Development and Test of a New Concept of Interactive Front Counter

Designed to Enhance User Experience

Simona D’Attanasio and Thierry Sotiropoulos

GEMIA Departement, Icam site of Toulouse, Toulouse, France

Keywords: Human-Machine Interface, Interactive Front Counter, Gestural Interface, Tactile Wood, Robotic Operating

System, Modular Architecture, Tourism Application, User Experience.

Abstract: The front counter is the physical contact point between customers and service providers. By embedding

technology in this piece of furniture in an aesthetic and an ergonomic design, surprising forms of interaction

can be achieved. The combination of smart communicating devices and wood as the main material for

integrated interfaces creates a unique atmosphere that can enhance user experience. This paper presents the

design of an innovative, modular, low cost, interactive, smart front counter. This system provides customers

with personalized information according to their profile, needs and tastes. At the same time, service and/or

product providers can collect and visualize data concerning customers in real-time. With the contribution of

professionals in woodcraft manufacturing and industrial design, a prototype of interactive front counter

integrating a tactile wooden board, a gestural interface, and a wood screen has been developed and tested in

the enotourism context with a group of 75 people. The counter was positively evaluated. Results show that

the interaction with such a system can provide an attractive and valuable support for both customers and

service providers.

1 INTRODUCTION

A front counter is a particular piece of furniture. It

materializes the very first contact point between

service and/or product providers and customers in

most of the touristic, commercial, industrial,

administrative, public, or private entities. In front of

the counter, customers do not always have a precise

idea of what they are looking for: some would like to

be guided and advised by experts, without

commercial biases, others may be reticent and shy

and would prefer not to reveal their needs and

constraints. Behind the counter, there are service

and/or product providers willing to improve their

position and visibility: the range of offerings becomes

wider and wider, customization is the main trend and

they have to survive in a world full of competitors.

The front counter is therefore the physical interface

between these two worlds and it can be pictured as the

playfield of a "quest".

In addition, the spread of internet technology

changed the way customers look for information: the

challenge for them is to find the product or the service

that fits the best to their needs, personality, or budget

(Bell & Patterson, 2011). Therefore, the challenge for

providers is to be able to assist customers in their

requests and needs, drawing attention to the products

and services they can provide. This "journey", in

terms of customer's emotional involvement, plays an

equally important role than the goal itself. Time has

also become an important gauge. In a world where

connections are here and now, waiting is more and

more unacceptable: the positive perception of waiting

time represents another critical issue for providers

(Liang, 2017).

In this context, user experience plays a key role.

User experience is defined by ISO (ISO, 2019) as the

“user’s perceptions and responses that result from the

use and/or anticipated use of a system, product or

service”. Included in the definition are user’s

emotions, preferences, perceptions, and comforts

“that occur before, during, and after use”. The

interactive behavior and the functionalities offered by

a system can have a strong impact on user experience,

a concept that remains dynamic, context-dependent,

and subjective (Law, 2009). Technologies offer

opportunities to a wide range of people to undertake

various activities in different contexts. The goal of the

activity directly helps to establish the requirements

for technology design and integration, but the design

can influence the way activities are performed,

162

D’Attanasio, S. and Sotiropoulos, T.

Development and Test of a New Concept of Interactive Front Counter Designed to Enhance User Experience.

DOI: 10.5220/0010142001620169

In Proceedings of the 4th International Conference on Computer-Human Interaction Research and Applications (CHIRA 2020), pages 162-169

ISBN: 978-989-758-480-0

changing sometimes the nature of the activity itself

(like smartphones) (Benyon, 2013). Then looking for

a service or a product can become a more meaningful

operation, involving learning.

The system we describe in this paper is the

prototype of a new concept of interactive front

counter aiming to enhance user experience for

customers and to supply the provider with a useful

tool to improve their service. The concept has been

introduced in a previous work (D’Attanasio at al.,

2019) and a state of the art of interactive and modular

systems based on smart furniture has been presented.

A more recent work derived from the EU-funded

research project REACH (Rongbo et al., 2020)

proposes the concept of a modular interactive

furniture system for elderly people. The main idea is

to integrate stand-alone smart furniture into a larger

framework, providing connection, and global data

analysis. In this application, sensing aims to achieve

prevention, to facilitate intervention system (sensing-

monitoring-intervention) and to encourage physical

and mental activities. The system is an intelligent

interface among elderly and caregivers.

