MC CAPITAL: VOICE ATM FEATURE

Voice Recognition ATM Security Feature

Problem:
 
67% of ATM users have had card replacements in the past 4 years. We wanted to create a way for users to be able to access their accounts at the ATM without needing a card.

How might we create a cardless ATM experience that is fun, secure, and unique?

Audience
 
My audience would be ATM users between 18–70. We created 4 personas, Wendy, Ronny, Abby, and Berry.

We had a wide-ranging group of personas.

Constraints:

Scope: We had to design within the framework of a new bank named Capital Two. We wanted to focus on the experience being fun, but did not want to deviate too far off the traditional track.

Process:

We began by brainstorming ideas. We focused on topics and questions that we could ask about the ATM experience. From our questions, we began to develop a user flow.

Tiffany explained what she thought our voice recording screen should look like.

From our user flow, we began to hone in on our problem. We wanted to create an experience that was fun, secure, and unique for our users. During our brainstorm, one of my teammates mentioned that going into an ATM was like walking into a shower and he felt comfortable singing in the shower. We decided to translate that to our experience –voice recognition by singing in the ATM.

We fleshed out further issues while going through our flow because we were worried about user error. As back-up security, we included a thumb print and facial recognition service to ensure that the user was the correct user. This was also functional if the user was under a stress scenario or was unable to sing/speak.

Our final user flow included all potential user error handling of which we focused.
Our high-fidelity screens included a voice recording login screen as well as a thumbprint login.

As an added bonus, we wanted to include a video feature, where users could record themselves singing their favorite songs at an ATM as a promotional video.

Results: The judges at our event thought it was really unique and niche. One of our judges mentioned that it was a really creative idea that agencies would jump on. Another judge also acknowledged our creativity and said it was a niche idea he could see investors being interested in. The host mentioned karaoke bars and general nightlife spaces as potential customers of MC Capital.

Process: Personas, flows, content analysis, prototyping, scenarios.

Takeaways:
 
User error is important. We designed the back-up plan after concern over whether the user could access another user’s account because of environment or similarity in voices. Although we did research and discovered that each voice is unique, we accounted for users who were in a rush, didn’t want to sing, or were sick and could not sing –and incorporated in user access through a thumbprint or facial recognition security.