User-centered design approach for interactive kiosks: evaluation and redesign of an automatic teller machine (original) (raw)
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A User-Centered Framework for the Design of Usable ATM Interfaces
Nowadays, the design of usable interfaces is a challenge for every software developer. Little or no consideration of the user-centered design guidelines make systems difficult to use, and the embedded systems in the Automated Teller Machines (ATM) are not an exception to this problem. In order to improve and ensure the usability of the user interfaces of software in this domain, several user-centered design methods and techniques were analyzed and applied to formulate a framework for guiding a design process. The paper provides an analysis of a variety of methods used in the self-service technologies domain and by formal design methodologies; for instance, the standard ISO 13047. In addition, the article describes the process followed to select the most appropriate user-centered design methods that fit the specific ATM domain. This analysis includes surveys and expert judgment, conducted with ATM and usability experts, which show a correct selection of the methods.
Developing an ATM Interface Using User-Centered Design Techniques
Lecture Notes in Computer Science
ATM interfaces nowadays present serious issues in usability and accessibility, frustrating users' interaction and leading them to make operational mistakes. For this reason, we present the development of graphical interfaces for ATMs of BBVA Continental Bank, which follows a process of user-centered design. The priority was to identify the real needs of users based on the context, and to understand how they interact with the interfaces. In order to validate our proposal, we established a model and a functional prototype. Later, we evaluated this new design with a usability test. Based on the defects that were found, we applied changes to improve the interfaces. Finally, after an in-depth analysis, we concluded that the designed interfaces were suitable for implementation in the ATMs of BBVA Continental Bank, due to the process followed and the acceptance by users.
2011
The purpose of this research was create an electronic form and send it by mail to people. Therefore, the target is characterized by randomly chosen people who have a bank account and access it by Internet. People responded on usability at ATMs (Auto Teller Machines). Thus, it was possible to have a vision of usability in different banking environments in Brazil.
2020
Banking operations are transforming from the traditional brick and mortar to more personalized kiosk experiences. Lebanese banks find significant advantages in the rollout of kiosk banking, form cost reduction to market penetration and image creation. On the other hand, consumerbanking behavior across different market profiles is shifting as people seek different means to interact with their bank, for faster processing and secure financial operations, away from the traditional branch setting. This paper looks into the consumer view of this new form of technology and identifies a few factors of interactive kiosk adoption. Findings contribute to our understanding of user perceptions and attitudes, as factors that influence self-service interactive kiosk banking in Lebanon.
User-Centered Design: A Strategy to Create Easy-to- use Banking ATM System Interfaces in Nigeria
International Journal of Innovative Science and Research Technology , 2018
The use of banking automated teller machine (ATM) technological innovations have significant importance and benefits in Nigeria, but illiterate and semiliterate Nigerians, representing about 40.33%, do not perceive them as useful or easy-to-use. The purpose of this case study was to identify strategies used by software developers of banking ATM systems in Nigeria to create easy-to-use banking ATM system interfaces in Nigeria. The technology acceptance model was adopted as the conceptual framework. One organization in Enugu, Nigeria was used for this study's population. Data were collected through semi-structured, in-depth face-to-face interviews with nine banking ATM system interface developers and the analysis of 11 documents. Findings from the participants were validated through member checking and organizational documents. Through methodological triangulation one major theme emerged: importance of user-centered design strategies, that encompass five important components: (a) user-centered design processes, (b) importance and understanding of the cultural backgrounds and literacy levels of users, (c) design based on knowledge and understanding of users' needs, (d) importance of understanding the target users, and (f) simple, user friendly, and easy to use design. The findings in this study provide direction for the future development of strategies to create easy-to-use ATM system interfaces for people with varying abilities and literacy levels and other information technology systems that are user interface technology dependent.
International Journal of Scientific & Engineering Research, 2018
Banking automated teller machine (ATM) technological innovations in Nigeria have significant importance and benefits. However, illiterate and semiliterate Nigerians, representing about 40.33%, do not perceive them as useful or easy-to-use. ATM user interface systems design processes failed to center on knowledge and understanding of user-feedback or around the users' cultural backgrounds and literacy levels. The purpose of this case study was to identify the role user feedback plays in the development process of creating easy-to-use banking ATM system interfaces in Nigeria. The technology acceptance model was adopted as the conceptual framework. One organization in Enugu, Nigeria was used for this study's population. Data were collected through semi-structured, in-depth face-to-face interviews with nine banking ATM system interface developers and the analysis of 11 documents. Findings from the participants were validated through member checking. One major theme that emerged through methodological triangulation was: importance of user feedback as essential interface design, that encompass four important components: (a) user feedback through audio and video records at ATM service point, (b) user feedback through help desk services, emails and phone call, (c) user feedback through administration of questionnaires, and (d) through evaluation of system traffic. The findings in this study provide direction for the future development of strategies to create easy-to-use ATM system interfaces for people with varying abilities and literacy levels and for other information technology systems that are user interface technology dependent.
