In this case study I'll discuss the problems faced by students while using their campus printer to photocopy notes and how their experience can be improved by minimal UX changes.
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Project timeline - 2 weeks, Team members - Bhoyasa, Dhanashree, Digvijay and Siddhant. Process followed - User Research, Design Thinking, Designing Wireframes, Creating Prototype.
Problems Identified.
The existing ricoh printer system used at many colleges and universities in Canada faces several usability issues, particularly during peak academic periods. Users encountered difficulties such as
unclear labeling
lack of preview functionality
overwhelming options
navigation issues
These challenges led to frustration, errors, and delays in completing photocopying tasks, affecting both students and faculty members.
User Scenario.
A new student has joined the session late and has borrowed a student’s notes. They are going to use the college printer for the first time to copy the notes. They want to copy the notes on to a 11/17 size of paper.
Personas.
User Flow.
Heuristic Evaluation.
We conducted a heuristic analysis of the actual printer checkout process for photocopying. Here are the findings based on Nielsen’s ten usability heuristics:
Visibility of System Status
The system status lacks visibility. For instance, when scanning a document, it automatically scans, but it doesn’t indicate where the file is saved. The same issue applies to photocopying.
User Control and Freedom
The screen provides an open user control interface, offering numerous options and buttons. While this grants freedom, it can also lead to cognitive overload.
Consistency and Standards: Although the printer screen maintains some consistency, the overall layout could be improved to enhance user-friendliness.
Recognition Rather than Recall
The icons used could be enhanced, and the process should be simplified. Photocopying involves multiple steps, especially for students with varying printing criteria.
Help and Documentation
Unfortunately, no help instructions are readily visible on the screen for users.
Match Between the System and the Real World
While the printer screen includes some elements and icons that align with the real world, the middle icon is not intuitive. Users often don’t realize that It represents photocopying.
Flexibility and Efficiency of Use.
The printer lacks flexibility. Students can only use their student IDs to interact with the system—no other login methods (such as email addresses or
passwords) are available.
Aesthetic and Minimalist Design
The screen design is not minimalist; it appears bulky and may pose accessibility constraints.
Help Users Recognize, Diagnose, and Recover from Errors
Error indicators are displayed, but they appear quite small on the large screen. For instance, when the paper tray runs out of sheets, a tiny notification appears at the top, which is barely visible.
Heuristic Evaluation.
Analysis of team member's observations:
Each team member had their own experience going through the printer’s self-checkout, and here is an analysis of what we found in common:
Misleading Option Labels and Overwhelming Choices: Users face confusion due to unclear labels and an abundance of options, leading to inadvertent skipping and disruption of workflow.
Lack of Clarity in Instructions and Options: Users find it challenging to understand the purpose of certain options, such as paper and color selection. Additionally, unclear messages and faulty language in pop-ups further exacerbate the issue.
Navigation and Accessibility Issues:Ambiguous labels like "Device Functions" make it difficult for users to access common tasks like print, scan, and copy, causing interruptions in workflow. Lack of orientation selection option adds to frustration, diminishing usability.
Cognitive Overload and Absence of Guidance: Users experience cognitive overload navigating through multiple options, compounded by the absence of clear instructions and mislabeled functionalities. Additionally, the lack of guidance on using document feeders or flatbeds further hampers the user experience.
Need for Preview Functionality: Users express the necessity for previewing documents before printing to ensure the quality of outputs, indicating a significant gap in functionality.
In summary, the user experience of the copier machine is hindered by issues such as unclear labeling, overwhelming options, navigation challenges, lack of clarity in instructions, and absence of preview functionality.
Competitive Research.
Canon Maxify MB2720
Competitive analysis has been conducted by the team members on another printer, the Canon Maxify MB2720 an all-in-one inkjet printer. Compared to the one we used on our college campus, the Canon Maxify MB2720 has a smaller screen.
Firstly, it offers a preview option, allowing users to see how the printer will handle printing or photocopying tasks. The arrow buttons make navigation and option selection intuitive.
Additionally, the notifications are clear and visible, and there’s a helpful loading screen that indicates whether the printer is actively processing a task. Each step has a different screen; however, due to its small size, it cannot display many functions simultaneously.
Overall, this printer does have some useful features compared to the one we used on campus.
Solution.
Based on research insights, we came up with the following solutions to improve the user experience.
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Simplify Design: Streamline the interface for easier navigation and prioritize intuitive designs with clear, labeled buttons.
Enhance Notifications: Ensure notifications are clear, visible, and provide relevant information promptly.
Provide Clear Copy Options: Offer a straightforward copy process and include clear print orientation options with previews to prevent errors.
Offer Assisted Copy Options: Make the process intuitive for all users, including those unfamiliar with the interface, by providing assistance options.
Include Back and Navigation Buttons: Provide easy navigation options, such as back buttons and arrow buttons, for seamless movement within the interface.
Highlight Editing Section: Make the active editing area clear to maintain context and orientation.
Add Preview Button: Allow users to preview their photocopies before printing for better control over the final output.
Device Functions Clarity: Ensure clarity in device functions by replacing jargon with familiar terminology and providing clear instructions for recharging and pricing.
Provide Tutorial Flyer: Offer clear instructions near the machine and remove unnecessary options from the main menu to reduce cognitive load.
Show Digital Previews: Display digital previews of scanned documents to remove ambiguity
Offer User Control and Freedom: Allow users to easily exit unwanted states without extensive dialogue and provide info buttons for option explanations.
Ensure Visibility of System Status: Keep users informed about system operations with appropriate feedback within a reasonable time frame.
Match System Language with Users: Use language, words, and concepts familiar to users rather than system-oriented terms.
Give Loading Instructions: Provide instructions and a demo video for loading paper and using document feeders.
Provide Reminder: Offer a clear reminder to take originals after scanning or copying.
Wireframes.
Conclusion.
This project aimed to address usability challenges and improve the overall user experience of the printer system in the college library. By conducting thorough research, developing personas, and proposing innovative solutions, the project aimed to enhance efficiency, accessibility, and reliability for both students and faculty members. Implementation of the proposed solutions is expected to result in a more user-friendly printing experience, supporting the academic needs of the college community.