Print Email Facebook Twitter Redesign of device and user interface ergonomics for service agents at KLM Title Redesign of device and user interface ergonomics for service agents at KLM Author Henssen, V.D. Contributor Van Mourik, F. (mentor) Molenbroek, J.F.M. (mentor) De Haan, F.G. (mentor) Faculty Industrial Design Engineering Department Industrial Design Date 2012-06-26 Abstract Introduction This report is part of a graduation project performed for KLM Royal Dutch Airlines (KLM). KLM is the flag carrier airline of the Netherlands. The report is about the introduction of the iPad as information source for the ground agents at KLM and the ergonomics concerning the use of it. The main goal of the iPad is to improve the service that ground agents can provide for the passengers of KLM and Amsterdam Airport Schiphol. The agents will use the iPad during their work and for this the ergonomics relating to the use of it should be pleasurable, both for the holding of the device as the user interface ergonomics. Previous research has indicated that the iPad is too heavy to hold, when standing, for longer than 15 minutes. This report will talk about the advised way to use the device and will give an advice on the user interface of the to be created application (app). Analysis In order to find the optimal combination between a support for the iPad and an app that will help agents make quick repairs intuitively several studies have been conducted. The studies were conducted to o see which factors are important for ergonomically responsible use of the iPad. Literature, internal reports, interviews, observation and context mapping have been used to gain more insights in the environment in which the agents operate. iPad support The first study that was done is finding the right posture during the use of the iPad by the agents to prevent physical complaints when using the iPad. This study indicated the visual- manipulative comfort zone, the ideal placing, of the iPad. Key to preventing physical complaints is variation of the posture. With these results in mind a better context analysis has been made to be able to place the correct use of the iPad within the work environment. The most surprising outcome was the difference in amount of people at transfer centre 6 from long times none to rows of people during calamities. From this study four personas were made to keep in mind during the design process. At last a market research was conducted to see what information could be gathered from the already existing support products on the market and other comparable professions. The research pointed out that the iPad is a unique device and the circumstances in which the agents work is challenging. Repair app First literature was consulted to find out about ergonomic guidelines for a touch user interface. The most important outcome of this study was: less is more. The app should be designed as simple as possible to ensure an intuitive interaction. Secondly, by interviewing KLM employees the main content of the app has been established. Five tasks were selected that are the base of the app. At last research has been done on finding a fit for KLM. Important to distinguish KLM are its colors, white, blue and a ‘touch of orange’, and the use of squares for internal communication especially. With the results of the research a list of requirements could be formulated for the to be designed iPad support and repair app. Design iPad support The iPad support that has been designed is carried on one shoulder and crosses over the body in standby mode. To use the iPad a quick motion of three steps can be made to place it in position; bringing the iPad in front of you, placing the frame of the support against the belly and sliding the iPad away from the body. The strap of the support is worn around the neck. The support places the iPad in the visual-manipulative comfort zone and can be used without hands, which leaves them free to interact with the passengers. Repair app The app concept has a basic lay out that stays the same in the entire app. A column on the left side presents options and a main frame is connected to the selected option. At the bottom five icons can be found that each represent a repair. For the prototype of the app the option to add baggage to a passenger booking is simulated. Conclusion Both the iPad support and the app were tested separately and together. iPad support The main findings of the user test pointed out that the iPad can be used during a shift of 1.5 hours by using this iPad support. Overall the support was received well. The negative sides of the iPad support are the strain on the neck for some people, and the attachment of the strap to the support blocks some parts of the screen. The design was said to fit KLM but might be too feminine for men. Repair app The app was received very well. All participants could walk through the flow without a problem. The design is considered businesslike, friendly and to the point. Combination The app matches the support. The advantage of the app is that the viewing part is placed on the top of the app and the action, data entering, part is placed at the bottom of the screen. Because of the distance the iPad support creates between the belly and the iPad, the arms can be in a good position when pushing buttons or entering data. All in all both designs have been received well by the 26 participants of the user tests and the agents indicated that they would want to use the support and the app. Subject designinteractioniPadappergonomics To reference this document use: http://resolver.tudelft.nl/uuid:77de2b47-2fe7-4a24-ae5e-3e72abaa7c3e Access restriction Campus only Part of collection Student theses Document type master thesis Rights (c) 2012 Henssen, V.D.