Critique Requested: CooperInteractionDesignerTest

7 Apr 2006 - 1:35pm
10 years ago
3 replies
809 reads
Dan Weese

> This assumes the design is for a large, established bank. What if it's for
> a
> startup that wants to distinguish itself via exceptional ATM usability?

Well, you're assuming the banks make their own ATM's? I would say that's
not the case. A large bank would be the only one with the capital to change
ATM design. A smaller bank would simply pick one of the choices that's
available and buy it. I don't see a small bank paying the ATM manufacturer
to design the perfect ATM. Bank of America does extensive studies on ATM
usage, and is probably already working on more user friendly designs. The
one near me has a large touch screen with no pin pad, so all interaction is
done on the screen. The machine also doesn't suck in your card. It's a
vertical stripe reader, and as long as you have the stripe in the slot, it
will scan either way I'm pretty sure. It's the best design I've seen in an


7 Apr 2006 - 1:58pm
Markus Grupp-TM

>> This assumes the design is for a large, established bank. What if it's for a startup that wants to distinguish itself
>> via exceptional ATM usability?

The issue again is the established network of ATMs. There are a set number of manufacturers (NCR, Siemens Nixdorf, etc) who build and sell ATMs. It is difficult to imagine a start-up bank with enough resources to change the model.

More importantly, given the size of the standardized network of ATMs around the world, a start-up bank that deviates from card and PIN as its ATM customer authentication mechanism would risk limiting customers to using only their own ATMs (or require customers to also have a traditional card and PIN
for when they use other banks' ATMs).

I do agree that an exceptional ATM experience could be a highly visible point of differentiation for a bank. There are a lot of elements in the ATM software and network database that a bank could enhance to greatly improve ATM usability, many of which have already been mentioned in this discussion
thread. Since this discussion began, I can't help don't get frustrated by them:
1. Don't prompt me to select the desired account (Chequing, Savings, Line of Credit, etc.) if I only have one account with your bank.
2. Remember my language preference (very common prompt in Canada)
3. Remember my preferred withdrawal amount: based on the ATM I use; based on the day/time of the week

7 Apr 2006 - 7:16pm
Vijay Venkatraman

Hi everyone,

Thank you for your advice. I agree that the process of learning by
critiquing one's solution (in other words, learning from mistakes) is a very
powerful learning technique. I have experienced just that.

I must say that this has been an absolutely wonderful discussion from my
standpoint. I've taken away a lot from it.

Thanks to all of you for this great discussion,


-----Original Message-----

Responding more generally to the initial poster, my
advice is to read Cooper's books, then critique your
work in terms of the ideas you find there. This type
of principles-based critique can be a powerful
learning technique. I think designers owe it to
themselves to engage in this type of self-critique
from time to time.


8 Apr 2006 - 7:31am
Josh Seiden

"Pretend it's magic" and "Reality bats last" are not about unconstrained
creativity. Neither are they warm up exercises. They are about understanding
the space defined by constraints by testing those constraints.

How do you know what's out of bounds if you do not test your boundaries? How
do you know if a constraint is a real constraint, or just lazy thinking?


-----Original Message-----

But I doubt that in day to day work, this blank slate creative
thinking is valuable beyond stretching and warming up the creative
muscle. The real work and creativity is when you begin to mesh user's
needs, available resources, business drivers, and countless other
potential inputs.

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