ATM Design Challenge <br />Manish Vashist (12 August, 2011)<br />
Solution Approaches <br />There were two ways to go about thinking a design solution for an ATM <br />Approach 1: Gradual ...
Challenging Personas<br />ATM Design Challenge <br />The ATM should not only be designed to service tech savvy users. The ...
“I’d like to do my own stuff” <br /><ul><li> Name:  Ram Babu
 Age: 25
 Education: college drop out
 Occupation: Run a phone booth
 Location: Noida, UP
 Motivation: Independence, accessibility
 Due to a recent accident, Ram Babu lost his leg and unable to stand upright
 He likes to be independent
 He is learning Indian classical dance
 He can speak Hindi and can understand few English sentences
He studied basic computers in school and know how to operate the keyboard and mouse.</li></li></ul><li>“I want to save mon...
 Age: 34
 Education: 10th Class
 Occupation: Run a small shop
 Location: Hyderabad
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New ATM UX

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Transcript of "New ATM UX"

  1. 1. ATM Design Challenge <br />Manish Vashist (12 August, 2011)<br />
  2. 2.
  3. 3. Solution Approaches <br />There were two ways to go about thinking a design solution for an ATM <br />Approach 1: Gradual improvement *: this approach would focus on improving the existing interaction paradigms between user and ATM. <br />Approach 2: Radical improvement: this approach would introduce new interaction paradigms. This is more experimental and requires a higher learning curve for users<br />*in this exercise due to time constraint, my focus will be approach2<br />
  4. 4. Challenging Personas<br />ATM Design Challenge <br />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 <br />* 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.<br />
  5. 5. “I’d like to do my own stuff” <br /><ul><li> Name: Ram Babu
  6. 6. Age: 25
  7. 7. Education: college drop out
  8. 8. Occupation: Run a phone booth
  9. 9. Location: Noida, UP
  10. 10. Motivation: Independence, accessibility
  11. 11. Due to a recent accident, Ram Babu lost his leg and unable to stand upright
  12. 12. He likes to be independent
  13. 13. He is learning Indian classical dance
  14. 14. He can speak Hindi and can understand few English sentences
  15. 15. He studied basic computers in school and know how to operate the keyboard and mouse.</li></li></ul><li>“I want to save money for my daughter” <br /><ul><li> Name: KamlaRani
  16. 16. Age: 34
  17. 17. Education: 10th Class
  18. 18. Occupation: Run a small shop
  19. 19. Location: Hyderabad
  20. 20. Motivation: Financial Security
  21. 21. KamlaRani is married with one daughter who is 6 years old
  22. 22. She is saving money for her daughter’s future including studies and marriage
  23. 23. She visits bank every week to deposit her savings
  24. 24. She can speak Tamil language and understand Hindi
  25. 25. She doesn’t have access to computer but would like her daughter to learn it</li></li></ul><li>“I like to spend time with my grand sons“<br /><ul><li> Name: Javan Sahib Singh
  26. 26. Age: 61
  27. 27. Education: 12th Class
  28. 28. Occupation: Retired
  29. 29. Location: Jaipur, Rajasthan
  30. 30. Motivation: Family, Grand Children
  31. 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. 32. He visits bank every month to collect his pension
  33. 33. He speaks Hindi and Rajasthani (local language)
  34. 34. He doesn’t understand Internet even though he has seen computers in his office</li></li></ul><li>Gradual Improvement <br />ATM Interface <br />Touch screen<br />Tactile feedback <br />Display Important Info.<br />Recognition <br />Secured<br />Clear exit<br />
  35. 35. Approach 1* : Gradual improvement<br /> 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. <br />* as ,mentioned earlier, I will not detailed out the approach 1 (gradual improvement) <br />
  36. 36. Gradual improvement - ATM Interface <br />Touch screen interface <br />Tactile feedback <br />Remember user choices<br />Important information displayed all the time<br />Secured <br />If not touched for “x” seconds <br />Facial recognition <br />Clear exit<br />Touch screen interface<br />Remember user choice<br />Critical info is displayed<br />Clear exit available to user<br />User preference <br />Easy Navigation <br />
  37. 37. APPROACH 2:Radical Improvement <br />ATM Interface <br />
  38. 38. Approach 2: Radical Improvement<br /> 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. <br /> For this design challenge, persona & scenarios are targeted for approach 2<br />
  39. 39. User Experience Flow<br />Approach 2<br />
  40. 40. Process <br />Paradigm Shift <br />User needs ATM services <br /><ul><li>User should not be required to visit ATM for most of the services</li></ul>ATM search experience should be easy<br /><ul><li>Location based search using mobile phone
  41. 41. Standard ATM sign </li></ul>User find ATM - <br />walk pattern detection security<br /><ul><li>Do I have association with any bank?
