Where Are We Going? A Study of Progress Indicator Design in Self-Ordering Kiosks: The Impact of Graphics and Text Display on Behavioral Intention to Use

• Main Authors: Ku, Wei-Chu, 古偉助
• Other Authors: Lo, Shih-Yu
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/a8bq96

碩士 === 國立交通大學 === 傳播研究所 === 108 === With the advent of the Internet of Things in the early 21st century, in response to the trend of mobile payment and unmanned stores, self-service has become an important trading model as well as an important operational innovation in the catering industry in recent years. Unlike the application of mobile devices, the Interactive Kiosk provides immediate services, so an understandable and easy guiding device is required to prevent users from leaving the service. The progress indicator thus becomes an important tool for guiding the users in the interface.  In this thesis, the underlying mental process for representing and using the progress indicator was separated into the "usability-related cognitive process" and the "transaction-related cognitive process". The theoretical framework for the usability-related cognitive process was the combination of the “Cognitive Load Theory" and "Technology Acceptance Model, TAM", where "perceived usefulness" and "perceived ease of use" predicted the "behavioral intention to use" ; for the "transaction-related cognitive process", "trust" and "mental flow" were considered to be two major factors that predicted the "behavioral intention to use". An experiment was conducted to test how different formats of progress indicator affected the "usability-related cognitive process" and the "transaction-related cognitive process". Four formats of progress indicator were used: none, graphic, text, graphic-text hybrid. Significant lower cognitive load, higher trust, and higher intention of use were found in the graphic-text hybrid format than the other formats. For the text format, "perceived usefulness" significantly predicted the intention to use but " perceived ease of use" did not, while the opposite pattern was found for the graphic format. This study provides evidence for the superiority of the graphic-text hybrid progress indicator. For information service stations used in other commercial environments, it is recommended that the graphic-text hybrid progress indicator should be incorporated into the interface to guide and encourage users to use the self-serving devices.