  This study aimed to evaluate the effects of possible physical design features
of self-service kiosks (SSK), side and back partitions and chairs, on workload
and task performance of older users during a typical SSK task. The study
comparatively evaluated eight physical SSK design alternatives, and younger and
older participants performed a menu ordering task using each physical design
alternative. Older participants showed a large variation in task performance
across the design alternatives indicating stronger impacts of the physical
design features. In particular, sitting significantly reduced task completion
time and workload in multiple dimensions, including time pressure and
frustration. In addition, the use of either side or back partitions reduced
mean ratings of mental demand and effort. The study suggests placing chairs and
either side or back partitions to enhance older adults' user experience. The
use of the proposed physical design recommendations would greatly help them use
SSK more effectively.