User Interface Challenges of Banking ATM Systems in Nigeria
Academic Journal of Current Research (CIRD-AJCR), 2019
The use of banking automated teller machine (ATM) technological innovations have significant importance and benefits in Nigeria, but numerous investigations have shown that illiterate and semiliterate Nigerians do not perceive them as useful or easy-to-use. Developing easy-to-use banking ATM system interfaces is essential to accommodate over 40% illiterate and semiliterate Nigerians, who are potential users of banking ATM systems. The purpose of this study was to identify strategies software developers of banking ATM systems in Nigeria use to create easy-to-use banking ATM system interfaces for a variety of people with varying abilities and literacy levels. The technology acceptance model was adopted as the conceptual framework. The study's population consisted of qualified and experienced developers of banking ATM system interfaces chosen from 1 organization in Enugu, Nigeria. The data collection process included semistructured, in-depth face-to-face interviews with 9 banking ATM system interface developers and the analysis of 11 documents: 5 from participant case organizations and 6 from nonparticipant case organizations. Member checking was used to increase the validity of the findings from the participants. Through methodological triangulation, 4 major themes emerged from the study: importance of user-centered design strategies, importance of user feedback as essential interface design, value of pictorial images and voice prompts, and importance of well-defined interface development process. The findings in this study may be beneficial for the future development of strategies to create easy-to-use ATM system interfaces for a variety of people with varying abilities and literacy levels and for other information technology systems that are user interface technology dependent.
2010
Low hardware costs and high staffing costs have resulted in an increase in public information and transaction kiosks. Ticket vending machines are one important subset of such kiosks. These machines must offer efficient service with zero tolerance for human error, require no user training and be accessible to a wide range of users. This study evaluates the user experience of the Taiwan high speed rail ticket vending machine in light of recent research results in human computer interaction. Several design problems are identified and improvements are suggested. A set of user interface design heuristics are suggested that can help kiosk designers avoid the most common design mistakes.
User Interface Challenges of Banking ATM system Interfaces in Nigeria
Academic Journal of Current Research An official Publication of Center for International Research Development Double Blind Peer and Editorial, 2019
The use of banking automated teller machine (ATM) technological innovations have significant importance and benefits in Nigeria, but numerous investigations have shown that illiterate and semiliterate Nigerians do not perceive them as useful or easy-to-use. Developing easy-to-use banking ATM system interfaces is essential to accommodate over 40% illiterate and semiliterate Nigerians, who are potential users of banking ATM systems. The purpose of this study was to identify strategies software developers of banking ATM systems in Nigeria use to create easy-to-use banking ATM system interfaces for a variety of people with varying abilities and literacy levels. The technology acceptance model was adopted as the conceptual framework. The study's population consisted of qualified and experienced developers of banking ATM system interfaces chosen from 1 organization in Enugu, Nigeria. The data collection process included semistructured, in-depth face-to-face interviews with 9 banking ATM system interface developers and the analysis of 11 documents: 5 from participant case organizations and 6 from nonparticipant case organizations. Member checking was used to increase the validity of the findings from the participants. Through methodological triangulation, 4 major themes emerged from the study: importance of user-centered design strategies, importance of user feedback as essential interface design, value of pictorial images and voice prompts, and importance of well-defined interface development process. The findings in this study may be beneficial for the future development of strategies to create easy-to-use ATM system interfaces for a variety of people with varying abilities and literacy levels and for other information technology systems that are user interface technology dependent.
Revista Colombiana de Computación, 2018
The Communicability Evaluation Method (CEM) is a technique proposed by Semiotic Engineering that measures the degree to which adequate communication is achieved between designers and users is achieved through the user interface. The case studies found in the literature focus on desktop applications or web applications. In this study, we present the results of a Communicability Evaluation on an ATM System in the Self-Service domain. The experimental case was executed by specialists in Human-Computer Interaction (HCI) at the request from BBVA Continental to define which of two user interface proposals would be better received by its customers, as well as being less intrusive to the current retirement experience. The operation was called "Retiro Seguro" and consisted in offering a micro-insurance during the navigation of a withdrawal. Current customers were asked to perform some tasks on both proposed interfaces in a realistic environment. We concluded that the second propose...