1. A System Evaluation of Using an Automated
Teller Machine
THE OHIO STATE UNIVERSITY ALLEN J COCHRAN
Integrated Systems Engineering 770 OSU Graduate Student, Design
Professor Phil Smith.131 allenjcochran@gmail.com
Autumn 2010 www.allenjcochran.com

2. A System Evaluation
of Using an Automated
Teller Machine
ALLEN COCHRAN
OVERVIEW chosen because they are easily, and
regularly performed in tandem Similarly,
This system evaluation will address the both tasks are the primary function of
process of performing two very common ATMs. Relatively recently have the other
tasks facilitated by Fifth Third Bank functions been added.
Automated Teller Machines, or ATMs.
Every ATM performers identical tasks but USER GROUP
utilizing drive up or walk up machines with
several keypads of buttons, a screen, a These particular processes were chosen
cash delivery slot, deposit envelope slot, because of their non-specific user group
and ATM card slot. Nowadays they often and the wide range of potential users.
include a small plastic bubble containing a Anyone who has a checking or savings
video camera. Located in a large number account, or the need to check their
of locations, Fifth Third Bank is the chosen account balance on the go is a potential
bank ATM for this task because of the user for this system. Additionally, with the
large mid to southern ohio presence they interconnectivity of banks, users need
maintain and simply because the issues not hold accounts with Fifth Third to be
ATMs present could be addressed easily. considered in this user group. Besides
children under the, estimated age of
Specifically, the system tasks are 1) 13, anyone 14 and older may hold a
checking an account balance, and bank account and thus be a potential
2) withdrawing cash. The tasks were user. This system is then open to use by
System Evaluation of Using An Automated Teller Machine
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3. users with a considerably wide range of curve the first several times its used,
technological affluence. the system is so frequented that people
manage to adapt. Regardless, on the
METHOD & opposite end of the spectrum, the issues
TASKS ANALYZED with the system are disappointing and
while the tasks may end up successful,
An expert review of this system was
users seem to be blind to the fact that at
done. As a main reference point, the ten
their roots, ATMs don’t follow conventions
heuristics of Jakob Nielsen were used
of most modern systems.
to identify issues with the ATM system.
The chose this system because of how
FUNCTIONAL NEGATIVES
specifically task oriented it is. There is
a clearly defined start and end to each In this section, Jakob Neilsen’s ten
encounter with the system and, more heuristics are addressed specifically to the
specifically, the encounters always have Automated Teller Machine system.
a goal to accomplish. The system is
only ever used on-the-go, and by users Visibility of System Status
who are generally under the pressure The system does not explain how far users
of time. Because of this, ATMs present are into the overall task. At no point during
an interesting opportunity to critique a either task are users told how much longer
system that users have become relatively it will be. Even when moving from checking
complacent with. an account balance into withdrawing
cash, the system simply starts over with
CRITICAL DEFECTS only a screen asking if users would like
Explicitly, there is no critical defect that another transaction.
keeps users from completing either of
the two tasks. However, users place Match Between System &
a tremendous amount of trust in their the Real World:
banks and so trust in the technology As mentioned, transaction is a word that
banks provide. ATMs are common place prompts users to begin the second part
in today’s western society. Despite the of this evaluation, withdrawing cash.
number of minor defects, users would Transaction, though, is used throughout
continue to press buttons until the desired the system to mean several things from
outcome is reached. “monetary transaction”, to simply “an
action.”
FUNCTIONAL POSITIVES User Control & Freedom: Because the
system controls range over three keypads
Along with the above critical defect
of buttons, and between buttons and
considerations and despite the challenges,
screen, it is not always understood which
this system works. It is used regularly and
is the correct button to push. When
while there may be a annoying learning
System Evaluation of Using An Automated Teller Machine
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4. buttons are incorrectly triggered, the all together. Not only does is the exterior
user has little or no control over exiting too busy, the various slots, buttons, and
or going backwards. panels that make up the ATM face form
a patchwork of pieces that are unrelated
Consistency & Standards to any use of the machine or design
The system graphics are a far-cry from aesthetic. The screen interface is dated
current standards. The ATMs’ screen and lower resolution than any other
resolution is not only poor but so small that similar machine.
graphics and text are often mis-aligned,
inconsistent throughout and not always Help Users Recognize, Diagnose, &
present when they should be. Addressed Recover From Errors
below, instructions were not consistent The system had no error screens. Similarly
or meaningful. there was no choice but to start over when
errors were encountered.
Error Prevention
In reality, errors did not come up during Help & Documentation
this process. This may be a result that None present. The system could be used
when incorrect buttons are pushed, the without documentation.
system and task have to be restarted.
Summary of Funtional
Recognition Rather than Recall Negatives
Neither forward nor backward locations 1. Page titles are misleading
are clear to users. That being said, the 2. Graphics are dated and deceiving and
system does a semi-decent job of keeping often placed in confusing places not
each screen to minimal choices, but quite related to the text they should
this could be directly related to the low be.
resolution screen. Similarly, there is no real 3. Haptic choices go back and forth from
contrast between unrelated which could the screen buttons to the numerical
cause regular recognition concerns. pad. Only two of the three keypads are
used and of those two, one keypad is
Flexibility & Efficiency of Use used 95% of the time.
Only one accelerate was present in the 4. The directions don’t afford the easiest
system that was also noticeable. In effect solutions. Sometimes users are
there were no ways to become more directed to press a screen button
proficient in performing each task by when hitting enter will do the same
utilizing shortcuts. thing.
5. Pages lack any locational devices and
Aesthetic & Minimalist Design there is no way to find yourself within
The design of the system is disappointing the system.