The reason we are interested in smart furniture is

that our system is composed of physical interactive

communicating modules. Krejcar et al. (2019) define

smart furniture as “designed, networked furniture that

is equipped with an intelligent system or is controller

operated with the user’s data [...] Smart furniture

needs to have the ability to communicate and

anticipate user’s needs using a plurality of sensors

and actuators inside the user’s environment,

resulting in user-adapted furniture”. Frischer et al.

(2020) point out the need for smart furniture to be

flexible, low-cost, easy to buy, and install. These

definitions have driven our research.

The state of the art has greatly inspired our design,

but we could not find a work addressing all the aspects

as our system does. First of all, our concept focuses on

the front counter as a physical entity, as a piece of

furniture, whose aesthetics and ergonomics are

important. Our system must be nice to see and practical

to use and, to reinforce this aspect, design professionals

actively contributed to the work. The system must also

be scalable and modular to adapt to different physical

layouts and configurations, according to the provider’s

needs. Moreover, the concepts must be flexible enough

to be adaptable to various contents and applications,

anywhere, and in any situation where a front counter is

needed. These constraints have a huge impact on our

technical choices, as it will be explained later. The

integration of existing multimodal interfaces

contributes to achieving a unique experience for the

customer and an affordable product for the provider.

To optimize integration, the modules composing the

system are designed from scratch considering material

selection and fabrication and assembly procedures.

This step is performed in close collaboration with a

professional woodworker specialized in counter

manufacturing. In our previous work, we already

pointed out as wood-based interior products improve

customer touch experience (Bhatta et al., 2017) and

have positive physiological effects (Ikei et al., 2016).

In more recent studies, Burnard and Kutnar (2019)

present a test experiment to validate the hypothesis that

the use of wood as the material for furniture, i.e.

bringing nature indoor, reduces stress response and

improves stress recovery.

In the next paragraph, we will briefly recall the

basic concept of the interactive front counter, detailed

in D’Attanasio et al. (2019). We will then describe the

prototype, with a major focus on the developed

interfaces, and on the system architecture. We will

also present and discuss the results of a test performed

on 75 people interacting with the system.

2 THE CONCEPT

Our concept of the interactive counter is illustrated in

Figure 1. It consists of an interaction area. Within the

area, the customer position and trajectory can be

tracked and several modules can be found. Their

number depends on the customer flow and on the

services to provide. Each module, which can be

duplicated if necessary, provides a specific service.

Modules are independent but nevertheless connected

pieces of furniture. They are parts of the same

interactive front counter system.

Figure 1: A schematic description of the concept.

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163

This system includes two types of modules: the

master and the terminal. The master is the module that

the customer has to visit first. It allows the setting of

preferences by means of a questionnaire. Each

customer profile is associated with an agent, a unique

physical and digital entity. The agent is a physical

badge, called totem, and that has to be collected by

the customer from special containers when entering

the interactive area. Within the software control

system, agents are digital identification variables

storing customer’s profiles.

Services are provided by terminals and are

personalized for customers having visited the master.

Because the context of the project is the tourism field,

examples of service are the discovery of local

products according to the customer’s taste, or the

discovery of cultural activities and events. All

modules are interactive, have a similar console-shape,

and are accessible to disabled users. In the next

section, we will describe the prototype that we have

developed.

3 MATERIALS AND METHODS

The current prototype is composed of two modules, a

master and a terminal, described in detail in the

following sections.

Figure 2: The design of the master is shown on the left. The

picture of the prototype is shown on the right.

3.1 The Master

The master is depicted in Figures 2. The module

consists of a “wood screen” of about 65cm width and

40cm height, where images are projected from behind

as shown in the schematic view of Figure 3.

The transparency of wood is obtained by a board

of PMMA (polymethyl methacrylate) covered by a

0,6mm wood veneer layer. The user can interact with

the screen using a gestural interface. Two linear

arrays of 60 programming RGB LEDs (WS2812B) at

the base of the totem pedestal and on the top of the

screen provide visual feedback.

Figure 3: The schematic view of the projection area inside

the master.

3.1.1 Gestural Interface

Several works demonstrate the successful

implementation of gestural interfaces. The hand

gesture is considered as a natural method of

interaction (Ibraheem & Khan, 2012). To simplify the

interaction and to lower the cost, we developed a

gestural interface mounted at the bottom of the screen

made of an array of distance sensors. We also wanted

to achieve a contactless interaction, as it is nowadays

critical to avoid virus transmission. The idea is to

detect only three gestures: selection, shift right, and

shift left. Because we wanted to make use of well-

known gestures like the one used for smartphone

interaction, we choose the sweep right and left to

encode the corresponding shift right and left. The

selection is performed by leaving the hand on the

array several seconds. Each gesture has visual

feedback given by a particular LED animation, that

indicates the recognition of the gesture by the system.

