An empirical methodology for usability analysis of a touchscreen-based information kiosk system for african users with low levels of computer literacy

Abstract

A set of reliable usability metrics was determined to evaluate touchscreen-based information kiosk systems used by computer-illiterate, low-income, African users. Usability techniques that rely on communication between evaluator and user suffer from a language barrier if the evaluator is not fluent in the language of the typical users. Empirical metrics can be administered so that the effect of the language barrier is minimized. Candidate metrics were identified to measure the usability of a system with regard to learnability, productivity achieved and retention of interface knowledge over time. Three of the candidate metrics for leamability and five metrics for productivity proved to be applicable and reliable. Three of these metrics could also predict the degree to which users retain interface knowledge over time. The reliable metrics were consolidated into a survey form and a methodology is proposed for usability testing. © Springer-Verlag 2004.