| abstract |
| Background Unmanned ticketing kiosks at tourist destinations are widely used as a contactless service to enhance convenience for visitors. However, foreign tourists often face difficulties due to language and cultural barriers. This study aims to understand the kiosk usage experience of foreign users visiting tourist sites in Korea and to propose user-centered design improvements.
Methods This study was conducted at Haeundae, a popular tourist destination in Busan. From May 13 to 14, 2025, participatory observation was conducted with 12 foreign users of the ticketing kiosk located in Haeundae Blueline Park. Additionally, in-depth interviews were conducted with 46 foreign visitors to collect qualitative data.
Result Findings from field observations and interviews identified several key pain points in the user experience: low visibility of language selection, unclear information flow, missing translations during the payment process, and insufficient feedback when errors occurred. Environmental factors such as limited physical accessibility and a lack of clear visual guidance also contributed to user confusion.
Conclusion To offer an intuitive and inclusive experience to foreign tourists, ticketing kiosks must improve in areas such as language accessibility, information structure, feedback mechanisms, and physical guidance elements. This study contributes to user experience (UX) enhancement by presenting actionable design directions based on real user behavior. |
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| Key Words |
| UX, 키오스크, AEIOU 프레임워크, Kiosk, AEIOU Framework |
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