Group project 2 - Establishing requirement
1. Introduction
In this project, our goal is to design an application that has the same functionality as an ATM, but with more advanced features. Hence, here comes the idea to create a proposed application called multifunctional money interaction machine. This machine has features such as withdrawal of paper currency, conversion of paper currency to coins, conversion of big notes of money to small notes of money, and top up money in Touch N Go. To further understand how the features above can be implemented into the proposed machine, we decided to choose several target users to test those functions by using certain existing applications.
There are many existing applications that can perform the function of the features mentioned above. The first application that we choose to observe its function is the ATM. The main function provided by the ATM is withdrawal of paper currency, which is a suitable target for us to study the process of withdrawing money. Next, the application that is able to perform the conversion of paper currency to coins is the vending machine. Although this action is not the main function of the vending machine, its reference value is still very important for us to learn the behavior of a user while using this vending machine to perform the action. Lastly, the application that we want to test is an online application named Touch N Go eWallet. This application has the function to top up money either manually or through the online banking system. Hence, we would like to test the steps to perform this function and add it into our proposed application.
For each of the 3 existing applications, one specific task is selected for observation. Hence, the three tasks are:
Task 1 : Withdraw RM50 from the ATM at Arked Angkasa UTM
Description: The user is required to withdraw RM50 from the ATM located at the Arked Angkasa in UTM. The user will perform several steps based on the instructions stated on the ATM.
Task 2 : Convert RM1 into coins from the vending machine at KRP G30
Description: The user tries to insert RM1 into the vending machine placed at either KTDI MA1 campus or KRP G30 campus to perform the conversion of paper currency into coins.
Task 3 : Top-up RM50 to Touch N Go eWallet
Description: The user will use the Touch N Go eWallet application to perform top-up of money into their eWallet through the online banking system.
By using the results of observation from the three target users, the three of tasks above will be implemented into our proposed application and several possible improvements will be made.
2. Derivation of HTA (hierarchical task analysis)
Task 1
HTA for Task 1- Withdraw RM50 from the ATM at Arked Angkasa
User 1: Student
Video link: https://youtu.be/leIfUmgf7PY
At first, the user has to insert his bank debit card into the ATM through the card reader slot. Next, the user needs to select the language to be used in the next transaction part. Then, the user will enter his 6 digit pin number through the keypad. After that, the user needs to choose the options of money from the cash withdrawal session. The user wants to withdraw a total of RM50 from his savings account, but there is no option for the user to choose for withdrawal of RM50. Hence, the user has to select the option of “other amount”. Next, the user enters the value of 50 using the keypad provided, and press continue if the value entered is correct. The ATM provides an extra service for the user to choose whether to save this transaction as the user’s favorite transaction. The user chooses to save this transaction and waits for the system to process. Then, the user has to take out the bank debit card and the money at the socket provided.
Textual Presentation
0 Withdraw Money
1 Insert card
2 Select language
3 Enter PIN Number
4 Initiate withdrawal transaction
4.1 Select the withdraw cash
4.2 Enter amount
5 Complete transaction
5.1 Take card
5.2 Take cash
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User 2: Food hawker
Video link: https://youtu.be/3lEVYhnzktU
In the first step, the user inserts his bank debit card into the ATM. Next, the user selects the language to be used to perform the task provided by the ATM. Then, the user enters his 6 digit pin number. After that, the user needs to choose the options of money from the cash withdrawal session. The user wishes to withdraw a total of RM50 from his savings account. The user selects the option of “other amount” to manually enter the value of 50 as there is no other suitable option provided. Then, the user confirms the value entered and proceeds to the next screen. The ATM provides an extra service for the user to choose whether to save this transaction as the user’s favorite transaction. In this case, the user chooses not to save this transaction and waits for the system to process. Then, the user has to take out the bank debit card and the money at the socket provided. The user also takes and keeps the receipt printed by the ATM.
