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Julian Seifert, Alexander De Luca, Enrico Rukzio
Don't Queue Up! User Attitudes Towards Mobile Interactions with Public Terminals
In MUM '12: Proceedings of 11th International Conference on Mobile and Ubiquitous Multimedia. Ulm, Germany, December 4 - 6, 2012. (Best Short Paper Nominee)

Public terminals for service provision provide high convenience to users due to their constant availability. Yet, the interaction with them lacks security and privacy as it takes place in a public setting. Additionally, users have to wait in line until they can interact with the terminal. In comparison to that, personal mobile devices allow for private service execution. Since many services, like withdrawing money from an ATM, require physical presence at the terminal, hybrid approaches have been developed. These move parts of the interaction to a mobile device. In this work we present the results of a four week long real world user study, in which we investigated whether hybrid approaches would actually be used. The results show that users accept the hybrid service as they understood that they could use down downtimes (like bus rides) to prepare the interaction with the public terminal. Our ?ndings give novel insights about security relevant aspects such as where and when users interact with the mobile service before accessing the public terminal. So the preparation of the transaction on the mobile phone was often conducted much further away from the terminal than expected (81.0% with a distance greater than 400m) and earlier than expected (82.1% at least 5 minutes in advance).