These gestures allow navigation through the

questionnaire that is projected on the screen.

Figure 4: The sensor array of the gestural interface.

On the prototype, we integrated IR distance

sensors because this technology can be covered by a

transparent or colored layer of common Plexiglas

without altering the measurement. This aspect is

fundamental to assure the robustness of the system for

maintenance (in particular dust), and for aesthetical

and easy integration in the module. 11 sensors have

been placed at 5cm of distance to cover 50cm of

length as showed in Figure 4. It is possible to divide

the array into “areas” to be able with one array to

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select items of a multiple-choice questionnaire and to

reserve an area for the “back button”.

3.2 The Terminal

The terminal is depicted in Figures 5. The service

proposed by this module is the discovery of the

production of wine in a certain region. The module

consists of a tactile wooden board (birch has been

used) representing the region of Occitanie in the

South-West of France. The map of the region has

been engraved using a laser printer. As illustrated in

Figure 6, four areas have been identified, as main

wine production lands. When touching one of the

areas, visual feedback is given by an array of 50 LEDs

on the top of the board and a connected bottle, that

can be grasped by the customer, allows the

visualization of the different wines produced in that

area.

Figure 5: The design of the terminal is shown on the left.

The picture of the prototype is shown on the right.

Another array of LEDs is positioned at the base of

the totem pedestal, as for the master. The bottle

showed in Figure 7, is made of the neck of a real glass

bottle and a body manufactured by a 3D printer using

black ABS material.

A Samsung A10 smartphone is embedded in the

body. An application on the smartphone allows

navigation through the information available by

sweeping and touching. In this way, for each type of

wine, it is possible to obtain information about the

grape variety, best years of production, flavor, dishes,

and cheese to taste with. The application interacts in

real-time with the tactile areas.

3.2.1 Tactile Wood

Capacitive sensing technology has been widely and

successfully used for contact and even gesture

detection. A variety of certified devices is available

on the market (Wang, 2014; Davison, 2013). We used

the CAP1188 for our prototype because this sensor

has built-in Python and C libraries allowing easy

integration and software sensor settings. Depending

on the surface of the area, different sensor

sensitivities and thresholds must be set. Sensitive

areas are painted with a conductive paint ELECTRIC

PAINT™ from BARE Conductive. The board of

birch wood has a thickness of 2cm and is simply

placed on the board where electrodes are painted.

Figure 6: The engraved map is showed on the left; on the

right, the four interactive areas are highlighted in grey.

Figure 7: The connected final bottle is on the left. The CAD

design of the body is shown in the middle. The bottle

switches on during interaction (on the right).

4 THE TOTEM

The totem is depicted in Figure 8. This object is the

physical representation of the agent, the entity that is

assigned to a customer during his/her visit at the

interactive front counter. This version of the totem

has deliberately quite big dimensions (the cylinder

shape has a diameter of about 10cm) because it

materializes the will of the customer to be involved in

the experience.

Two technologies have been integrated into two

versions of the totem. The first one is active RFID (we

implemented Pozyx solution). An emitter is

positioned inside each totem and continuously emits

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RF waves, detected by four fixed external beacons.

Therefore, it has to be alimented by a battery. The

precision of the system is about 10cm and depends on

the position of the beacons (relative distance and

height). As the position of the totem can be tracked in

real-time, it is possible to automatically switch

modules on when the customer approaches them. The

downside is that the distance of the modules from the

beacons has to be measured and recorded into the

system.

Figure 8: The CAD design of the totem is shown on the left.

The emitter and the battery are positioned on the bottom. A

picture of the totem, made by a 3D printer, is visible on the

right. On the top, you can see the cross of the Occitanie

region engraved on a wooden board.

As a consequence, modification in the layout of

the counter (position of the modules) cannot be done

without measuring and recording the distance again.

The emitter battery must also be recharged and

inductive chargers are mounted under each module

pedestal as well as in the containers.

The second technology is passive RFID (we

implemented MIFARE RC-522 reader). This

technology is widely used today to label almost any

product. The emitter main component is an antenna,

called tag, that can fit in a small and cheap plastic

badge or on a sticker. The tag must be at a few

centimeters of distance from the reader to be detected.