Textual Presentation
0 Withdraw Money
1 Insert card
2 Select language
3 Enter PIN Number
4 Initiate withdrawal transaction
4.1 Select the withdraw cash
4.2 Enter amount
5 Complete transaction
5.1 Take card
5.2 Take receipt
5.3 Take cash
User 3: Shopkeeper
Video link: https://youtu.be/qxEu_DZbg0A
At first, to withdraw money from an ATM, the user inserts his bank debit card into the ATM. Next, the user needs to select the language to be used in the ATM. Then, the user enters his 6 digit pin number. After that, the user needs to choose the options of money from the cash withdrawal session. The user wants to withdraw a total of RM50 from his savings account, but there is no option for the user to choose for withdrawal of RM50. Hence, the user has to select the option of “other amount”. Next, the user enters the value of 50 using the keypad provided, and press continue if the value entered is correct. The ATM provides an extra service for the user to choose whether to save this transaction as the user’s favorite transaction. The user chooses not to save this transaction. The user waits for the system to process. Then, the user has to take out his bank debit card and the money at the socket provided.
Textual Presentation
0 Withdraw Money
1 Insert card
2 Select language
3 Enter PIN Number
4 Initiate withdrawal transaction
4.1 Select the withdraw cash
4.2 Enter amount
5 Complete transaction
5.1 Take card
5.2 Take receipt
5.3 Take cash
Diagram Presentation
Findings from the HTAs for Task 1
In task 1, the three users are required to perform withdrawal of RM50 from the ATM at the specified location. Since the steps to perform the withdrawal of money are almost the same from every type of ATM, all the users can perform the task easily based on their user experience while using another machine. The only difference between them is the way they understand the operation of the ATM through the instructions provided by the ATM to perform money withdrawal. The sequence of the steps are mostly the same where the users start with inserting their bank debit card and end with taking out the money from the slot. The middle processes include PIN number, choice of language, and selection of amount to be withdrawn. All the three users choose to use English language to perform the functions of money withdrawal. Next, when it comes to the selection of the amount of money to be withdrawn, there are several options provided to the users. Since the users are required to withdraw RM50, the users need to do an extra step where the users need to enter the amount by themselves. This task may be easy for these users as they know the way to enter the number. However, this task could be annoying for the user who might be in a rush or does not understand the way to enter the values. At the last step, the users will be given back their debit card first before they receive the money. This is to make sure the users do not forget to take back their card. Apart from that, we can see that the ATM will print the receipt for the user such as the situation happens on the user 2 (Food hawker). The receipt may be useful for the users to keep track of the transaction made.
Based on the tasks performed by the users, it can be said that all the features provided by the ATM in performing the money withdrawal are easy to be performed and supported by the users.
HTA for Task 2 - Convert RM1 into coins from the vending machine at KRP G30
User 1: Student
Video link: https://youtube.com/shorts/Qx26uhzpfUM?feature=share
Firstly, the user inserts the RM 1 into the socket of the vending machine at KRP G30. There is an output screen to show that the RM1 is inserted at the vending machine. The user has to press the “change” button under the screen. After that, the coin will be output at the socket at the lower part of the vending machine and the user needs to pick up the coins at the socket.
Textual Presentation
0 Convert RM1 into coins
1 Insert one RM 1
2 Initiation converting process
2.1 Select “change” option
3 Complete conversion
3.1 Take coins
Diagram Presentation
User 2: Food hawker
Video link: https://youtube.com/shorts/jhMcY8qS0Zw?feature=share
Firstly, the user inserts the RM 1 into the socket of the vending machine at KRP G30. There is an output screen to show that the RM1 is inserted at the vending machine. The user has to press the “change” button under the screen. After that, the coin will be output at the socket at the lower part of the vending machine and the user needs to pick up the coins at the socket.
Textual Presentation
0 Convert RM1 into coins
1 Insert one RM 1
2 Initiation converting process
2.1 Select “change” option
3 Complete conversion
3.1 Take coins
Diagram Presentation
User 3: Shopkeeper
Video link: https://youtube.com/shorts/yDVV-z1r4IY?feature=share
Firstly, the user inserts the RM 1 into the socket of the vending machine at KRP G30. There is an output screen to show that the RM1 is inserted at the vending machine. The user has to press the “change” button under the screen. After that, the coin will be output at the socket at the lower part of the vending machine and the user needs to pick up the coins at the socket.
