1. User-centered design approach for
interactive kiosks: evaluation and redesign
of an automatic teller machine
Camilli, 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. BACKGROUND: interactive kiosks
Transactional kiosks
pragmatics needs, security and efficiency
Informative kiosks
information needs and engagement
CHItaly2011, 13-16 September 2011,
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Alghero, Italy

3. BACKGROUND: the banks’ challenge
Today banks
large space-branches with clerks
Bank of tomorrow
small service areas with machines
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Alghero, Italy

4. The User-Centered approach
1 Heuristics evaluation 2 Test with users 3 Re-design & Prototype
4 Re-test and comparison
Vs.
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Alghero, Italy

5. Automatic Teller Machine: BANCA CARIGE
The 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,
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Alghero, Italy

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. Main issue: a function-oriented system
Recharge of mobile balance
Not intuitive labeling
Too many steps for a very frequent operation
CHItaly2011, 13-16 September 2011,
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Alghero, Italy

8. Test with users
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9. Test with users
Seventeen participants volunteered
9 females and 8 males; mean age = 25.88 years; SD = 3.04 years
Six 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,
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Alghero, Italy

10. Re-design: ATM personalization
The most frequent services were directly accessible from the
left side of the main menu.
CHItaly2011, 13-16 September 2011,
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Alghero, Italy

11. Prototype: GUI
Main 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,
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Alghero, Italy

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 statements
Usability 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,
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Alghero, Italy

13. Results: users’ preferences
Task Standard service Personal service TOT
Withdrawal 8% 92% 100%
(own frequent
cash balance)
Mobile recharge 38% 62% 100%
(own mobile
phone account)
MEAN 23% 77% 100%
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Alghero, Italy

14. Results: users’ perceptions
Usability Evaluation questionnaire (Us.E. 2.0)
p <.001
F2, 58 = 7.78, p <.01
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15. Results: eye-tracking study
Use of the standard service Use of the personal service
Withdrawal of one hundred euros Withdrawal of the frequent cash balance
Just a “glance” before pressing the button Long time looking at the preferred service
Mean fix duration = 302.42 ms Mean fix duration = 1237.91 ms
CHItaly2011, 13-16 September 2011,
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Alghero, Italy

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.
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Alghero, Italy

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