ATM machines

11 Jan 2008 - 1:22pm
6 years ago
9 replies
715 reads
Shaun Bergmann
2007

I hope I am not alone in finding at least some level of frustration with
just about every iteration of ATM interfaces installed from just about any
financial institution.

What are some of the major changes you'd like to see in them?
I have a few suggestions:

1. If there is going to be some sort of additional surcharge for using the
bank machine, and you need to prompt the user to answer YES or NO to their
submission of $2.00 for the convenience, then do so near the beginning of
the process. Perhaps right after they've entered their PIN and are still
focusing on the screen with their finger hovering over the buttons.
If you can't bring yourself to ask that question near the beginning of the
process, and insist on waiting until they've completed what they assume to
be the last of the button pushes, then at least utter a 'beep', ring a bell,
vibrate or flash strobe lights... *anything *to grab their attention to let
them know that the machine is NOT currently counting bills and has been
silently sitting there with the last question, waiting for an answer.
Perhaps 20 or 30 seconds after you have asked this final silent question and
there is still no button activity in the form of a 'Yes' or 'No' push, you
can spring out one of those cartoon boxing gloves to re-capture the
attention of the user that has been standing there in front of the ATM
lineup, blankly staring out the window watching traffic while they wait for
their cash to be dispersed.

2. Make them take back their card before you issue the money. No
exceptions.

3. This could be asking too much, but perhaps install some sort of motion
sensor and trapdoor. If -- after the transaction has been completed -- the
ATM senses that the user is still standing there, perhaps counting their
money or perusing the receipt or rearranging their grandkids photos in their
wallet or WHATEVER they may be doing: ...

What would be the ideal ATM scenario? Either realistically altering the
current implementation, or no holds barred revolutionary?

Comments

11 Jan 2008 - 2:59pm
Alexander Baxevanis
2007

I recall there was a quite large thread on ATMs a while ago in the
list. Not sure if it's been mentioned there, but I think one major
impeding factor is that cash machines (and basically anything that
handles money) has to go through a lot of certification procedures to
prove that it is secure enough to do so. I don't think it matters if
you need to do just a small change in the UI flow, I guess every
change is treated as "suspicious" and the whole software needs to go
through re-certification, which should incur some non-trivial cost. At
least in the UK, most banks don't charge you if you use their cash
machines to withdraw money from your account in some other bank, so I
guess they aren't making much profit out of them either, and wouldn't
have such a great desire to invest in their improvement.

Maybe somebody with more involvement in the financial industry can
confirm the above, at least that's what I've heard in a discussion
about the usability of the credit card modules in UK train ticket
machines a while ago ...

Cheers,

Alex

On Jan 11, 2008 6:22 PM, Shaun Bergmann <shaunbergmann at gmail.com> wrote:
> I hope I am not alone in finding at least some level of frustration with
> just about every iteration of ATM interfaces installed from just about any
> financial institution.
>
> What are some of the major changes you'd like to see in them?
> I have a few suggestions:
>
> 1. If there is going to be some sort of additional surcharge for using the
> bank machine, and you need to prompt the user to answer YES or NO to their
> submission of $2.00 for the convenience, then do so near the beginning of
> the process. Perhaps right after they've entered their PIN and are still
> focusing on the screen with their finger hovering over the buttons.
> If you can't bring yourself to ask that question near the beginning of the
> process, and insist on waiting until they've completed what they assume to
> be the last of the button pushes, then at least utter a 'beep', ring a bell,
> vibrate or flash strobe lights... *anything *to grab their attention to let
> them know that the machine is NOT currently counting bills and has been
> silently sitting there with the last question, waiting for an answer.
> Perhaps 20 or 30 seconds after you have asked this final silent question and
> there is still no button activity in the form of a 'Yes' or 'No' push, you
> can spring out one of those cartoon boxing gloves to re-capture the
> attention of the user that has been standing there in front of the ATM
> lineup, blankly staring out the window watching traffic while they wait for
> their cash to be dispersed.
>
> 2. Make them take back their card before you issue the money. No
> exceptions.
>
> 3. This could be asking too much, but perhaps install some sort of motion
> sensor and trapdoor. If -- after the transaction has been completed -- the
> ATM senses that the user is still standing there, perhaps counting their
> money or perusing the receipt or rearranging their grandkids photos in their
> wallet or WHATEVER they may be doing: ...
>
> What would be the ideal ATM scenario? Either realistically altering the
> current implementation, or no holds barred revolutionary?
> ________________________________________________________________
> *Come to IxDA Interaction08 | Savannah*
> February 8-10, 2008 in Savannah, GA, USA
> Register today: http://interaction08.ixda.org/
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> ________________________________________________________________
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11 Jan 2008 - 3:13pm
Jeff Howard
2004

