1. Target observation: Post Office
2. Observation: -3 different sections for the post office. Mailing/collecting items, paying bills and mailing out big/bulky items. the queue for paying bills and general enquiries are usually the longest despite having 3-4 counters open. Some people are getting impatient and paid by using the AXS/SAMS machine provided nearby. I saw postmen collecting all the mails to be sent out, promoters trying to promote insurance.
3. a) what is the item/service?
-paying bills and mail out items
b) who uses it?
- public who need to make general payments and post out items either locally or overseas.
c) When do they use it?
- usually when payment is about to due they will make the payment whereas for postage, usually because of some online business that they are doing or even gifts or presents for/from overseas.
d) how did they use it?
- Firstly, they will queue up accordingly. There will be 3 different sections in the post office. One for mailing or collecting mails, the other is for bulky mails and lastly, payment of bills and general enquiries. Once their turn is up, for people who is mailing out item, they will either have to choose normal postage or registered mail. The difference between this 2 is that reg mail can be tracked and usually encouraged for online sellers who selling their stuff at a higher price. Shall item go missing or did not reached the buyer on time, they can check with the post office about it. For mailing out bulky items, the procedure will still be the same. As for making payments of bills, they will have to wait for any counters which is available and make payment either by cash or net or credit cards (if applicable).
e) is it wasy to figure out the functions and purpose?
-YES, as there are signs to show clearly which queue should they join and the service are fast and efficient.
f) is it clear for user to interact with it?
-In this case, it’s the service with the counter staff. It’s easy for user apart from the sign and the queue that they have to follow, they can also approach the friendly staff for assistance shall they have any enquiries.
g) does it take human behaviour into account?
-To a certain extend they do
h) is it logical?
-Yes as people have to queue for their turns.
i) is it safe?
-Yes as there’s no signs or ways that users can get hurt while queuing or when talking to the staff
k) how flexible?
-It is not that flexible as each queue is for that one purpose only. Postage will be one queue, posting out bigger items is naother and lastly paying for bills and general enquiries.
l) can people with special needs use it?
-The queue for all counters are very narrow. I do not think that it’s possible for the disable people esp those who’s on wheelchair to queue. As far as my observation goes, i did not bump into any handicapped people but i believe that the staff will give privilege for those people with special needs and assisting them with their payments/postage. Apart from that, i did saw some staff just standing around the post office to answer or help people who is unsure on which queue that they should join.
m)which aspect do u think the item satisfy?
-social, mental.
