My critical incident list for the NY Ticket Kiosk:

1. Flashing animation advertising at the top was irritating.

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

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

4. Expected flyover help for tabs

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

6. Seats available" didn't say for what date or even what venue. These depend on "currency" values for those choices and should be given as feedback on top of seat chart and elsewhere.

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

8. Individual seats should be selectable in initial View Seats view (never got to detailed map where they were)

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

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

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.

12. Missed seeing "Click here for Balcony Seats" at first. This is scrolled off the page and gone when looking at the seat layout. Need to replicate it at the bottom or keep in a non-scrolling frame.

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

14. Didn't quite get the red and blue color coding at first

15. Blue = available, but which ones. Designers put that on a different page (Seat Numbers Available)

16. When it timed out it didn't save the settings and user lost a lot of work (but this is intentional tradeoff of usability for security and making it work from the start for the next user).

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"

18. After time-out, user wasn't aware that selections were lost, went back and finished purchase but it was in error (for wrong date and wrong theatre)

19. Error condition (and error message) for seats already sold should be headed off and prevented up front.

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

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

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.

23. Overall organization needs complete redesign. User said this order didn't match the way user things 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.).

24. No label/title on the page for viewing seats; needs to be information about event, date, and venue at top of page by then.

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.

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).

27. Don't need both swiping credit card and entering credit card number. Swiping is better, can avoid virtual keyboard.

28. Price and seat selections appear to be in text box, but I think designers intended this to be display-only, so it should look and fell more like display-only. Values get displayed here from selections made in other places.

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

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

31. Controls at bottom are not seen if scrolling is required (and scrolling is required almost everywhere)

32. There are numerous typos and spelling error in the text of many pages.

33. In detailed seat view, orientation is upside-down from View Seat view.

34. Purchase Ticket (and others) button not in consistent location from screen to screen.

35. At terminal nodes (e.g., error messages about credit card), Previous Screen button takes you back two screens, not just one.

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

37. Error message screen for invalid credit card: It's not an "error".

38. Error message screen for invalid credit card: The card number isn't invalid; it just doesn't match something that is in the system.

39. Error message screen for invalid credit card: Should allow retyping of number here, rather than sending back to a previous screen.

40. "Next" should say "Next category"

41. "Next ->" and Previous Screen commands are similar yet have totally different appearance (button vs. link)