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ATM Design Challenge

Manish Vashist (12 August, 2011)

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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

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CHALLENGING PERSONASATM 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.

Literate & Tech Savvy users *

Semi Literate & Illiterate users

Physically Challenged users

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• Name: Ram Babu• Age: 25• Education: college drop out• Occupation: Run a phone booth • Location: Noida, UP• Motivation: Independence, accessibility

“I’d like to do my own stuff”

• 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.

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• Name: Kamla Rani• Age: 34• Education: 10th Class• Occupation: Run a small shop • Location: Hyderabad• Motivation: Financial Security

“I want to save money for my daughter”

• Kamla Rani is married with one daughter who is 6 years old• She is saving money for her daughter’s future including studies and marriage • She visits bank every week to deposit her savings • She can speak Tamil language and understand Hindi•She doesn’t have access to computer but would like her daughter to learn it

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• Name: Javan Sahib Singh • Age: 61• Education: 12th Class• Occupation: Retired • Location: Jaipur, Rajasthan • Motivation: Family, Grand Children

“I like to spend time with my grand sons“

• 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• He visits bank every month to collect his pension • He speaks Hindi and Rajasthani (local language) • He doesn’t understand Internet even though he has seen computers in his office

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GRADUAL IMPROVEMENT ATM Interface

Touch screenTactile feedback

Display Important Info.

Recognition Secured Clear exit

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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)

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Gradual improvement - ATM Interface

• Touch screen interface • Tactile feedback • Remember user choices• Important information

displayed all the time• Secured – If not touched for “x”

seconds – Facial recognition

• Clear exit

Touch screen

interface

Clear exit available to

userUser preference

Remember user

choice

Critical info is displayed

Easy Navigation

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APPROACH 2:RADICAL IMPROVEMENT

ATM Interface

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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

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USER EXPERIENCE FLOW

Approach 2

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User needs ATM services

ATM search experience should be easy

User find ATM - walk pattern detection security

User is allowed – Biometric Security

Primary interaction paradigm - voice & gesture. User can also use touch

•User should not be required to visit ATM for most of the services

•Location based search using mobile phone•Standard ATM sign

•Do I have association with any bank?•Is this person have a criminal background and not allowed in ATM?

•No Plastic Card. •ATM authenticate user using facial recognition or thumb impression

•Experience would be closer to the bank•Advanced voice recognition e.g. Yes, OK, Haan(OK in Hindi), Oki Doki, go ahead & humming (head nodding) would be Yes •Local voice recognition support •Gesture recognition support•ATM augments interaction based on the voice, gestures as well as facial recognition

Process Paradigm Shift

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SCENARIOS Approach 2

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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”– <Processing>– 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

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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)• <processing>• 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– <Processing>– 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

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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

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THANKS!ATM Design Challenge

Referenceshttp://www.face-rec.org/interesting-papers/http://www.datehookup.com/content-analyzing-body-language-gesture-recognition.htmhttp://mambo.ucsc.edu/psl/fanl.htmlhttp://ieeexplore.ieee.org/xpl/freeabs_all.jsp?arnumber=4272626http://www.homelandsecuritynewswire.com/biometrics-tunnel-helps-identify-individuals-unique-walking-patterns