Alexander wrote:
> I recall there was a quite large thread on
> ATMs a while ago in the list.

ATM interaction design
http://www.ixda.org/discuss.php?post=15793

// jeff

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Posted from the new ixda.org
http://www.ixda.org/discuss?post=24469

11 Jan 2008 - 1:32pm
James Leslie
2007

>>1. If there is going to be some sort of additional surcharge for using
the bank machine, and you need to prompt the user to answer YES or NO to
their submission of $2.00 for the convenience, then do so near the
beginning of the process.

Isn't half the point that you only get charged for withdrawing money?
You can check your balance for free and maybe perform some other tasks,
it is only at the point that you request to withdraw money that you are
told you will be charged for the privilege. Fortunately the UK market is
so competitive that only a tiny proportion of ATM's charge anyone so I
may be wrong (I have used only one Atm that charged in the last 5 odd
years)

>>2. Make them take back their card before you issue the money. No
exceptions.

I believe that this already happens at all UK atm's.

James

11 Jan 2008 - 3:08pm
Martin Kuplens-Ewart
2007

Shaun Bergmann wrote:
> I hope I am not alone in finding at least some level of frustration with
> just about every iteration of ATM interfaces installed from just about any
> financial institution.
>
The biggest crime is designing screens with lines connecting labels to
buttons as if people looked at the screen head-on. As ATMs in financial
institutions are almost invariably installed at a height suitable to
wheelchair-bound persons the screen is typically about a foot or two
below eye level for an able-bodied customer. Labels and buttons are as a
result typically a good half-inch out of level, making for quite
confusing interactions, especially when buttons are small and tightly
grouped.

Given that most of the buttons on an ATM's screen are usually unused, it
may be worth considering skipping buttons on non-binary-option screens.
This would avoid the worry about whether the button you're about to
press is for English or Cantonese, whether you're about to withdraw $40
or $200, and whether you're about to deposit your paycheque to your
chequing account or your visa card...

-m

11 Jan 2008 - 1:49pm
Scott McDaniel
2007

On 1/11/08, Shaun Bergmann <shaunbergmann at gmail.com> wrote:
> I hope I am not alone in finding at least some level of frustration with
> just about every iteration of ATM interfaces installed from just about any
> financial institution.

Yes, even being somewhat green in some aspects of design, I can tell
something's amiss when I have to push buttons or screen items a couple
feet away from one another, sometimes in the same action. Automatic
Teller Machine Machines drive me nuts.

> What are some of the major changes you'd like to see in them?
> I have a few suggestions:
>
> 1. If there is going to be some sort of additional surcharge for using the
> bank machine, and you need to prompt the user to answer YES or NO to their
> submission of $2.00 for the convenience, then do so near the beginning of
> the process. Perhaps right after they've entered their PIN and are still
> focusing on the screen with their finger hovering over the buttons.
> If you can't bring yourself to ask that question near the beginning of the
> process, and insist on waiting until they've completed what they assume to

I'm thinking that part of the purpose is to make that little extra
scratch for the financial institution, so if they could get away with
an after the fact "Oh, yeah - we charged you for that", some might!

> 2. Make them take back their card before you issue the money. No
> exceptions.

Certainly!

> 3. This could be asking too much, but perhaps install some sort of motion
> sensor and trapdoor. If -- after the transaction has been completed -- the
> ATM senses that the user is still standing there, perhaps counting their
> money or perusing the receipt or rearranging their grandkids photos in their
> wallet or WHATEVER they may be doing: ...

