A Study on Improving UI/UX Usability of SST Kiosks for Older Adults: Based on Inclusive Design Principle

초록

The rapid proliferation of unmanned services and kiosks, accelerated by the pandemic and industrialization, has exacerbated the digital divide for older adults and individuals with disabilities. This has become a significant social concern, as many elderly patrons in large supermarkets still prefer traditional checkouts over self-service technology (SST), underscoring a critical gap in user experience. This study aimed to identify and analyze the user interface (UI) design problems of domestic hypermarket kiosks from an inclusive design perspective, with the goal of proposing improvements that mitigate digital exclusion among the elderly. The research methodology involved conducting in-depth interviews with elderly participants to identify their pain points, followed by a systematic evaluation of kiosk usability based on inclusive design principles and Peter Morville's Honeycomb model. The analysis revealed that the difficulties experienced by older adults stemmed from a complex interplay of cognitive, physical, and psychological factors. Primary challenges included overly complex procedures, small text, and unfamiliar terminology. The evaluation further confirmed that while feedback and stability were rated above average, key usability metrics—including intuitiveness, readability, and accessibility—showed significant shortcomings. This study provides a practical contribution by empirically identifying the specific UI limitations that cause reluctance among elderly users. The findings offer concrete guidance for designing more intuitive and accessible kiosks, which can ultimately help to bridge the digital divide.

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