Usability in Automated Teller Machines Interfaces: A Systematic Literature Review

Rosangela Valenzuela, Arturo Moquillaza, Freddy Paz

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

Abstract

Due to technological progress, financial institutions have included ATMs as one of their main channels as a way to decentralize their services. However, there is a gap between user expectations and their perceptions regarding what ATM interfaces offer. As a result, several users feel dissatisfied after using ATMs and many times this dissatisfaction is related to the difficulty of use, design flaws and the fact of committing many errors when interfaces have a low degree of usability. In this sense, in this study we present a Systematic Literature Review (SLR) about usability on ATM interfaces. With this study, we want to understand the current situation of the problems mentioned before, so we seek to know the problems and challenges that have been presented lately for these electronic media, as well as the solutions that have addressed these problems, and the techniques and methods used to carry out these designs or redesigns. For this, the protocol proposed by Kitchenham was followed. Scopus, ACM Digital Library, Alicia and IEEE Digital Library were searched, and finally 51 papers were selected as relevant. With this information it was possible to identify and analyze challenges, usability issues, usability evaluations, and techniques and methods used to carry out designs or redesigns, as well as case studies of designs or redesigns in the ATM domain. We found that this topic is being developed in recent years, that there are common challenges encountered, and that designs, redesigns and usability evaluations have been carried out in this domain under different methods, techniques and frameworks. However, several of these usability issues persist today.

Original languageEnglish
Title of host publicationDesign, User Experience, and Usability
Subtitle of host publicationUX Research, Design, and Assessment - 11th International Conference, DUXU 2022, Held as Part of the 24th HCI International Conference, HCII 2022, Proceedings
EditorsMarcelo M. Soares, Elizabeth Rosenzweig, Aaron Marcus
PublisherSpringer Science and Business Media Deutschland GmbH
Pages275-294
Number of pages20
ISBN (Print)9783031058967
DOIs
StatePublished - 2022
Externally publishedYes
Event11th International Conference on Design, User Experience, and Usability, DUXU 2022 Held as Part of the 24th HCI International Conference, HCII 2022 - Virtual, Online
Duration: 26 Jun 20221 Jul 2022

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume13321 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference11th International Conference on Design, User Experience, and Usability, DUXU 2022 Held as Part of the 24th HCI International Conference, HCII 2022
CityVirtual, Online
Period26/06/221/07/22

Keywords

  • Automatic teller machine
  • Banking system
  • Human-computer interaction
  • Systematic literature review
  • Usability

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