Textual Presentation
0 Convert RM1 into coins
1 Insert one RM 1
2 Initiation converting process
2.1 Select “change” option
3 Complete conversion
3.1 Take coins
Diagram Presentation
Findings from the HTAs for Task 2
For task 2, converting RM1 into coins by using a vending machine at KRP G30, all users do similar actions because this task is simple. First, the users need to prepare RM1, instead of RM5, RM10, RM50 or RM100. The paper currency which is RM1 will be inserted directly into the hole that is prepared for inserting the nodes. After the node is done inserting into the machine completely, all the users press the button which is called Change. The button “Change” is functioned to change the nodes inserted into coins automatically inside the vending machine. After a few seconds, the users will hear the coins dropping down to the hole that was prepared for users to collect the coins. The types of the coins such as 10 sen, 20 sen, and 50 sen will be dropped randomly for the users. Due to this scenario, all the users will collect the different types of coins from the machine.
From this Hierarchical Task Analysis (HTA), all the users do the same actions from plan 1 to 3. The only thing that will be different is the coins collected. Coins will be given randomly by the vending machine to each user. However, this task situation cannot be seen from/through the HTA directly. We just can observe from the task 2 video that we have captured for each user.
HTA for Task 3 - Top-up RM50 to Touch N Go eWallet
User 1: Student
Video link: https://youtu.be/VLVzUyynNDg
At first, the user opens the application Touch N Go eWallet on the phone and then clicks the reload button at the home site. Next user needs to choose the eWallet balance and enter RM50 to reload the eWallet. After that, the user needs to choose online banking and select a bank to transfer the RM50 from the bank account to the eWallet. After choosing the bank, the application will change to the website of the bank. Next stage is the user needs to login into their bank account by entering the user id. The website will ask the user to confirm their private word whether it is yes or no. After that, the user has to enter the password and login to their bank account. The payment detail will be generated and the website will ask the user to click on the request of I-Access code. A message will pop out to show the I-Access code is sent to the phone number of the user. User has to click close to proceed to check the message which contains the I-Access code number sent by the bank. Next the user needs to enter the 6 digit number of I-Access code and click the pay button. At last, the transaction status will be shown and click the button to proceed with the transaction. The application will output the message that RM50 is reloaded into the user’s eWallet.
Textual Presentation
0 Top-up RM50 to Touch N Go eWallet
1 Open Touch N Go
2 Click reload
2.1 Click eWallet balance
3 Initiation Reload
3.1 Enter amount
3.2 Select Reload Method
4 Log in account
4.1 Enter username
4.2 Confirm private word
4.3 Enter password
5 Payment detail generated
6 Request for I-Access code number
6.1 Sent to the phone number
6.2 Check message
6.3 Enter I-Access code number
7.0 Transaction done
7.1 Transaction status generated
7.2 eWallet reloaded
Diagram Presentation
User 2: Food hawker
Video link: https://youtu.be/3lEVYhnzktU
In the first step, the user inserts his bank debit card into the ATM. Next, the user selects the language to be used to perform the task provided by the ATM. Then, the user enters his 6 digit pin number. After that, the user needs to choose the options of money from the cash withdrawal session. The user wishes to withdraw a total of RM50 from his savings account. The user selects the option of “other amount” to manually enter the value of 50 as there is no other suitable option provided. Then, the user confirms the value entered and proceeds to the next screen. The ATM provides an extra service for the user to choose whether to save this transaction as the user’s favorite transaction. In this case, the user chooses not to save this transaction and waits for the system to process. Then, the user has to take out the bank debit card and the money at the socket provided. The user also takes and keeps the receipt printed by the ATM.
Textual Presentation
0 Top-up RM50 to Touch N Go eWallet
1 Open Touch N Go
2 Click reload
2.1 Click eWallet balance
3 Initiation reload
3.1 Enter amount
3.2 Select Reload Method
3.3 Choose debit or credit card
4 Transaction done
4.1 Transaction status generated
4.2 eWallet reloaded
Diagram Presentation
User 3: Shopkeeper
Video link: https://youtu.be/qxEu_DZbg0A
At first, to withdraw money from an ATM, the user inserts his bank debit card into the ATM. Next, the user needs to select the language to be used in the ATM. Then, the user enters his 6 digit pin number. After that, the user needs to choose the options of money from the cash withdrawal session. The user wants to withdraw a total of RM50 from his savings account, but there is no option for the user to choose for withdrawal of RM50. Hence, the user has to select the option of “other amount”. Next, the user enters the value of 50 using the keypad provided, and press continue if the value entered is correct. The ATM provides an extra service for the user to choose whether to save this transaction as the user’s favorite transaction. The user chooses not to save this transaction. The user waits for the system to process. Then, the user has to take out his bank debit card and the money at the socket provided.
