Redesigning an ATM kiosk interface — UI/UX Case Study!

Problem Statement

Redesign an ATM KIOSK interface to give the customer a whole new experience in this digital era to satisfy our contemporary needs.

After giving multiple reads on the problem statement, I came to know that this problem statement matches with the existing BANK ATM KIOSK concepts that are in the market such as HDFC Bank, Canara Bank, Indian Overseas Bank, State Bank Of India…etc.

So the main aim to redesign the ATM KIOSK interface is

1) To reduce the time spent in an ATM and

2) To improve the experience of users while interacting with an ATM.

This narrowing down of the problem statement gave enough scope to dive deeper into this space. So, let's get started with the process.

UX process

There are many UX processes available. I have chosen a simple UX process that is suited for this.

I have jumped back and forth in these stages to validate assumptions, correcting the flow, make decisions, etc.

EMPATHISE

To empathize, researches on users have to be done to know their state and behavior. Carrying out quantitative research is tough in this short period of time. So, I did qualitative research to study the existing model and how it can be improved.

Control options for ATM

We have to dive deeper into this field because there are lots of differences between designing an ATM interface and other kinds of screen UI, including both web and mobile. Mainly while redesigning an ATM interface the machine’s position, technical restrictions, and other aspects must be taken into account.

USER GROUPS FOR QUALITATIVE ANALYSIS

1. Students
2. Middle-aged people
3. Aged people

INSIGHTS FROM QUALITATIVE ANALYSIS

Students ( 18 above )

1. In this age category, most people are tech-savvy where they don't use money instead of that they use a digital wallet platform such as google pay, PhonePe, and Paytm…etc for the transaction.
2. Even small shops started using a barcode scanning system where the customers can scan and pay using their digital wallets.

Do you think that they won’t go to an ATM?

They will in the case of

1. Pin generation ( Activating new card )
2. To withdraw bulk cash for personal use

So, when we use the same barcode scanning with the biometric recognition system ( face recognition ) in ATM. It’ll be easy for them to adopt the digital wallet payment method. which gives a whole new experience to the customers in this digital era.

Middle-aged people

1. In this age category, most people need cash often so they always used to go to atm for cash withdraw.
2. and also they transfer funds from one to another account that doesn’t mean they don’t know to use the digital wallet.

Old-aged people

1. In this age group, most people used to withdraw cash for their daily needs, but there is a chance to forget their card, account number, and password.
2. After entering into an ATM there will be lots of steps and options which will be confusing for this age people. So they used to seek help from others which is not safe.

Here they also use a digital wallet platform. So using a biometric recognition system ( face recognition ) in ATMs will help them when they used to forget their account number and password. This gives a whole new experience and easy access to the customers in this digital era.

From the insights of qualitative analysis, we got to know that

1. With the launch of apps such as google pay, phonepe, and Paytm everyone started using the digital wallet platform where we can do the payment online.
2. With the development of mobile payment, the demand for ATMs that require bank card operations is becoming less in the market.
3. People are ready to go through the learning curve if needed. But how we introduce the learning curve matters.
4. The Middle and old aged group says that online transactions may be easy to use but it doesn’t give the feeling of trust while transferring money.

PERSONAS

TARGET AUDIENCES AND PERSONAS

Point of view (POV) of personas

Student

Rajesh Kumar is a youngster and a tech-savvy person who works in an IT firm. He always uses a digital wallet platform such as google pay, PhonePe, and Paytm for his expenses because he often forgets his ATM card and he couldn’t remember his account number to withdraw cash from an ATM becomes difficult for him. So, he needs an option of accessing his account in an ATM without a card and account number.

Middle age person

Ramanathan is a middle-aged family man who works as a government employee. He always uses only cash transactions for his expenses so he often visits ATM to withdraw cash where he always has his ATM card in hand but too many steps confuse him where the trust factor breaks.

Old-aged person

Rajalingam is a retired officer who lives his happy life after retirement with his pension money. Most often he spends his time with his colleagues and grandchildren. So often he needs cash to spend on his daily expenses so he often visits ATMs to withdraw cash but the ATM interfaces are not accessible. So he seeks others to help withdraw money or transfer funds to another account which is not safe. He needs an easily accessible interface in ATM.

