Fit for purpose evaluation: The case of a public information kiosk for the socially disadvantaged

Abstract

This paper describes and assesses the deployment of an integrated set of techniques collectively described as fit-for-purpose evaluation. It details the deployment of the approach in a pilot study of kiosk-based delivery for health and general Citizens Advice Bureau services. The study showed that the kiosk design appeared to address basic usability and accessibility needs, but the system had architectural problems that seriously impacted on its usability. These problems only came to light when a deeper analysis of clients' information seeking needs was factored in. This case study demonstrates the need for a multi-perspective approach to evaluation - fit for purpose - to facUitate not only identification but also deep diagnosis of usability problems. The paper concludes with lessons we have learnt about methodological issues and how one might orchestrate nine different usercentred techniques in order to understand why, as in this case, apparently well designed systems do not satisfy the needs of its target users.