What is your age?
27 and 27
What is your ethnicity?
Turkey
Can you describe the procedure of buying your ticket?
We bought paper tickets from the machine.
Did you find anything difficult or non-intuitive when using the machine?
No, but we couldn’t find the scanner for the barcode so we went to the desk and they let everybody in.
Did you perceive anything as helpful or good?
The machine worked fine.
What is your age?
25 and 26
What is your ethnicity?
Estonia
Can you describe the procedure of buying your ticket?
We did research before we came here. We didn’t understand the reduced prices and thought that the zones were complicated. When we bought the ticket, we had a lot of help from the zone-map. We had some problems with all the different tickets, so we had to check all options to find the one that we wanted.
Did you find anything difficult or non-intuitive when using the machine?
All the different ticket options.
Did you perceive anything as helpful or good?
The zone-map
What is your age?
27.
What is your ethnicity?
I am from Israel.
Can you describe the procedure of buying your ticket?
I went to Pressbyrån but I did not get any sufficient help. I was wondering how I could get to the Royal Castle, but every information I received was in Swedish. I then went to the machine and bought a ticket, no big problem here.
Did you find anything difficult or non-intuitive when using the machine?
I did not understand which areas that represented which zones. Also I did not do any research before so the overwhelming information from the machine. I wanted to know how to go to the Royal Castle, and I had to skim through all information briefly to make sure I did not miss any important info before checking the map but this didn't take very long.
Did you perceive anything as helpful or good?
The customer care hosts that were walking around the information booth and the machine was very helpful and made the process very easy. My Swedish friend is now helping me to buy tickets.
Any other additions?
It would be helpful if there were some kind of arrow pointing to the machines, like "Buy tickets here" or "Get help here". Then I wouldn't have to go to Pressbyrån.
Interviews with tourists
Tourist from America - 37 years old
I spoke to a man from America who had landed here in Sweden today. He is in Stockholm for work until the weekend, but had the afternoon free for sightseeing and used the subway earlier today.
What is your age?
37
What is your ethnicity?
American
Can you describe the procedure of buying your ticket?
I first went to one of the machines but turned away and queued at the ticket booth instead. There I got some help and bought a one way ticket.
Did you find anything difficult or non-intuitive when using the machine?
Yes, the reason to why I abandoned the machine and took a place in the long queue was because of the machine’s appearance. It was just a wall of text, to much information to take in. I don’t know how many different tickets types there were available but there were absolutely to many!
Did you perceive anything as helpful or good?
Yes I think that once I got to the ticket booth it went quite smooth. I also think that the map over the whole subway is good, it was easy to follow my way through the stations until my arrival. The machine was also available in English which was good but as I said before there were too much text!
Tourist from America - 22 years old
I spoke to a young woman from America who were here in Sweden for a week.
What is your age?
22
What is your ethnicity?
American
Can you describe the procedure of buying your ticket?
I went to one of the machines and did not understand everything, it seemed like I had to get a SL-card before I could buy a ticket. So I asked a guard and he showed me the way to the ticket booth. With the help of the guard I then went back to the machine and bought a 7 day ticket.
Did you find anything difficult or non-intuitive when using the machine?
I think it was quite annoying to first go to the machine and there find out that I had go get a card that only was possible to get in the ticket booth. Without the guard I would not have made it!
Did you perceive anything as helpful or good?
The guards help was very good!
What is your age?
50 and 50
What is your ethnicity?
Brazil
Can you describe the procedure of buying your ticket?
We stood in queue for the ticket booth
Did you find anything difficult or non-intuitive when using the machine?
We first tried to buy through the machine, but the information was only in swedish and english so it was difficult. It was hard to interpret what the machine does.
Did you perceive anything as helpful or good?
The guards was helpful in the ticket booth.
What is your age?
24, 50 and 53
What is your ethnicity?
Turkey
Can you describe the procedure of buying your ticket?
We had made all the research before we came here and therefore it was easy to buy the ticket once we got to the machine.
Did you find anything difficult or non-intuitive when using the machine?
No.
Did you perceive anything as helpful or good?
Yes, it was only three steps if you understand English.
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