Understanding the factors affecting user experience and technology acceptance in the context of automated border controls

The purpose of this paper is to describe the complexity of an Automated Border Control (ABC) context and the factors influencing the experience passengers and border guards have when interacting with ABC systems. Automated border control is expected to make border checks quicker and more efficient as well reducing the cost. At the same time, the purpose is to enhance the level of border security. Automated solutions have been taken into use at many border sites over the past few years and a great deal of effort has been put into the development of ABC technology. But the effects may remain poorer than expected if the usage rates are low or if the process efficiency targets are not reached. One well recognised reason for this is that the process is too cumbersome for users. Thus, it is extremely important to pay attention to the usability and user experience when designing ABC solutions and environments so as to ensure user acceptance and positive impacts on technology integration. By deep research work and gaining an understanding of the field of border control, the main factors affecting the user experience (UX) and general acceptance have been identified. Suitability of technology, operational environment and user profile are all important factors that should be carefully considered in technology development.