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  • 1. ATM Design Challenge
    Manish Vashist (12 August, 2011)
  • 2.
  • 3. Solution Approaches
    There were two ways to go about thinking a design solution for an ATM
    Approach 1: Gradual improvement *: this approach would focus on improving the existing interaction paradigms between user and ATM.
    Approach 2: Radical improvement: this approach would introduce new interaction paradigms. This is more experimental and requires a higher learning curve for users
    *in this exercise due to time constraint, my focus will be approach2
  • 4. Challenging Personas
    ATM Design Challenge
    The ATM should not only be designed to service tech savvy users. The challenge is to make sure that it is also accessible for Semi literate , illiterate & physically challenged users
    * It is assumed that Learning Curve for these type of users will be very minimal. Hence, Literate and Tech Savvy Persona is not discussed here.
  • 5. “I’d like to do my own stuff”
    • Name: Ram Babu
    • 6. Age: 25
    • 7. Education: college drop out
    • 8. Occupation: Run a phone booth
    • 9. Location: Noida, UP
    • 10. Motivation: Independence, accessibility
    • 11. Due to a recent accident, Ram Babu lost his leg and unable to stand upright
    • 12. He likes to be independent
    • 13. He is learning Indian classical dance
    • 14. He can speak Hindi and can understand few English sentences
    • 15. He studied basic computers in school and know how to operate the keyboard and mouse.
  • “I want to save money for my daughter”
    • Name: KamlaRani
    • 16. Age: 34
    • 17. Education: 10th Class
    • 18. Occupation: Run a small shop
    • 19. Location: Hyderabad
    • 20. Motivation: Financial Security
    • 21. KamlaRani is married with one daughter who is 6 years old
    • 22. She is saving money for her daughter’s future including studies and marriage
    • 23. She visits bank every week to deposit her savings
    • 24. She can speak Tamil language and understand Hindi
    • 25. She doesn’t have access to computer but would like her daughter to learn it
  • “I like to spend time with my grand sons“
    • Name: Javan Sahib Singh
    • 26. Age: 61
    • 27. Education: 12th Class
    • 28. Occupation: Retired
    • 29. Location: Jaipur, Rajasthan
    • 30. Motivation: Family, Grand Children
    • 31. Sahib Singh is retired last year. He served in Rajasthan police for over 35 years. He lives in with his son and daughter in-law along with 2 grand children
    • 32. He visits bank every month to collect his pension
    • 33. He speaks Hindi and Rajasthani (local language)
    • 34. He doesn’t understand Internet even though he has seen computers in his office
  • Gradual Improvement
    ATM Interface
    Touch screen
    Tactile feedback
    Display Important Info.
    Clear exit
  • 35. Approach 1* : Gradual improvement
    This would focus on improving the existing interaction paradigms. This approach do not introduce big changes. i.e. user will still carry a plastic card, visit ATM machine, swipes to verify the access, interact with the interface too pass instructions, get a textual feedback etc. the design may improve the existing interaction paradigm and introduce better and more usable interface. Designers can follow UCD process to get user feedback and improve on the design iteratively.
    * as ,mentioned earlier, I will not detailed out the approach 1 (gradual improvement)
  • 36. Gradual improvement - ATM Interface
    Touch screen interface
    Tactile feedback
    Remember user choices
    Important information displayed all the time
    If not touched for “x” seconds
    Facial recognition
    Clear exit
    Touch screen interface
    Remember user choice
    Critical info is displayed
    Clear exit available to user
    User preference
    Easy Navigation
  • 37. APPROACH 2:Radical Improvement
    ATM Interface
  • 38. Approach 2: Radical Improvement
    This approach would bring a paradigm shift for existing interactions. It would challenge the way existing design is presented and being used by users. This is definitely more experimental. Advancement in technology is also one of the key factors that lead to a radical change.
    For this design challenge, persona & scenarios are targeted for approach 2
  • 39. User Experience Flow
    Approach 2
  • 40. Process
    Paradigm Shift
    User needs ATM services
    • User should not be required to visit ATM for most of the services
    ATM search experience should be easy
    • Location based search using mobile phone
    • 41. Standard ATM sign
    User find ATM -
    walk pattern detection security
    • Do I have association with any bank?
    • 42. Is this person have a criminal background and not allowed in ATM?
    • 43. No Plastic Card.
    • 44. ATM authenticate user using facial recognition or thumb impression
    User is allowed – Biometric Security
    • Experience would be closer to the bank
    • 45. Advanced voice recognition e.g. Yes, OK, Haan(OK in Hindi), Oki Doki, go ahead & humming (head nodding) would be Yes
    • 46. Local voice recognition support
    • 47. Gesture recognition support
    • 48. ATM augments interaction based on the voice, gestures as well as facial recognition
    Primary interaction paradigm - voice & gesture. User can also use touch
  • 49. Scenarios
    Approach 2
  • 50. User withdraws the cash
    User finds ATM
    User can see that no one is inside the ATM Box
    ATM run a walk pattern detection test against the user near the gate
    ATM let the user enter (the gate should be designed based on local aesthetics)
    User authenticate himself using facial detection (the message should be very clear and easy to understand - where to start)
    User data will be displayed in front of the user on a touch screen interface
    Conversation between the user and ATM avatar starts at this point
    Avatar: Welcome <name> how can I help you today? <user data will be displayed on the touch screen in front>
    User: “I wanna withdraw 2500 rupees “
    Avatar: your current balance is rupees 18000. would you like me to give you 2500 rupees?
    User: “yep”
    Avatar: Please take the cash. Your current balance is 15500 rupees. Would you like to perform any other transaction?
    User: “Nope”
    User collect cash and left
    ATM would know that the user has left.
    ATM will logoff the user and display welcome screen
  • 51. User deposits the cheque
    <Authentication same as previous>
    Conversation between the user and ATM avatar starts at this point
    Avatar: Welcome <name> how can I help you today? <user data will be displayed on the touch screen in front>
    User: “I want to deposit a cheque“
    Avatar: Please place the cheque on the tray.
    <Tray comes out and user places the cheque on it> (does not matter what side the user places the cheque)
    It scans the cheque and displays on the screen
    System extract account information, cheque value and signature from the cheque
    system matches the signature pattern
    System checks for the available funds
    Avatar: the cheque is verified and I am depositing 25000 rupees in your account
    Avatar: Your current balance is 45000 rupees. Would you like to perform any other transaction?
    User: “No”
    User left the ATM box
    ATM would know that the user has left.
    ATM will logoff the user and display welcome screen
  • 52. Other design benefits
    Currently, a user can give the ATM card to a friend or a family member with the pin information. the new design would accommodate this scenario by allowing user to introduce a family member. Further the user may also instruct ATM the limit that is allowed to withdraw by the introduced member
    Since the ATM will use walk pattern detection and facial detection to recognize users, security agencies could also use ATM video feeds
  • 53. Thanks!
    ATM Design Challenge