalk survey, an application that allows the reservation of railways, a representative means of public transportation, in order to secure the right of the elderly to travel. Among the elderly, active seniors who are familiar with using smartphones were given priority. To improve the experience in railway applications, Pain points were collected and analyzed through user observation surveys. Ten male and female smartphone users in their 50s and older who fall into the active senior category were interviewed after observing the process of booking KorailTalk. Through this, the common paint point of the senior was derived and the user experience and interface design was modified and produced to improve it. The improvements produced were organized into working prototypes for use by active senior users and repeated interviews to verify improvements. According to a user observation survey, senior users feel various difficulties in the process of making reservations through existing KorailTalk applications. Among the six factors causing inconvenience for the senior were difficult to decipher, small touch area, confusing information architecture, hard-to-understand icon images, unexpected elements that cut off the flow, and unfamiliar vocabulary. Customer journey guidance derived from user observation surveys and improvement plans were produced to complement user experience based on 6 factors. As a result of the verification of the improvement plan, it was confirmed that the subjects naturally proceeded with the scenario compared to the reservation of the existing KorailTalk application and that the interview response was positive. There is a limit to the research in that the prototypes produced in this study were investigated based on a limited number of users and scenarios, and that the subjects were limited to 10 people in their 50s and older. If follow-up research is conducted on senior citizens in a wider category beyond Active Senior, it is expected to help the elderly book public transportation and secure the right to travel.

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