Security guidelines for the design of atm interfaces

Fiorella Falconi, Claudia Zapata, Arturo Moquillaza, Freddy Paz

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

2 Scopus citations

Abstract

In Peru, 41% of the population over 18 is banked and 76% of them use an Automatic Teller Machine or ATM. However, in some cases the interaction between the users and the ATM (and the User Experience in general) could be frustrating and presents inconveniences in topics about trust and security, considering that clients are mainly carrying out operations that involve withdrawal and depositing of their own money in cash. In that sense, the influence of security (and the perception of security by the user) in the experience of using ATM, given their nature and form of use, has been evidenced. According to the above, we found in the literature that specific design and heuristic guidelines have been proposed for the usability of ATM interfaces, but no specific guidelines for other relevant aspect such as the security of those interfaces. The main objective of this work is to provide a proposal of security guidelines for the design of ATM interfaces, which complement existing guidelines on other facets of the User Experience, such as, Usability and Accessibility, which seeks to strengthen the User Experience of the product. To obtain the mentioned guidelines, a compilation of good practices, recommendations and guidelines found in Peruvian and international literature and regulations was made. For the validation of this proposal, these guidelines were validated through expert judgment by three ATM interface design experts and four domain experts working in 3 of the most important banks in Peru. As a result, we proposed seven ATM interface security guidelines and their respective definitions. From this work, we can conclude the importance of not just evaluating Usability but also complementing security issues when it comes to a channel as sensitive as ATMs, and in that sense, for this domain, consider security as an important part of the User Experience.

Original languageEnglish
Title of host publicationAdvances in Usability, User Experience, Wearable and Assistive Technology - Proceedings of the AHFE 2020 Virtual Conferences on Usability and User Experience, Human Factors and Assistive Technology, Human Factors and Wearable Technologies, and Virtual Environments and Game Design
EditorsTareq Ahram, Christianne Falcão
PublisherSpringer Verlag
Pages265-271
Number of pages7
ISBN (Print)9783030518271
DOIs
StatePublished - 2020
Externally publishedYes
EventAHFE Virtual Conference on Usability and User Experience, the Virtual Conference on Human Factors and Assistive Technology, the Virtual Conference on Human Factors and Wearable Technologies, and the Virtual Conference on Virtual Environments and Game Design, 2020 - San Diego, United States
Duration: 16 Jul 202020 Jul 2020

Publication series

NameAdvances in Intelligent Systems and Computing
Volume1217 AISC
ISSN (Print)2194-5357
ISSN (Electronic)2194-5365

Conference

ConferenceAHFE Virtual Conference on Usability and User Experience, the Virtual Conference on Human Factors and Assistive Technology, the Virtual Conference on Human Factors and Wearable Technologies, and the Virtual Conference on Virtual Environments and Game Design, 2020
Country/TerritoryUnited States
CitySan Diego
Period16/07/2020/07/20

Keywords

  • ATM interfaces
  • Automated Teller Machine
  • Design interfaces
  • Security guidelines

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