Textual Presentation
0 Withdraw Money
1 Insert card
2 Select language
3 Enter PIN Number
4 Initiate withdrawal transaction
4.1 Select the withdraw cash
4.2 Enter amount
5 Complete transaction
5.1 Take card
5.2 Take receipt
5.3 Take cash
Diagram Presentation
Findings from the HTAs for Task 3
In performing task 3, all the functions are the same but different actions are done by each of the users. Both the user 1 (Student) and user 3 (Shopkeeper) use the online banking method to transfer the RM50 from their bank account to their Touch N Go eWallet. Before they login into their bank account, they need to choose the amount of money to be reloaded and choose a bank to reload using FPX. The difference between them is they use different types of bank to transfer the money from their bank account into the eWallet. However, most of the steps performed by this two users are the same. All the steps include entering the username id and password to login into the bank account,and confirmation of TAC number or I-Access code number. This step is necessary to ensure the security of the savings of the users by checking whether the transaction is done by the true bank owner. Due to the worry of privacy leakage, the user 3 chose to cut all the tasks that will show his password and username id in the video. Apart from the online banking method, the user 2 (Food hawker) chooses to reload by using his debit card. The method to perform this task is simple as the user only needs to bind the debit card with the eWallet account using the card number. By using this method, user 2 can complete this task faster than the other two users as he just needs to select the debit card method to reload money.
From the Hierarchical Task Analysis (HTA), only the user 2 performs the least steps compared to the other two users. The user 2 does not need to enter his username id, password, and the One Time Password to perform the task.
Based on the observation of the users performing the tasks, we have collected and analyzed the ways the users do the tasks. Through the analysis process of the tasks, we found that there are some new changes that can be implemented into our proposed application to enhance its functions.
The three target functions to be added in our proposed application are cash withdrawal, conversion of cash to coins, and top up money into Touch N Go online application. For the first function, we can see that the users can perform well in completing this task. This shows that they are quite familiar with performing this function by using the ATM. However, some improvements can be done to increase the user experiences. For example, all the instructions shown in the interface are described using words. To improve the user experience and usability, suitable icons can be added into the user interface to strengthen the user's understanding about the instructions. Apart from that, we noticed that the ATM takes a longer time to take action based on the command done by the users. Therefore, we hope to increase the ability of the system to react faster and minimize the wasting of time.
Next, for the second function, it is a simple task as the number of steps involved are less. Based on the analysis of the steps to perform this task, all the steps can be retained and implemented into our proposed application. The difference is that the user can choose for the types of coins that the user wants as the output. Besides, the user can convert the money up to RM50 into its corresponding amount of coins. To ease the user in collecting the coins, the output slot will be designed with a larger scale.
The third function is a bit complicated if compared to the other two functions. However, in our proposed application, the function is to reload the money into the Identification Card (IC) or TNG card. Hence, the steps of the function will be different. The extra step is that the user needs to insert the IC or TNG card. The steps afterward will include the selection of the amount of money and confirmation of the transaction. However, there would be two ways of reloading the money. The user can either manually reload by putting the money into the slot or transfer the money from the savings account.
However, after observing the users perform all the tasks, we find out that there is some improvement that can be done to increase the user experience especially after performing the task 1 which is withdrawal of RM50. An extra feature can be added where the user can choose to convert the cash money into its small notes of money. This will ease the user who wants to use small notes of money instead of big notes of money for personal purposes. Nevertheless, the user interface needs to be simplified so that it will ease the users to remember the steps to withdraw money, convert cash into coins, and so on. The most important part is that our proposed application must have a high level of security to ensure the users’ information would not be stolen. This will make the user trust on our proposed application and they can use our application without worries.
