NY Ticket Kiosk list of critical incidents to classify via the UAF Explorer tool at http://hemlock.cs.vt.edu/uaftools

These critical incidents are selected from the larger list of critical incidents we found for the NY Ticket Kiosk is an In-Class activity. The critical incident numbers are retained for consistency, so they are no longer a complete sequence here. Please use these numbers when referring to these critical incidents.

2. Search not implemented, but no indication that it wasn't.

Translation / existence / missing functionality

3. Didn't like scrolling to controls at bottom of pages, with too much empty space at the top – layout problem.

Physical action (if the complaint was about the extra work needed – should ask user why it's a problem). Something about layout, under physical action.

4. Expected fly-over help for tabs

Translation / existence / missing cognitive affordance

5. Three Tenors should have been under Music (not just Arts)

Translation / meaning of cognitive affordance

7. Wanted to enter or choose date and venue first and then "Purchase Ticket"

This is a pretty clear-cut case of Translation,/ task control sequencing

9. Wanted graphic of seat layout but missed seeing the button for that at first; kept missing "View Seats" – should be grouped in layout with seat information

Good example of Translation / presentation of cognitive affordance / noticeability,/ layout and grouping

10. Flashing back to splash page due to timeout was surprising and confusing

Translation / task structure and interaction control: locus of control

11. Couldn't select "Three Tenors" by clicking on the text, even though it looked like you could. Had to click on 'icon' on left-hand side.

This is not translation or about cognitive affordances; the user knew what to do (click on a particular choice), just had trouble doing it because didn't know what part was clickable. That makes it Physical actions / perceiving affordances: (not sure if further anything there goes with this one)

13. For "Selected seats", no way to distinguish balcony from floor seats since they use the same numbering scheme.

Translation / meaning or effectiveness of cognitive affordance / ???

17. "Purchase Tickets" took user to page to select tickets and commit to them, but then there is another button there that says the same thing, "Purchase Tickets", but really means "Pay for Purchase"

Translation / meaning or effectiveness of cognitive affordance / clarity of meaning: precise wording in labels

20. In View Seats view, should show which of the individual seats is already sold.

Depending on how user was going to use the missing information in the cycle of interaction, I think this is the best classification:

Translation / meaning or effectiveness / determinability (it's also about completeness but this isn't listed here yet)

21. "invalid" in error message is bad wording.

Assessment / content / preferences and efficiency / style of content: aesthetics in content

22. In a couple of places there are messages that say "error" when neither the user nor the system have made an error; it was just a natural occurrence under the given conditions.

Assessment / content / clarity of meaning: terminology not user-centered

23. Overall organization needs complete redesign. User said this order didn't match the way user thinks about the task. User had to go too many places to get the information wanted and was faced with too many variables at each place. Rearrange to guide user through a logical sequence, narrowing it down for the user at each step (e.g., first event, then date, venue, etc.).

This is a classic case of planning / goal decomposition: User unable to establish a sequence of system tasks to accomplish user goals, Difficulty in determining what to do next

25. Missed the cognitive affordance that blue seat sections are clickable to get detailed view of available seats. Thus, left thinking that blue seat section wasn't enough information about which seats are available.

Translation / existence / missing cognitive affordance , or

Translation / presentation / perceptual issues / noticeability: location (?)

26. Color coding scheme involves issues of color blindness, especially red/blue color blindness. Also, on detailed seat view, purple wasn't noticeable as a color, especially since purple is blue plus red; bad color contrast. Probably should have thicker font (maybe bold would do it). (Treat this one as a cognitive affordance.)

Translation / presentation / perceptual issues: perceptual disabilities and limitations / legibility and readability: color

29. Order of Top events doesn't match order of tabs.

Translation / meaning and effectiveness: consistency

30. Even though Music tab isn't activated, if user clicks on it, it then shows the Arts tab highlighted.

Assessment / content: correctness

36. Inconsistency between Top Event screens (e.g., between Music and Arts) – one has icon at left, one doesn't; they have different fonts.

Translation / presentation: consistency

40. "Next" should say "Next category"

Translation / meaning and effectiveness / determinability: should be clarity and precise wording (only these aren't there).