The advantage with respect to active RFID, besides

the price, is that there is no need for a battery and the

design of a totem that customers can keep (and

eventually re-use) is possible. To switch modules on,

the totem integrating the tag must be placed on the

pedestal.

5 SYSTEM INTEGRATION

Our front counter integrates a processing unit in each

module and a processing external unit acting as the

main controller of the whole system. For security

reasons and to obtain robust behavior, units are

connected using a local wireless Ethernet-based

network (Wi-Fi). The main controller can be then

connected to the Internet for data management

(storage, analysis, and access). That means that the

front counter has a distributed architecture. Besides,

modules can be added, reconfigured or updated, in

terms of integration of new hardware (sensors and/or

actuators) as well as in terms of control algorithms.

That means that the front counter has a modular

architecture. Modules are also stand-alone systems,

working in parallel and at the same time as other

modules. Real-time interaction with customers and

providers and real-time system responses are also

needed.

Figure 9: Architecture of the ROS control system. Circles

are nodes, grey boxes are topics, white boxes are services

or threads (when indicated).

These system requirements are the reasons for the

choice of ROS Robotic Operating System as the

middleware for the software architecture. Originally

designed and developed for robots, ROS is meant to

provide a powerful and flexible framework for

complex, modular, distributed, parallel, and real-time

systems. The ROS architecture of the front counter is

shown in Figure 9. ROS nodes, contained into

packages, are programs, coded either in Python or

C++, that execute simultaneously. They exchange

data through topics: when a message is published in a

topic, the node subscribing to that topic is

immediately warned and the corresponding call-back

is executed (a call-back is the function associated

with a topic). For example, the node managing the

gestural interface publishes in real-time the detected

gestures (commands). The node GUI (graphical user

interface), which subscribed to the corresponding

topic, reacts to commands updating the projected

images. If the technology of the gestural interface is

modified and the gestural interface node is updated,

the only constraint for the node is to produce the same

type of message. The stop or the start of a node does

not affect the other nodes. Nodes also provide

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services that can be directly called by other nodes. For

example, we used services to start and stop (switch

on/off) modules when a new totem, with a new ID,

(identification number) is detected. The main

principle of the developed architecture is that the

totem ID is responsible of the generation of a new

node agent. This node, containing the user profile,

subscribes to services provided by modules and

generates the switching on and off of the modules

when the user approaches them with the totem.

6 SCENARIO AND TEST SETUP

The prototype of the interactive front counter has

been tested with a group of people. After the

presentation of an early version of the prototype in

December 2019 at a public event about technology in

tourism, we observed that our concept gathered a lot

of interest, in particular by the community of

enotourism (or wine tourism). That is the reason why

for the test we developed a scenario about wine and

spirits. The Covid-19 pandemic forced us to organize

the test at our University instead of a wine cellar. The

system was installed in our laboratory and we invited

students and colleagues (not aware of the project) to

test it. The setup is showed in Figure 10.

Figure 10: Picture of the test setup.

Figure 11: Signs installed on the master (left image) and on

the terminal (right image).

The following scenario was presented: “you go to

a wine cellar to buy a bottle of wine, the cellar-man is

not available and a sign invites you to grab a totem

and to head for the master”. After which people were

left alone to interact with the modules, and the only

explanation they received were the signs showed in

Figure 11. The master proposed 3 levels of questions,

offering multiple answers. The first level was the

language spoken, English, French, or Spanish (see

Figure 12). According to the language selected, the

rest of the interaction (on the master and the terminal)

respected the choice. Then 2 other levels of questions

were proposed (inspired by the website of the store

“Esprit Dégustation”, that can be found at

https://www.esprit-degustation.fr/).

On the terminal, area selection and wine

visualization on the bottle were possible, as explained

in the previous section.

Figure 12: Example of language selection. In this

configuration, to select the Spanish language, the user has

to perform a swipe right gesture, as only the image in the

center is selectable.

After a first interaction, an explanation of the

mode of interaction was given and a second

interaction was performed. All participants were

asked to fill a 5-point scale questionnaire (Law et al.,

2009) and to answer some questions. The graduation

of the scale was: “--”, “-”, “o”, “+”, “++”. The reason

of the choice of this graduation (instead of 1 to 5

graduation) is that it is widely used for activities

evaluation at our University and people are used to it.

The evaluated items were the following:

1. Evaluate intuitiveness of the master (time spent

to understand alone the working principle);

2. Evaluate intuitiveness of the terminal;

3. Evaluate ease of use after explanation;

4. Do you feel that the system can provide

decisional aid?

