Redesigning an ATM Interface

Introduction
In order to evaluate the usability of a system always judge how it performs for a typical usage. A few months back I presented in an HCI workshop for the benefit of engineering college faculties of Hyderabad. Usability is now being introduced at the graduation level and this presentation was an introduction to usability for these teachers. In the presentation I evaluated many systems for them, including an ATM Machine.

The pattern of evaluation was like this-
1. Identify the Usage Pattern of the Device or System
2. Evaluate whether the system facilitates the Usage Pattern
3. If not, then suggest improvements in design


Applying this to the ATM Interface

1. Identify the Usage Pattern of the Device or System

• Instant Cash Anywhere Anytime
• Quick and Easy cash
• For anyone literate or illiterate
• Most of the time amount withdrawn is the same
• Language chosen is same everytime
• Account time for a card is the same.

2. Evaluate whether the system facilitates the Usage Pattern

• ATM does not identify the account - Once the user enters the pass-code the system asks the user to select an account. But to my knowledge a card can be linked to only one account.
• It does not remember things - The user specifies the same language everytime. Why does not the ATM get it once and for all.
• Does not consider the typical usage - The user is got the habit of withdrawing the same amount over 90% of the time, so it should allow for dispensing that amount(checking from transaction history) at the click of a single button rather than having the user to enter the amount again (3 or more keystrokes).
• No prior notice of money finishing - There is always a queue that shifts from one ATM to another when the money gets over. Instead if a prior warning is given then users can find alternate means to take out money instead of wasting time in the queue.
• Does not simplify things - I have seen in many ATMs that in order to withdraw money, the ATM asks you to enter the amount to 2 decimal points, like 500.00. Will the ATM take out 50 paise if I do fill it?

3. Improvements in Design

• Adapt to the common scenario - The longer the process the harder it is for the user. So ask only what you wouldn't know at that point.
• Ask one time preferences only once -Language is one such thing.
• Simplify the Process - Identify the usage pattern and keep it as the default settings

So here it is. There are many more things you can do once you sit and start thinking. These are only a few of them.

Actual Implementation
Wells Fargo has recently changed the design of their 7000 or so ATMs to make it more user friendly.

Read Wells Fargo ATM Redesign