Faculty of Cognitive Sciences and Human Development
A COMPARISON STUDY ON EFFECTIVENESS AND EFFICIENCY OF ELEVATOR CONTROLS
Prisscilla Raju Juan
Bachelor of Science with Honours
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(Cognitive Science)
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2005P945
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UNIVERSITIMALAYSIA SARAWAK
BORANG PENGESAHAN STATUS TESIS
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A COMPARISON STUDY ON EFFECTIVENESS AND EFFICIENCY OF ELEVATOR CONTROLS
PRISSCILLA RAJU JUAN
This project is submitted in partial fulfilment ofthe requirements for a Bachelor of Science (Honours) in Cognitive Science
Faculty of Cognitive Sciences and Human Development, University Malaysia Sarawak
2005
The project entitled A Comparison Study On Effectiveness and Efficiency of Elevator Controls was prepared by Prisscilla Raju Juan and submitted to the Faculty of Cognitive Sciences and Human Development in partial fulfilment of the requirements for a Bachelor of Science (Honours) in Cognitive Science
Date:
11
ACKNOWLEDGEMENT
Thank God for His guidance.
First of all, I would like to express my greatest gratitude to my supervisor, Mdm. Shaziti Aman for her support, critiques, ideas, advice and encouragement in helping me in managing and produce this thesis successfully.
Secondly, I like to wish thanks to all my respondents, colleagues and friends who help me through all the process of this project. Their commitment, co-operative, encouragement and support are really appreciated. Thanks to all the people listed below:
My respondents
Third year students of Human Resource Program, Counselling Program and Cognitive Science Program.
Colleagues andfriends:
Drusilla Allyn, Khairunisak (Kak Nisak), Caroline Gasah, Angielia Rentap, Zuria Jayan Thanks to Darfrina Allnia, Farrah Raphael and Michelle Rinjang for checking my thesis.
Thirdly, this appreciation also goes to my family, especially my parent, Mr and Mrs Juan for their financial support and encouragement in my study. Thanks also go to all my brothers Kenny, Allan, Jaswan and Fernando and for being very supportive in all that I had done.
Finally, I want to dedicate my warmest thanks to Stanny Kane for his love and being there for me especially when I am down.
III
Pusat Khidmat Maklumat
Akademll
UNlVERSITI MALAYSIA SARAWA'«
TABLE OF CONTENTS Acknowledgement
Table of Contents List of Figures List of Tables Abstract Abstrak
1.0 Introduction 1.1 Introduction 1.2 Study Background 1.3 Problem Statement
1.3.1 Position of the controls
1.3.1.1 Left side versus Right side 1.3 .1.2 Top versus Bottom
1.3.2 Label
1.3.3 Arrangement of the button 1.4 Research objectives
1.4.1 General 1.4.2 Specific
1.5 Significance of the study 1.6 Research limitations 1.7 Definition of Key Terms
1.7.1 Effectiveness
1.7.2 Efficiency
1.7.3 Reaction time
1.7.4 Population stereotypes
1.7.5 Stimulus- response compatibility 1.8 Conclusions
2.0 Literature Review 2.1 Introduction 2.2 Effectiveness 2.3 Efficiency
2.4 Related Researches and Theories 2.4.1 Reaction time
2.4.2 Stimulus- response compatibility
2.4.3 Effectiveness of sign (word versus symbol) 2.4.4 Mental model and Population stereotypes 2.4.5 Information processing
2.4.5.1 Pattern recognition 2.5 Conclusions
111 IV
vii
X
XI Xll
1 1 3 5 6 6 7 8 9 10 10 10 11 11 12 12 12 13 13 13 14 15 15 16 16 17 17 18 19 22 24 25 26
IV
3.0
Methodology 27 3.1 Introduction 27 3.2 Research Design 283.3 Population and sample 28
3.3.1 Population 28
3.3.2 Sample 29
3.4 Research instruments 30
3.4.1 First Part 31
3.4.1.1 Experience 31
3.4.1.2 Position ofthe control 31
3.4.1.3 Label (word or symbol) 32
3.4.1.4 Position of the open and close button 32 3.4.1.5 Arrangement of the buttons 32 3.4.2 Second Phase 32
3.4.1.1 Counselling Room 33
3.4.1.2 Samples of elevator 34
3.4.1.3 The observation form 35
3.5 Pilot test 36
3.6 Data collection procedures 37
3.6.1 Primer data collection 37
3.6.2 Secondary data collection 39
3.7 Data Analysis 39 3.8 Conclusions 39 4 Results and Discussion 40