Define

STUDENTS — ASSUMPTIONS

1. In this age category, most people use the Digital wallet platform for their transactions or daily expenses. They rarely visit ATMs for activating their new card or sudden emergency of cash or bulk cash withdraw.
2. The digital wallet platform uses a barcode scanning system where we can scan the barcode and pay.
3. Same as we can use barcode scanning via a biometric recognition system (Face Detection ) without a passcode. So that we can withdraw cash easily.

Middle-aged people — ASSUMPTIONS

1. In this age category, always there will be a need for cash so often they used to visit ATMs for cash withdrawals and balance inquiries.
2. Due to lots of options and too many steps they used to spend more time in the ATM.
3. By prioritizing the options according to the purpose of the visit we can reduce the time spending in ATMs.

Old aged people — ASSUMPTIONS

1. There will be a need for cash in this age category so they used to visit ATMs for cash withdraw.
2. And they also used to transfer funds to another account. Due to more options and steps, they used to seek other's help.

IDEATE

Design Strategy

Redesigning an ATM kiosk Interface to give the customer a whole new experience in this digital era to satisfy our contemporary needs.

1. The design will be based on the 3 use cases.
2. For the first use case biometric recognition ( Face Detection ) is implemented. So the app prototype design will be based on the Android platform, as it has the most number of users.
3. Demography: Chennai.

STUDENTS

1. With the development of mobile payment, the demand for ATMs that require bank card operations is becoming less in the market. So, by implementing the biometric recognition ( Face Recognition ) scanning the bar code ( Adapting digital wallet platform )in the ATM home screen there’ll be easy login.

Middle-aged people

1. By redesigning the ATM interface options will be prioritized according to the purpose of the visit. So lots of options and too many steps used while withdrawing cash and balance inquiry will be reduced where the interface will be easily accessible.

Old aged people ( 60 above )

1. By redesigning the ATM interface options will be prioritized according to the purpose of the visit. So lots of options and too many steps used while transferring funds to another account will be reduced where the interface will be easily accessible.

SCENARIOS AND USECASES

Home screen landing menu and Bio-metric recognition

Flow

1. The home screen landing menu consists of

- Insert CARD

- QR CODE

- CARDLESS CASH

2) Bio-metric recognition ( Face Recognition )

- SCAN QR CODE From ( MOBILE APP HOME SCREEN )

- NOW, LOOK AT THE ATM SCREEN FOR Face Recognition

• logged IN

New card activation

Flow

1. LOGIN
2. CLICK “ PIN GENERATION
3. ENTER ACCOUNT NUMBER
4. ENTER MOBILE NUMBER
5. ENTER OTP
6. ENTER NEW PIN
7. RE-ENTER NEW PIN
8. NEW CARD ACTIVATED SUCCESSFULLY

Enable fund transfer to another account

Flow

1. LOGIN
2. CLICK “MORE OPTION”
3. ENTER BENEFICIARY ACCOUNT NUMBER
4. RE-ENTER BENEFICIARY ACCOUNT NUMBER
5. ENTER YOUR 4 DIGIT PASSWORD
6. VIEW CUSTOMER DETAILS
7. ENTER TRANSACTION AMOUNT
8. Your fund transfer transaction has been completed successfulLY
9. COLLECT YOUR RECEIPT.

Money withdrawal flow.

Flow

1. LOGIN
2. CLICK “ PIN GENERATION “
3. CHOOSE YOUR ACCOUNT TYPE
4. ENTER AMOUNT
5. ENTER PASSWORD
6. COLLECT YOUR CASH

Scan QR Code

Money withdrawal flow.

Enable fund transfer to another account

New card activation

Money withdrawal flow.

Enable fund transfer to another account

New card activation

Yes, we are in the conclusion part of this article. As always, this article is an attempt to demonstrate the role of stories and storytelling in design. This article has been written with my knowledge. I hope you got the things that I have tried to say. If you have any suggestions or critiques about my work, please feel free to give them in response.

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