I think trapdoors are highly underutilized in modern design.

> What would be the ideal ATM scenario? Either realistically altering the
> current implementation, or no holds barred revolutionary?

Starting with having the buttons I need to push for a single action be
in the same postal code is a great start. Everything from position of
the ATM face itself (which requires me to get halfway out of my car,
whether I'm in my sedan or my truck), how they handle glare from the
sun and even the step-by-step process all cry out for a Master's
thesis or two.

Scott
--
As free as the wind
And hopefully learning - roxy music

23 Jan 2008 - 6:12am
Lucy Buykx
2007

I was reminded of this thread last night when I took some money out of
a Barclays atm. They have the alignment of buttons and actions sorted.

They put a block arrow to each of the buttons even if there is no
associated action. That means you can be sure what position it is you
want to hit.

With regards the transaction charges raised in the first message. As
James said, here in the UK it is rare for a high street bank to
charge for withdrawals at all. However we do have a growing number of
standalone ATM's that sit in pubs, village stores or even sports
centres. I remember using similar stand alone ATM in 7-11 last year
in Florida.

These standalones are leased to and managed by the venue who then
takes proceeds from the charges for withdrawals. They vary between
£1.50-1.75. Everyone I have encountered displays this information up
front as part of the screen saver so you cannot miss it.

I suspect this solution is more related to financial codes of
practice rather than business being willingly helpful!

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Posted from the new ixda.org
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24 Jan 2008 - 5:27pm
Tony MacDonell
2008

Last time I was in Boston, I couldn't get over the Bank of America
ATMs. As a notification sound for the machine, they for some reason
selected the default Windows error sound!

What dummy would have picked the universal sound for an error, to be
the confirmation click sound for a banking transaction?

That just proves to me that there is a need for lists like this.

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Posted from the new ixda.org
http://www.ixda.org/discuss?post=24469

24 Jan 2008 - 8:04pm
SemanticWill
2007

That is too funny you mention that. Co-workers and I stopped at a BoA ATM
just yesterday and were dumbfounded
"Is that..."
"It can't be..."
"It's the windows error sound..."

And it was really really annoying - because it made that sound after I
confirmed every aspect of the transaction - and just to get me out of the
atm booth as fast as possible - it beeped 6 times to confirm that my
transaction was complete. On top of that - they charged me $2.00 for the
benefit! I will never get money from a BoA atm if I can help it.

On Thu, 24 Jan 2008 14:27:37, Tony MacDonell <tony at teknision.com> wrote:

> Last time I was in Boston, I couldn't get over the Bank of America
> ATMs. As a notification sound for the machine, they for some reason
> selected the default Windows error sound!
>
> What dummy would have picked the universal sound for an error, to be
> the confirmation click sound for a banking transaction?
>
> That just proves to me that there is a need for lists like this.
>
>
> . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
> Posted from the new ixda.org
> http://www.ixda.org/discuss?post=24469
>
>
> ________________________________________________________________
> *Come to IxDA Interaction08 | Savannah*
> February 8-10, 2008 in Savannah, GA, USA
> Register today: http://interaction08.ixda.org/
>
> ________________________________________________________________
> Welcome to the Interaction Design Association (IxDA)!
> To post to this list ....... discuss at ixda.org
> Unsubscribe ................ http://www.ixda.org/unsubscribe
> List Guidelines ............ http://www.ixda.org/guidelines
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>

--
~ will

"Where you innovate, how you innovate,
and what you innovate are design problems"
-------------------------------------------------------
will evans
user experience architect
wkevans4 at gmail.com
-------------------------------------------------------

24 Jan 2008 - 6:38pm
cone johnson
2007

Why can't my bank (ATM) remember that I always want to conduct my
transaction in English? I am prompted every single time - English or
Spanish? Once I've logged in, my creditials could auto-trigger my
personal preferences. (Also, I always want a printed record of my
transaction. Always.)

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Posted from the new ixda.org
http://www.ixda.org/discuss?post=24469

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