4.1 Introduction 40 4.2 Results 41
4.2.1 Population Stereotypes (Questionnaires) 41
4.2.1.1 User's experience 41
4.2.1.2 Control panel position 42
4.2.1.3 Label (word versus symbol) 43 4.2.1.4 Position of open and close button 44
4.2.1.5 Arrangen!ih of elevator 45
4.2.2 Usability Testing 46
4.2.2.1 Number of error 46
4.2.2.2 Reaction Times 47
4.2.2.2.1 Task 1 48
4.2.2.2.2 Task 2 49
4.2.2.2.3 Task 3 49
4.3 Discussions 50
4.3.1 Arrangement of buttons 50
4.3.2 Position of control panel 52
4.3.3 Open and close button position 52
v
1
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4.4
4.3.4 Label (word versus symbol) 4.3.4 General Discussions
Conclusions
54 56 59
5 Summaries, Conclusions and Suggestions 5.1 Introduction
5.2 Summaries
5.3 Summary of findings 5.4 Suggestions
5.4.1 Labelling
5.4.2 Position of control panel
5.4.3 Location ofopen and close button 5.S Future Research
5.6 Conclusions
61 61 61 63 64 64 65 65 66 67
6.0 Bibliographies 68
7.0 Appendix A - Questionnaires Appendix B - Observation Form
70 73
VI
LIST OF FIGURES
Figure 1.1: 2
Some ofthe elevators that review by Bartholdi, J.J (n.d.)
Figure 1.2: 6
The controls panel are placed at left side or right side
Figure 1.3: 7
The open and close button are placed at bottom or top of the controls panel
Figure 1.4: 8
Label (word versus symbol)
Figure 1.5: 9
Three different arrangements of elevator buttons
Figure 2.1: 17
Hick's law
Figure 2.2: 20
The signs with symbols and words
Figure 2.3: 23
Use ofmental models in design by Wilson, J.R (2001)
Figure 2.4: 24
The Modal Model by Bruning, et al., (1998)
Figure 3.1: 29
Formula to determine the sample size
Figure 3.2: 33
The Counselling Room
Figure 3.3: 34
Sample of elevators
Figure 3.4: 35
Observation form
Figure 3.5: 36
Result for mean of reaction time for Task 1, Task 2 and Task 3
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Figure 3.6: 38
Observation flowchart Figure 4.1: 41
Results for question 1 Figure 4.2: 42
Results for question 2 Figure 4.3: 43
Results for question 3 and question 4 Figure 4.4: 43
Open and Close buttons Figure 4.5: 44
Results for question 5 Figure 4.6: 44
Position of open and close button Figure 4.7: 45
Arrangement of buttons Figure 4.8: 48
Mean ofreaction time for task 1 Figure 4.9: 49
Mean of reaction time for task 2 Figure 4.10: 49
Mean ofreaction time for task 3 Figure 4.11: 51
Mean ofreaction time for task 2 Figure 4.12: 53
Mean ofreaction time for task 1 and task 2 Figure 4.13: 55
Mean ofreaction time for task 1 and task 3
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Figure 4.14:
The Modal Model by Bruning, et aI., (1998)
57
Figure 4.15:
Control panel at the right side
59
Figure 4.16:
The open and close button at the bottom of the panel
60
Figure 4.17:
Open and clo e button labelled with symbol
60
Figure 5.1:
Suggestion of elevator control panel design for standardization
64
IX
LIST OF TABLES
Table 3.1:
Error for Taskl, Task2 and Task3
37
Table 4.1 :
Results for question 6
45
Table 4.2:
Error for task 1
46
Table 4.3:
Error for task 2
47
Table 4.4:
Error for task 3
47
x
ABSTRACT
A COMPARISON STUDY ON EFFECTNENESS AND EFFICIENCY OF ELEVATOR CONTROLS
Prisscilla Raju Juan
The aim of this research is to identifY the effectiveness and efficiency of elevator controls among the existing designs. Three different types of elevator control panels were designed to compare to four different features that are (1) position of elevator control panel, (2) arrangement of buttons, (3) labelling, and (4) position of open and close button. The research was conducted in University Malaysia Sarawak and with the sample population of 33 third-year students. Two types of methods are used namely observation and questionnaires. From the observation conducted, the reaction time and error were recorded. while from the questionnaire, the population stereotypes were detennined. Mean of reaction time is used to measure the effectiveness while number of error occurred measures the efficiency. In conclusion, four findings have been achieved.