Our proposed prototype is a multifunctional money interaction machine. The machine contains many useful features that can benefit the users.
Withdrawal of money from bank account
The multifunctional money interaction machine has the function to withdraw paper currency by using the bank debit card or credit card of the user. The user only needs to insert their bank card into the machine and perform several specific tasks to complete the withdrawal of money.
Convert paper currency into coins
The function is used to convert the paper currency such as RM1 into corresponding amounts of coins. The types of coins are 50 sen, 20 sen, and 10 sen. To perform this function, the user needs to follow the steps shown in the screen on the machine. This conversion will be done by the algorithm set in the machine perfectly to ensure that there is no error during the conversion process and the user can feel relieved while using it.
Convert big notes of money into corresponding small notes of money
The machine is equipped with the function to convert from big notes of money such as RM 50 into its corresponding small notes of money such as 5 pieces of RM10.
Top up money into touch n go card or identification card (IC)
The function is used to top up money by using this multifunctional money interaction machine. Users can perform the function by inserting their Touch N Go card or IC into the machine and transferring the desired amount of money into their card after performing several actions.
2. Persona
Name: Tsuna Hibari
Picture:
Tsuna Hibari is a 23 years old undergraduate student who studies at the University of Uniclo. Currently, he is staying in the school campus which is located far away from his hometown. As he is staying far away from his parents, they can not give him pocket money. Hence, he needs to withdraw money from the bank account using the ATM in the school to deal with his daily expenses. On the other hand, in the campus, there is no free supply of drinking water to all the residents. They need to spend money on buying mineral water from the shop or use the water dispenser machine equipped along the campus. However, the water dispenser machine needs coins to operate.
Tsuna is also a person who really cares about his health. He practices a healthy lifestyle where he drinks plenty of water daily. However, he does not have enough coins to support his expenses on getting the drinking water from the machine. Plus, he is a person who is not good at planning. Hence, he is very frustrated when he does not have any coins as he needs to find other ways to gather more coins. Besides, he is not satisfied with the current way of withdrawing money from the ATM as he finds that the instructions are indistinct. Therefore, he wishes to have a machine that provides simple instruction to perform withdrawal of money and it also provides the function to convert paper money into coins so that he can always have a sufficient amount of coins to be used.
Name: Alice Zuberg
Picture：
Alice Zuberg is a 30 years old woman who is currently working at City Shopping Center as a store owner. She is a person who knows how to prepare in advance. She will carefully make a list and prepare the required materials before doing things.
Her wish of opening a store is to bring convenience to customers, so that customers can buy all the daily necessities they need in her store. Due to her store being located in the center of the shopping mall, a lot of customers come to her store to buy daily items. Although online payment methods such as TNG payment are trending, most people still use cash to make payments. This causes her to face a lot of trouble when looking for change, and the queue is getting longer and longer. Therefore, she hopes to find a machine that can exchange large denominations of cash in her hand. Then she can give the change to the customer so that she does not have to worry about not having enough change in her hand.
Name: Anya Forger
Picture:
Anya Forger is a 20 year old food hawker who opens a food store at a hawker center. She is a passionate and friendly person. She is very dedicated to her job. She always enjoys cooking for every customer.
However, she is very strict while choosing the food ingredients. She always makes sure that the food ingredients are in very good condition so that she can make delicious food for her customers. Due to this reason, she always drives to buy the ingredients from another store which is located far from her store before she starts her business. Around her living area, there are many toll booths, and she needs to pay the road toll whenever she drives to buy food ingredients. However, she is not good at topping up money into Touch N Go cards using the online application. Besides, she does not have the free time to always go to the petrol station or convenience store such as 7-Eleven to top up the Touch N Go card. She is looking forward to having a machine that can solve her problems easily so that she can pay more attention to bring the best service for her customers.
3. Scenario
Persona 1 from User group
Persona: Tsuna Hibari, 23 year-old, an undergraduate student who stays in the school campus
User goal: Withdraw money from the machine and do conversion of the money into coins by using the multifunctional money interaction machine.
