User-centered     design     approach    for               interactive kiosks: evaluation and redesign               of an...
BACKGROUND: interactive kiosks                                        Transactional kiosks                                ...
BACKGROUND: the banks’ challengeToday bankslarge space-branches with clerksBank of tomorrowsmall service areas with machin...
The User-Centered approach1   Heuristics evaluation       2   Test with users                  3   Re-design & Prototype  ...
Automatic Teller Machine: BANCA CARIGEThe kiosk•    15” LCD monitor•    4 buttons per side•    Numeric keypad•    Card rea...
UCD: methods from other contexts of use                                           Heuristic Evaluation - A System Checklis...
Main issue: a function-oriented system                                                                  Recharge of mobile...
Test with users       CHItaly2011, 13-16 September 2011,                                            8                  Alg...
Test with users       Seventeen participants volunteered       9 females and 8 males; mean age = 25.88 years; SD = 3.04 ye...
Re-design: ATM personalizationThe most frequent services were directly accessible from theleft side of the main menu.     ...
Prototype: GUIMain menu of the new ATM                                                                Personal service #1 ...
Prototype: re-test with users      Thirteen participants volunteered      3 females and 10 males; mean age = 28.46 years; ...
Results: users’ preferencesTask               Standard service                Personal service   TOTWithdrawal         8% ...
Results: users’ perceptionsUsability Evaluation questionnaire (Us.E. 2.0)     p <.001                 F2, 58 = 7.78, p <.0...
Results: eye-tracking studyUse of the standard service                      Use of the personal serviceWithdrawal of one h...
Conslusions and dicussion• The user-centered approach is well suitable for interactive  kiosk (e.g., automatic teller mach...
User-centered design approach for interactive    kiosks:        evaluation           and   redesign   of   an    automatic...
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Atm carige chitaly

  1. 1. User-centered design approach for interactive kiosks: evaluation and redesign of an automatic teller machineCamilli, M.1 2, Dibitonto, M.1, Vona, A.1, Medaglia, C.M.1 & Di Nocera, F.1 2 1 CATTID – Sapienza University of Rome 2 Laboratory of Functional Analysis of Behavior – Dept. of Psychology (Sapienza) CHItaly2011, 13-16 September 2011, Alghero, Italy
  2. 2. BACKGROUND: interactive kiosks Transactional kiosks pragmatics needs, security and efficiencyInformative kiosksinformation needs and engagement CHItaly2011, 13-16 September 2011, 2 Alghero, Italy
  3. 3. BACKGROUND: the banks’ challengeToday bankslarge space-branches with clerksBank of tomorrowsmall service areas with machines CHItaly2011, 13-16 September 2011, 3 Alghero, Italy
  4. 4. The User-Centered approach1 Heuristics evaluation 2 Test with users 3 Re-design & Prototype 4 Re-test and comparison Vs. CHItaly2011, 13-16 September 2011, 4 Alghero, Italy
  5. 5. Automatic Teller Machine: BANCA CARIGEThe kiosk• 15” LCD monitor• 4 buttons per side• Numeric keypad• Card reader• Small printer• Cash dispenser The software • Similar to web-based app • Navigation of multilevel menus • Main menu: • Withdrawal • Balance & statements • Mobile balance recharge • Recharge of prepaid credit CHItaly2011, 13-16 September 2011, 5 Alghero, Italy
  6. 6. UCD: methods from other contexts of use Heuristic Evaluation - A System Checklist from the web usability Pierotti, D. (1993)Systematic Human Error Reduction Approach (SHERPA)from the industrial design Embrey, D.E. (1986) CHItaly2011, 13-16 September 2011, Alghero, Italy 6
  7. 7. Main issue: a function-oriented system Recharge of mobile balanceNot intuitive labelingToo many steps for a very frequent operation CHItaly2011, 13-16 September 2011, 7 Alghero, Italy
  8. 8. Test with users CHItaly2011, 13-16 September 2011, 8 Alghero, Italy
  9. 9. Test with users Seventeen participants volunteered 9 females and 8 males; mean age = 25.88 years; SD = 3.04 yearsSix tasks:• recharge a prepaid credit card,• withdraw cash,• check account balance,• check the list of exchange rates,• check the stocks and• recharge a mobile balance Usability Evaluation questionnaire (Us.E. 2.0) Di Nocera et al. (2003; 2009) CHItaly2011, 13-16 September 2011, 9 Alghero, Italy
  10. 10. Re-design: ATM personalizationThe most frequent services were directly accessible from theleft side of the main menu. CHItaly2011, 13-16 September 2011, 10 Alghero, Italy
  11. 11. Prototype: GUIMain menu of the new ATM Personal service #1 withdrawal of the frequent cash balance Personal service #2 recharge of the own mobile account Visual design all graphical elements of the bank institution CHItaly2011, 13-16 September 2011, 11 Alghero, Italy
  12. 12. Prototype: re-test with users Thirteen participants volunteered 3 females and 10 males; mean age = 28.46 years; SD = 4.05 years Four tasks: • withdraw one hundred euros • withdraw the own frequent cash balance • recharge the own mobile account • check account balance and statementsUsability Evaluation questionnaire (Us.E. 2.0)Di Nocera et al. (2003; 2009) Eye-tracking metrics: assessment of the GUI readability CHItaly2011, 13-16 September 2011, 12 Alghero, Italy
  13. 13. Results: users’ preferencesTask Standard service Personal service TOTWithdrawal 8% 92% 100%(own frequentcash balance)Mobile recharge 38% 62% 100%(own mobilephone account)MEAN 23% 77% 100% CHItaly2011, 13-16 September 2011, 13 Alghero, Italy
  14. 14. Results: users’ perceptionsUsability Evaluation questionnaire (Us.E. 2.0) p <.001 F2, 58 = 7.78, p <.01 CHItaly2011, 13-16 September 2011, 14 Alghero, Italy
  15. 15. Results: eye-tracking studyUse of the standard service Use of the personal serviceWithdrawal of one hundred euros Withdrawal of the frequent cash balanceJust a “glance” before pressing the button Long time looking at the preferred serviceMean fix duration = 302.42 ms Mean fix duration = 1237.91 ms CHItaly2011, 13-16 September 2011, 15 Alghero, Italy
  16. 16. Conslusions and dicussion• The user-centered approach is well suitable for interactive kiosk (e.g., automatic teller machine).• The services personalization in interactive kiosks may increase the system handling.• In everyday service technologies, design strategies should help users to integrate new features with the more standard and well-known functionalities. CHItaly2011, 13-16 September 2011, 16 Alghero, Italy
  17. 17. User-centered design approach for interactive kiosks: evaluation and redesign of an automatic teller machine.Thanks for your attention!!marco.camilli@uniroma1.it CHItaly2011, 13-16 September 2011, Alghero, Italy
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