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5. 6. Confusing taxonomy, i.e. “transaction”. function and the single additional slot
A users mental model of Transaction could be used to both dispense cash and
only pertains to monetary transactions deposit checks.
when working with banks. Thus in any
other use this is an improper use of With the introduction of a touch screen
the term. to the ATM machine, the system could
be tested more regularly and upgraded
DESIGN via those test. Similarly, forcing users to
RECOMMENDATIONS & interact with the screen would allow the
GENERAL CONCLUSIONS conventions of the web to play key roles in
the composition of screens, locate-ability
In essence, adding in all those things, as
within the system, and consistency we
aforementioned, that the system lacks
expect between pages and tasks.
would be a good place to begin any
design recommendations. The major
While this system may ultimately be
recommendations for the system are to
useable, it is has significant room for
drastically alter the exterior so that only
improvement. The instructions are unclear.
a touchscreen, card slot, and one action
The graphics relate poorly. There are too
slot are present. Secondary to that, they
many button choices for the common
system screen could stand for a significant
system uses and users are faced with lots
upgrade, resolution increase, and full color.
of reading when they are almost always
pressed for time. Much could be done to
Cleaning up the exterior, reducing visual
reduce the costs of the systems by way
clutter, and physical choices would
of a touch screen interface that could be
help concentrate users attention. The
regularly updated after routine user testing.
screen would provide an obvious point of
interaction as we have been conditioned
to use touch screens broadly by this point
in time. The card slot has a similar obvious
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6. OUTLINE OF TASKS For this evalauation, note that the user must have a prior
need to withdraw money. Otherwise, the first step would be
to have a need to withdrawal money.
1. Drive up to ATM.
2. Insert ATM Card.
3. Using the numerical keypad below the screen,
enter 4 digit personal identifcation number.
4. Using the button at the top of the button
column on the left hand side of the screen,
press associated button to indicate enter.
DEFECT: Note that, it is not specified but users may
also press Enter on the numerical keypad rathan
than to push the button indicated on screen.
DEFECT: The instructions beneath the page title are
not only inaccurate, they are ignored by the user.
DEFECT: The yellow graphic of the hand is
confusing. It appears to be pushing buttons on the
right hand of the screen.
5. Once screen has changed, choose 1 of 4
transactions: 1) $60 Fast Cash From Checking,
2) Withdraw Cash, 3) Purchase Stamps, or 4)
Next Selection.
6. To acheive the first objective, users must
choose 4) Next Selection by pushing the
associated screen button to the left of the
screen.
DEFECT: there is no indication what choosing Next
Selection will take users to or if their need at this
point can even be met. Users must have had prior
knowledge of the system in order to know that
retrieving your Account Balance is even possible.
7. Choose 4) Next Selection by pushing the
associated screen button to the left of the screen.
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7. 8. Once screen has changed, choose 1 of 4
transactions: 1) Set Preferences, 2) Account
Balance, 3) Deposit, or 4) Next Selection.
DEFECT: again there is no indication where choosing
4) Next Selection will lead you but as our objective is
met on this screen, it is unessessary to continue on.
DEFECT: There are three graphics on screen shown
in approximation to the choices. However, there are
only three close to the choice options and they are
poorly aligned so not only do users tend to neglect
them, they can also confuse the process.
9. Choose 2) Account Balance by pushing the
associated screen button to the left of the
screen.
10. Choose an account to retreive its balance by
pushing the associated screen button to the
left of the screen.
DEFECT: there is no idication of what will happen
once you choose an account.
11. Advancing to the next screen, choose either
1) Yes or 2) No to receive a receipt by pushing
the associated screen button to the left of the
screen.
DEFECT: If users should choose 2) No in this
instance, it appears as though the task will fail and
be unsuccessful when, in actuality, a screen will pop
up with the Account Balance. This too is an issue,
because there is nothing on this screen indicating
that this will happen.
12. Choose 1) Yes to accomplish objective.
13. Advancing to the next screen, choose either 1)
Yes or 2) No to indicate if another transaction
is desired.
DEFECT: Two actions are combined on one screen.
This is confusing to users.
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8. 14. Choose 1) Yes to accomplish objective, by
pressing the associated screen button to the
left of the screen.
15. The process repeats itself. It is repeated below,
but note that it is nearly identical to starting
back at step 5.
16. Once screen has changed, choose 1 of 4
transactions: 1) $60 Fast Cash From Checking,
2) Withdraw Cash, 3) Purchase Stamps, or 4)
Next Selection.
17. Advancing to the next screen, choose 2)
Withdraw Cash by pressing the associated
screen button to the left of the screen.
18. Advancing to the next screen, choose 1 of 2
Accounts: 1) Checking, 2) Savings.
19. Choose 1) Checking by pressing the associated
screen button to the left of the screen.
20. Advancing to the next screen, enter the
amount to withdraw in multiples of $20.
DEFECT: For the first time since the beginning of
the task, users are asked to switch back to the
numerical key pad but this is not indicated on
screen. Instead, on screen it is indicated how users
should complete the task using the same buttons
that they have been using for the entire task, the left
hand screen buttons.
21. Enter the amount for withdraw.
22. Press Ok using the associated screen button
to the left of the screen to indicate that the
ammount for withdraw has been entered
correctly.
DEFECT: the command correction is on the same
hierarchial level as OK. Ok completed this portion
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9. of the task, while Correction alters the amount for
withdraw. Being on two different levels of activity,
Correction should be indicated differently so as not
to confuse the user.
23. At this point the ATM dispenses cash.
24. User retreives cash.
25. ATM ejects card.
26. User retreives ATM card.
27. ATM returns to Welcome Screen.
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