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Demography based ATM design


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The presentation is made for a design paper accepted in IndiaHCI 2012.

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Demography based ATM design

  1. 1. Demography based Automated Teller Machine Deepti Aggarwal, Himanshu Zade, Anind K. Dey
  2. 2. Presentation Overview Demography and its impact on usability of ATMs Issues with ATMs in India Global solutions unsuitable to Indian demography Proposed software and hardware design
  3. 3. What is Demography? Study of population composition Spatio-temporally dynamic Study of the size, structure, and distribution of population Tightly coupled with the culture of that place
  4. 4. Demography: Effect on usability of an artifact Influences attitude, behavior, actions, values, cognitive structure, social and perceptual skills. Follows different signs, symbols, and words. affects the interaction with designs!
  5. 5. Demography: Impact on consumer products  Liril Soap could not attract Global market but India owing to its branding as a herbal product.  Dish washer low acceptance into Indian market due to different food preferences.
  6. 6. One more consumer product…Automated Teller Machine
  7. 7.  Widely used service by to make cash withdrawals, check account balances and many other services.  Began in 1970s in UK.What is anAutomatedTeller Machine(ATM) ?
  8. 8.  Literacy rate of 74.04%.  Second highest population in the world  1652 languages and their various dialects.  Age Structure:  0-14 years: 31.1%  15-64 years: 63.6%Indian  65-over: 5.3%Demography
  9. 9.  Low technical acquaintance.  Slow adaptation to newer technologies.  Emotional attachment to local terminologies and preferences.  Segmented population results to diverse needs.Indian  Leads to lower usabilityDemography: of ATM.Impact onATM
  10. 10.  45000+ ATM installations in India.  Preferred way of financial transaction to 80% Indians.  More than 50% Indians use ATM service at least once a week.  Experts forecast that the growth rate (CAGR) is expected to grow 18 percentATM: up by 2013.Significant toIndianmarket
  11. 11. Bank of America BBVA Inc. in collaboration with IDEO Inc. ATM innovation: From other demography … and many more Apple Inc. for iPhone digital signature
  12. 12. 1970 2020Evolution of ATM since 1970: Problem statementMan evolved, ATM did not…
  13. 13. Research Methodology Within group design Participants: 20 (11 males and 9 females) Diverse backgrounds Minimum 2 years of experience with ATM Subjective assessment to identify issues and evaluate the proposed solutions
  14. 14. ATM: Issues in India
  15. 15. 1. Hardware Issue: No Privacy
  16. 16. 2. Hardware Issue: Card Slot Trap
  17. 17. 3. Hardware Issue: Card Orientation
  18. 18. 1. Software Issue: No proper feedback
  19. 19. 2. Software Issue:ATM card absorption causes automation surprise
  20. 20. 3. Software Issue:Interaction non-intuitive … and more
  21. 21. Proposed Design Solution Dolphin hardware case  RFID card Interactive software design  Touch-base screen with 30 degree inclination.
  22. 22. Conclusion System Usability Score = 79 for the proposed design Demography drives novelty of an idea and influences user satisfaction Personalization leads to variable process flows Customization favors diversity Trade-off: Localization and Centralization
  23. 23. Logistics The existing ATMs can be upgraded by involving the suggested interactivity in a touch-based screen. Giving control to users for ATM magnetic card, provide a swipe-in slot that can replace the push-in pull-out / absorb-in slot. New ATMs can be built completely as per the proposed design later.
  24. 24. Future workATM for specially-abled peopleExtension to UID compatibility
  25. 25. Thank youQuestions?