Firstly, the lower the arrangement of elevator button, the more effective it is. Secondly, the control panel is more effective if it is located on the right side. Thirdly, the open and close buttons are more effective and efficient if positioned at the bottom. Lastly, word is more efficient in labelling than symbols for the open and close button.
Xl
A BSTRAK
KAJlAN TERHADAP PERBANDINGAN KEBERKESANAN DAN KECEKAPAN KAWALANLIF
Prisscilla Raju Juan
Kajian ini dijalankan bertujuan untuk mengenalpasti em-cm yang mempengaruhi keberkesanan dan keeekapan butang kawalan Iif. Tiga panel kawalan lif telah dibina sebagai instrumen kajian di mana keberkesanan dan keeekapan dikaji dengan membandingkan eiri-eiri seperti perbezaan susunan blltang Iif, kedudukan panel kawalan. label dan kedudukan untuk butang tutliP dan blltang buka. Kajian ini dijalankan di Universiti Malaysia Sarawak di mana 33 responden telah dipilih secara rawak. Data diperolehi melalui borang soal selidik dan pemerhatian. Borang soal selidik digunakan untuk mengumpul data tentang tanggapan populasi manakala data bagi masa reaksi dan jumlah kesilapan dikumpul semasa pemerhatian. Keseluruhan data dirumuskan seeal"a deseriptifdi mana keberkesanan dilihat melalui keplltusan min reaksi masa dan keeekapan dibandingkan melalui kekerapan jumlah kesalahan yang dipeolehi. Kesimpulannya. empat dapatan kajian telah diperolehi . Pertama. panel kawaaan liflebih efektif dan efisien sekiranya ketinggian susunan butang berkllrangan.
Kedua. panel kawalan lebih efektif apabi/ berada disebelah kanan pengguna. Ketiga.
label untuk butang buka dan butang tutup adalah lebih efisien mengunakan perkataan berbanding si'mbol. Keempat. butang buka dan butang tutup lebih efektif dan efisien di letakkan di bahagian bawah panel kawalan.
Xli
CHAPTER 1 INTRODUCTION
1.1 Introduction
This chapter would discuss on the effectiveness and efficiency of elevator controls. The elevator is a machine used to transport people from one floor to another floor. It is also known as lift. Based on the history, the first elevator called 'flying
.'
chair' was buill in 1743 for King Louis XV outside his palace in France. That elevator was raised and lowered by men. The world's first safety elevator was invented by Elisha Graves Otis in 1852 using steam and hydraulic to operate it. Then, after a vast of improvement, the elevators were operated on electric, which contributes to faster and safer elevator with various buttons. In this computer age, the microchip-based has been applied in order to maximize its effectiveness, efficiency,
• •
and precise scheduling. Elevators are used in tall buildings such as hospital, hotel, office, shopping complex and international airport for the purposes of time and energy, easier for nurses to bring patients and for the disabled to move to higher floor without using the staircase. Bartholdi (2004) reviewed twelve different types of elevator where it is distinguished from each other in terms of button arrangement, colours, button shapes and other additional buttons.
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Figure 1.1: Some of the elevators that review by Bartholdi, 1.1 (2004)
2
From the Figure 1.1, elevator A is located in Atlanta, elevator B in Malaysia, elevator C and D both in Singapore. There is no standardization of elevator control panel from the figures given. Some of the control panel are crowded with inadequate cues such as colour of the buttons, label beside the buttons and level representation using alphabets. These different features might lead to confusion and misinterpretation among the users.
1.2 Study Background
This study is conducted in order to determine the most effective and efficient control panel in elevators. An elevator control is a type of pushbutton. According to Kantowitz and Sorkin (1983), the pushbutton has four operational requirements namely accessibility, ease of use, error free and safety to achieve those requirements, seven human factors should be considered to determine its effectiveness and efficiency. The seven human factors are consisting of physical parameter, coding and labelling, feedback, panel design, panel position, standardization and stereotypes .
. "
Physical parameter is used to describe the physical features of controls such as size, shape, displacement and control separation. Coding and labelling include numbers, words and symbols on the controls that indicate the functions of the controls. For example, the word 'CLOSE' on the elevator button shows that the button is used to close the door. Another important factor is feedback. Feedback is any response or infonnation that informs users the results of pressing the button. For example, when a
3
user press the OPEN button of the elevator, right after that the elevator's door opened which indicates the feedback received. Another fonn of feedback is in the fonn of sound and light. Panel design refers to the button layout such as arrangement of the buttons, its function and sequences of operation. Panel position is the location and layout of the control. The position must be located at the correct position so that the control is easy to see and is reachable especially for the disabled. Standardization refers to the suitable design, labelling and layout used within the industry and it is important as not to confuse different users from different places operating the same design. Stereotypes refer to user expectation on control-movement. For example, a button is to be pressed and a doorknob has to be rotated clock-wise.