Tasks:
Identify himself
Key in the transaction details
Wait for the system to responds
Transaction ends
Select method of conversion
Follow instructions on the screen
The system responds
Conversion ends
Tsuna is busy completing his assignments and projects given by the lecturer, and at the same time he always walks to school to study and do discussion with his team members. He also does not forget to do exercise regularly to keep himself fit. However, after doing these activities, he needs to drink plenty of water to refill himself and keep himself energetic. Hence, he wants to buy many bottles of water from the store. But, if in this way, he needs to spend a lot of money and there will be a waste as the amount of empty bottles will increase as he buys more. Hence, he wants to fully make sure of the empty bottles by using the bottles to get water from the water dispenser machine. However, he realizes that he does not prepare enough coins as the machine needs coins to be operated. Hence, he goes to the multifunctional money interaction machine provided in his campus and identifies himself. He specifies the amount of money he wants to withdraw from his savings account, which is RM400. He waits for the system to respond after he completes all the instructions. The system draws out his money, and the transaction ends. At the end of the transaction, the printed receipt is kept by him to keep track of the amount of money left in his bank account. Then, out of the RM400, he uses RM50 to convert it into corresponding amounts of coins to make sure that he does not need to regularly change money into coins. He follows all the required instructions shown on the screen to perform the money conversion. Then, he waits for the system to respond. After the conversion ends, he collects the corresponding amount of coins from the socket. The leftover amount of money is kept to be used for further uses.
Persona 2 from User group
Persona: Alice Zuberg, 30 years old, a store owner who runs business at shopping center
User goal: Prepare more small notes of money by using big notes of paper currency to do conversion
Task:
Select the function of conversion
Insert the amount of paper currency that is wanted to be converted into the socket
Confirm the amount of money to be converted
Wait for the system to respond
Collect the money from another socket
Conversion ends
It is Sunday evening and Alice has closed her store to account for today's total sales. She compares the receipt collected and the money received based on today’s sales. She arranges the types of money accordingly to ease the final checking. After finishing the accounting, she realizes that she is running out of small notes of money such as RM 1 and RM 5. To ensure the smoothness of tomorrow’s business, she decides to use some of the big notes of money such as RM100 and RM 50 to convert into small notes of money. Hence, she goes to the multifunctional money interaction machine and selects the function of conversion for big notes to small notes of money. Based on the instruction given on the screen, she inserts the amount of paper currency that is wanted to be converted into the socket. Then, she confirms the amount of money to be converted and waits for the system to respond. After the conversion process is done, she needs to collect the money drawn out by the system from another socket. She also needs to double check the amount of money received by comparing total pieces of paper currency converted with the number shown on the screen.
Persona 3 from User group
Persona: Anya Forger, 20 years old, a food hawker who is passionate about cooking
User goal: Able to manually top up certain value into the Touch N Go Account through Touch N Go card
Task:
Choose operation to top up money
Insert the Touch N Go card into the card reader
Insert the value desired to top up in the socket
Take back the inserted card
This morning, Anya was running late to prepare food as she woke up late. She has only one hour and thirty minutes left for her to prepare all the ingredients and start her cooking. Usually, she will carefully inspect all the ingredients before starting the cooking. Due to time constraints, she skipped this part and started to prepare the cooking utensils. She confirmed that all the food ingredients are still fresh and seasoning is sufficient. In the middle of preparing the egg fried rice, she found that the eggs were not fresh and the amount was not enough. Besides, the seasoning such as MSG, and soy sauce is not enough to prepare the egg fried rice for many customers. Additionally, she also realized that her Touch N Go card is low balance and this will cause her unable to drive to the food store to buy the ingredients needed. Hence, to save the time of rushing to the convenience store to reload money, she can use the machine to top up money into her Touch N Go card. By choosing the top up operation, she only needs to insert her Touch N Go card into the card reader and then proceed to the other tasks. Then, she puts the cash money into the socket and confirms the value to be topped up into the card. Within a few seconds, the transaction is done and she can take back the card immediately. Hence, she can directly rush to buy the ingredients and has enough time to go back to her store to continue her cooking. She also does not need to worry about the low balance in the Touch N Go card as she has checked and increased the balance in her Touch N Go card.
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