5. Do you prefer to wait for the cellar-man and

look around or to use the system in the

meanwhile?

6. Evaluate the aesthetic of the modules (shape,

color, material);

7. Evaluate the ergonomics of the modules

(dimensions, ergonomics of gestures);

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167

8. Evaluate the totem (shape, dimensions,

aesthetic);

9. Would you like to receive this type of service

in your favorite wine cellar?

A word to express the feeling after the experience

was asked. The following words were proposed to

answer to the first question: difficult/troublesome,

unpleasant, boring, amusing, enjoyable, surprising.

We didn’t base the questionnaire on standard

tools, as the UEQ questionnaire proposed by Schrepp

et al. (2017), because we wanted to focus on specific

features of our system during this preliminary test.

7 RESULTS

75 people tested the system during one day, 36% of

women, 64% of men. 20% of them had no scientific

background and 20% of them had never visited a wine

cellar. All of them are users of a personal computer in

their daily life. The following table shows the age

distribution.

Table 1: Age distribution of people: the first row indicates

the age span, the second row indicates the percentage of

people corresponding to a span.

<25 25-35 35-45 45-55 >55

53% 9% 20% 11% 7%

102 words were globally given, as some people

gave two words. The most recurrent word was

“amusing” with 42% of occurrences, followed by

“surprising” (33%) and “enjoyable” (25%). People

were also encouraged to comment the overall

experience. The graphic of Figure 13 shows the

overall results concerning the 9 items of the

questionnaire described above.

Figure 13: Results of the questionnaire. Each column of the

graphic is the arithmetic mean of all evaluations of the item,

obtained after the conversion to a 1-5 numerical graduation

(1 corresponds to “--“ and 5 to “++”).

8 DISCUSSION

The first evaluation of the interactive front desk is

very encouraging. Submitted to a public of 75 people

discovering the system for the first time, most of the

items evaluated are in the positive range. In addition,

the user’s comments provided a feedback difficult to

analyze but very interesting for a qualitative

evaluation of our system. The lowest evaluated item

(in the “o” range) is the intuitiveness of the gestural

interface. With the sign as the unique explanation,

people had quite often a hard time to understand the

working principle. Many of them tried to touch the

wooden screen and did not notice at all the array of

sensors on the bottom of the module. The selection

gesture must be improved because unintentional

selection is often triggered.

The interaction on the terminal is considered more

intuitive. The problem here is the understanding of

the fact that the bottle interacts with the map and that

it can be grasped. On the other hand, after

explanation, everybody found the interaction very

easy to perform (item 3 is one of the best evaluated).

The connected bottle was well appreciated: the fact of

already having in the hand the object that the

customer is looking for has been considered a clever

choice.

Another item with medium evaluation is the

totem. This medium evaluation is the result of a mean

over a very spread result (from hate to love!). Almost

everybody understood alone that the totem had to be

positioned on the pedestal and the majority of users

understood that the connection between them and the

system was materialized by this object. The fact itself

of carrying an object to be recognized by the system

was well accepted and even preferred to identification

by a camera (facial recognition was proposed as an

alternative), considered too “invasive” even if

performed under laws on privacy. The idea of using a

bottle-shaped totem was suggested by several

persons.

Finally, the aesthetic of the modules was very well

evaluated because “wood provides a feeling of

authenticity”.

9 CONCLUSIONS AND FUTURE

WORK

The paper presented the design of an innovative

interactive front counter, that consists of an

interactive area where communicating aesthetic and

ergonomic wood modules are placed. Modules

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integrate different types and technologies of human-

machine interface. Wood has been used as the main

material, because of its authenticity. A prototype

integrating two modules, a master and a terminal, has

been developed and tested with 75 people, receiving

a very positive feedback. Tests also contributed to

identify some leads for future work. First of all,

interfaces must be improved. The gestural interface

must be improved: formal methods to select the

appropriate gestures and to validate the design have

to be implemented, as the one proposed by Vatavu

(2019). A “back button” must be implemented. A

work on the tactile wood has already begun to design

a matrix-like tactile board. The idea is to obtain a

universal board, easily configurable and

programmable, for any application. Moreover, in the

context of Covid-19 pandemic, alternative contactless

methods for selection and/or automatic integrated

sanitizing devices have to be studied. From the

aesthetic point of view, customization of modules and

of the totem according to the environment and the

application is also demanded. Finally, a second

version of the prototype with a third or even a fourth

module (for example a pedagogical module

explaining the steps of winemaking) has to be

developed, completed with real contents, and tested

in a real environment.

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