Michael Leitner
Özge Subasi
ABSTRACT
In this paper, we present the results from a survey on user requirements for older users of online ticketing services of a nationwide railway ticket and travel information portal. Our survey shows that older users differentiate in their attitude towards internet according to their experience with internet services and the service provided, not only according to their age. Further, our study indicates that in contrary to common belief advertisement or interactive elements are not perceived as negative all the time. The results of a questionnaire with 1200 responses, focus groups, interviews and qualitative analysis of user feedback also indicate that in order to improve and optimize the usage of the online system for older adults, it is needed to supply the system not only with technical accessibility requirements but also with an understanding of universal accessibility requirements. Universal requirements are defined by real user and usage cases and they consider standardization on not only coding but also predictability of usage and same patterns of interaction for similar websites.
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Index Terms
- User requirement analysis for a railway ticketing portal with emphasis on semantic accessibility for older users
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Reviews
Susan Loretta Fowler
Dynamic ads-what the authors refer to as logical advertising-change according to what the viewer does on the Web site. For example, if the viewer searches for a particular destination, an ad offering a discount to that destination appears. This paper presents the following surprising research: older users of railway ticketing Web sites don't mind dynamic advertising. This is a useful piece of information for designers who might assume that older viewers don't like unexpected changes. Another surprising result is that older users prefer to buy tickets at the counter. This is not because they perceive the online system to be too complex or not private enough, but because they don't find the online system smart enough. Most of the people the authors interviewed explained that, if they wanted to buy a ticket for an unfamiliar location, they would probably buy it at the counter. They would do this for one of two reasons: because they don't trust the information on the Internet, especially when it comes to the best possible ticket combination, or in order to take advantage of short-term offers and coupons. In this situation, there is little difference between old and young users-again, very useful information for designers. The authors clearly worked very hard to collect information from users who are 65 and older. They collected surveys, conducted interviews, and held focus groups. Consequently, their conclusion that older users are not handicapped when it comes to Web use is well documented. In fact, the authors suggest ways to make a portal more useful for everyone, of any age. For example, they suggest making it easier to compare prices and travel opportunities. The only quibble I have with the paper is its lack of proofreading. Due to poor translation, the text is difficult to follow. However, readers who design for older users should take the time to struggle through it. Online Computing Reviews Service
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