  42. 42. Is this person have a criminal background and not allowed in ATM?
  43. 43. No Plastic Card.
  44. 44. ATM authenticate user using facial recognition or thumb impression </li></ul>User is allowed – Biometric Security <br /><ul><li>Experience would be closer to the bank
  45. 45. Advanced voice recognition e.g. Yes, OK, Haan(OK in Hindi), Oki Doki, go ahead & humming (head nodding) would be Yes
  46. 46. Local voice recognition support
  47. 47. Gesture recognition support
  48. 48. ATM augments interaction based on the voice, gestures as well as facial recognition </li></ul>Primary interaction paradigm - voice & gesture. User can also use touch<br />
  49. 49. Scenarios <br />Approach 2<br />
  50. 50. User withdraws the cash <br />User finds ATM<br />User can see that no one is inside the ATM Box<br />ATM run a walk pattern detection test against the user near the gate<br />ATM let the user enter (the gate should be designed based on local aesthetics)<br />User authenticate himself using facial detection (the message should be very clear and easy to understand - where to start)<br />User data will be displayed in front of the user on a touch screen interface <br />Conversation between the user and ATM avatar starts at this point <br />Avatar: Welcome <name> how can I help you today? <user data will be displayed on the touch screen in front><br />User: “I wanna withdraw 2500 rupees “<br />Avatar: your current balance is rupees 18000. would you like me to give you 2500 rupees?<br />User: “yep”<br /><Processing><br />Avatar: Please take the cash. Your current balance is 15500 rupees. Would you like to perform any other transaction?<br />User: “Nope” <br />User collect cash and left <br />ATM would know that the user has left. <br />ATM will logoff the user and display welcome screen <br />
  51. 51. User deposits the cheque<br /><Authentication same as previous><br />Conversation between the user and ATM avatar starts at this point <br />Avatar: Welcome <name> how can I help you today? <user data will be displayed on the touch screen in front><br />User: “I want to deposit a cheque“<br />Avatar: Please place the cheque on the tray. <br /><Tray comes out and user places the cheque on it> (does not matter what side the user places the cheque)<br /><processing><br />It scans the cheque and displays on the screen <br />System extract account information, cheque value and signature from the cheque<br />system matches the signature pattern<br />System checks for the available funds <br />Avatar: the cheque is verified and I am depositing 25000 rupees in your account<br /><Processing><br />Avatar: Your current balance is 45000 rupees. Would you like to perform any other transaction?<br />User: “No” <br />User left the ATM box<br />ATM would know that the user has left. <br />ATM will logoff the user and display welcome screen<br />
  52. 52. Other design benefits <br />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<br />Since the ATM will use walk pattern detection and facial detection to recognize users, security agencies could also use ATM video feeds<br />
  53. 53. Thanks!<br />ATM Design Challenge <br />References<br />http://www.face-rec.org/interesting-papers/<br />http://www.datehookup.com/content-analyzing-body-language-gesture-recognition.htm<br />http://mambo.ucsc.edu/psl/fanl.html<br />http://ieeexplore.ieee.org/xpl/freeabs_all.jsp?arnumber=4272626<br />http://www.homelandsecuritynewswire.com/biometrics-tunnel-helps-identify-individuals-unique-walking-patterns<br />
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