Developing and Validating a Set of Usability and Security Metrics for ATM Interfaces

Fiorella Falconi, Arturo Moquillaza, Joel Aguirre, Freddy Paz

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

In previous works, the authors evidenced the lack of specific metrics for UX improvement in the ATM domain, and the importance of the Usability and Security of ATM interfaces, principally because it is a channel where people interact with cash. According to this, covering the lack of specific metrics for the ATM domain is very important. For that, we proposed developing and validating a set of Usability and Security Metrics for the ATM domain. To do this, first, the Security and Usability metrics that were used by other banking domains were taken as input. Second, we reviewed the metrics that the ISO 25000 standard provided. With this input, we adapted the metrics to the specific characteristics of the domain. The result was a proposal of metrics for ATMs; divided metrics focused on quantifying aspects of Usability and metrics focused on measuring aspects of security in the interfaces. It was subjected to expert judgment to establish whether the proposed metrics had what was necessary to be validated later. We consulted experts in ATM interface design and domain experts from various banks in Peru. We adapted the proposed metrics to a survey format and asked each of the experts to place a score on four aspects. Finally, we prepared and conducted User Tests containing tasks related to the withdrawal operation for the validation scenario, and we prototyped the ATM interfaces of the four most iconic banks in Peru. A SUS questionnaire followed the User Tests. The results finally obtained were compared with the results obtained from SUS in order to validate if they both gave the same trend as output. We could conclude that the Metrics proposed were validated by expert judgment and by the validation scenario previously described.

Original languageEnglish
Title of host publicationDesign, User Experience, and Usability
Subtitle of host publicationUX Research and Design - 10th International Conference, DUXU 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditorsMarcelo M. Soares, Elizabeth Rosenzweig, Aaron Marcus
PublisherSpringer Science and Business Media Deutschland GmbH
Pages225-241
Number of pages17
ISBN (Print)9783030782207
DOIs
StatePublished - 2021
Externally publishedYes
Event10th International Conference on Design, User Experience, and Usability, DUXU 2021, held as part of the 23rd International Conference, HCI International 2021 - Virtual, Online
Duration: 24 Jul 202129 Jul 2021

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12779 LNCS

Conference

Conference10th International Conference on Design, User Experience, and Usability, DUXU 2021, held as part of the 23rd International Conference, HCI International 2021
CityVirtual, Online
Period24/07/2129/07/21

Keywords

  • Automated teller machine
  • Human-computer interaction
  • ISO 25000
  • Metrics
  • Security interfaces
  • Software metrics
  • Usability
  • UX metrics

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