USABILITY AND USER EXPERIENCE (UX) STUDY ON SELF-TICKETING MACHINES IN CINEMAS (CASE STUDY: CGV CINEMA)

• Main Author: Jumanto, Dita
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/81305
• Institution: Institut Teknologi Bandung

The self-ticketing machines at cinemas are introduced as a solution to tackle long queues when visitors purchase tickets. However, in practice, many visitors experience difficulties operating these machines. This study aims to identify the challenges in using the interface and the user experience while interacting with the self-ticketing machines. The methods used in this research include usability testing and measuring user experience using the User Experience Questionnaire (UEQ). This study involved 125 respondents who had previously used the self-ticketing machines. In the usability testing, respondents were assigned tasks such as purchasing tickets, printing tickets, and accessing the transaction history page. After completing the usability tests, respondents provided their user experience ratings through the UEQ. The results of this study indicate that there are interface elements that confuse users, impacting the time required to complete all given tasks. The UEQ results show low scores in the stimulation aspect, indicating that the selfticketing machines tend to be less engaging and less motivating for users. The recommendations from this study suggest the need for improvements in the interface design to make it more intuitive, engaging, and straightforward, thereby enhancing user ease and interest in operating the self-ticketing machines.