Improving the Withdrawal Functionality on ATM Using a UCD Framework. A Case Study

Joel Aguirre, Fiorella Falconi, Rodrigo Serrano, Arturo Moquillaza, Freddy Paz

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

Abstract

Nowadays, the use of electronic payment methods has increased due to the COVID-19 pandemic. The use of cash has been limited to reduce interactions; however, in developing countries, there is still a strong necessity for this type of payment. The ATM is the only channel where people can get cash without interacting with someone else. In order to improve the experience of the clients in the ATM channel we designed a set of interfaces that allow clients to select the denomination of the bills they want to get for the intended withdrawal amount. In this case of study, we followed a design framework for ATM to propose a usable design for this new functionality. The framework allowed the team to execute the phases of a complete design process that is specific to ATM. After two iterations, the interfaces were approved. This solution showed promising results despite the fact of the completely virtual context.

Original languageEnglish
Title of host publicationDesign, User Experience, and Usability
Subtitle of host publicationDesign for Diversity, Well-being, and Social Development - 10th International Conference, DUXU 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditorsMarcelo M. Soares, Marcelo M. Soares, Elizabeth Rosenzweig, Aaron Marcus
PublisherSpringer Science and Business Media Deutschland GmbH
Pages565-580
Number of pages16
ISBN (Print)9783030782238
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)
Volume12780 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

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
  • Banking systems
  • Design framework
  • Heuristic evaluation
  • Human-computer interaction
  • Software design
  • User-centered design

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