This study only focuses on the effectiveness and efficiency of coding and labelling, panel design, panel position and stereotypes. The elevator controls would be compared in order to measure the effectiveness and efficiency of the existing control panels. The effectiveness is the extent to which a goal or task is achieved or completed. The effectiveness of controls can be measured through the length of time users need to complete the task given. It is also known as reaction time. The less reaction time taken, the more effective it is. The reaction time also depends on stimulus-response compatibility. The most compatible stimulus-response has the fastest reaction time and low error rate (Kantowitz and Sorkin, 1983). The efficiency of control is the amount of effort required to accomplish the task. The efficiency can be measured by number of errors occur.
4
From seven human factors on pushbutton, this research only focuses on four out of the seven human factors which are coding and labelling, panel design, panel position and stereotypes. Other factors such as panel parameter, feedback, and standardization are not considered in this research. This implies that the coding features such as shape, size, width and colour are not to be studied here.
1.3 Problem Statement
There is still no standardization in elevator controls because different elevator has different interface design of controls. These differences may lead to confusion, misunderstanding and dissatisfaction among users. Kantowitz and Sorkin cited in Smith, 1983 that the existing elevator controls are lack of standardization, which may imposes a hardship to the user especially during emergency. In this study, the effectiveness and efficiency of elevator control can be determined by comparing three of the featured controls namely arrangement of the buttons, position of the controls and label, as well as to reduce the dissatisfaction among user, the control coding would be compared.
•
5
Open and button 1.3.1.2 Top versus Bottom
The open and close buttons are located at the top or bottom of the control panel.
This study is to recognize which side is more effective and matches the user's stereotypes.
Open and close button
close
Figure 1.3: The open and close buttons are placed at bottom or top of the control panels
Figure 1.3 shows the different locations of the open and close buttons. The first picture shows that the open and close buttons are located at the bottom while the second picture shows that the open and close button is positioned at the top of the control panel.
7
1.3.1 Position of the control 1.3.1.1 Left side versus right side
The elevator control is usually placed at the right side or left side of the cabin.
But, some elevators has control panel at both sides. The effectiveness is measured by which side is the faster for user to response.
A B
Figure 1.2: The control panels are placed at left side or right side.
Figure 1.2 shows the elevator control panels in two shopping complexes in Sarawak, Malaysia. Picture A shows that the control panel is located at the left side while picture B show the control panel is placed at the right side.
6
1.3.2 Label
Label is an indicator on the button. It is used to show the function of the button.
Examples of the label are word, number and symbol. In this study, label of the open and close button will be compared. The comparison is used to see either worded label or symbol is more effective and efficient.
Word Symbol
Symbol with Braille Figure 1.4: Label (word versus symbol)
Figure 1.4 shows some examples of existing open and close buttons. Usually, the buttons are labelled with word or symbol. But, in certain control panel, the designers also added the button with Braille for blind users of the button usage.
8
1.3.3 Arrangement of the button
In terms of arrangement of the button, different designers tried different ideas by sorting the layout buttons differently. Usually, the buttons are arranged vertically.
However, certain designers would arrange them horizontally. Another difference is the column arrangement where some of the controls are arranged in one column.
Figure 1.5: Three different arrangements of elevator buttons
Figure 1.5 shows three J ifferent arrangements of buttons. The most effective and efficient of arrangement should be consistent with user's expectation so the user can press the button quickly with less error (Bailey, 1989). From the above pictures, instead of arrangement, button's shape and label also dissimilar. Some of the buttons are labelled on top of it, while the other button's labels are beside them.
9
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Research ObjectivesThe objectives of this study can be divided into two. There are general objective and specific objectives.
1.4.1 General objective
This study i to identify the most effective and efficient elevator controls among the existing controls.
1.4.2 Specific objectives
Four specific objectives are stated below:
i. Identify the most effective and efficient arrangement of buttons ii. Determine the most effective position for elevator control
iii. Determine the most effective and efficient location of open and close button
iv. Identify the most effective and efficient of open and close button's label.
10
