ATMs

Don Rickert was engaged at the NCR Human Interface Technology Center (HITC) as a consultant in the User-Centered Design Group from 1995-1998. One of the most interesting of the many projects Don worked on for NCR involved a new ATM design.

NCR is, of course, known for its Automated Teller Machines. NCR needed a "portable" (a relative  term!) unit to compete with a new product from another company. The new machine had to be usable by very small people as well as very large people, driving up in a wide variety of vehicles. Of course, the goodness of the design needed to be established before going to production!

Don Rickert designed the consumer research methodology, which involved approximately 100 participants in a comparative experiment. A competing unit was purchased on the "gray market" and weighed something like five (5) tons, as the machine still had part of the parking lot where it had been installed attached to it...our supplier swore that the branch had closed BEFORE the ATM had been removed.

To make the NCR prototype appear to function in a realistic manner, NCR staff members took turns sitting inside of the prototype, receiving and dispensing cash, typing messages to appear on the screen, and so forth. This is called the "Wizard of Oz" technique for obvious reasons.

The ATM unit that evolved from the research is shown above. Click on the image for a larger view.

Comments

[Sheetal]

Hi Ed,I was involved in the pcroejt, so I can give some short background information:_ the new ATM is designed for indoor use only._ the actual machine (that holds the money, the printer, scanner, etc.) is behind the wall, easily accessible for maintenance._ The machine/software is capable of doing many more things than just withdrawing money. That's one of the reasons for using the large screen also for ads they can inform the customer of the new functions and benefits._ The machine is designed in a way that you can access it in a wheelchair._ The ATM is functional for visual impaired people (VIP) even people that are completely blind. You plug in the headphone and the ATM switches to the VIP mode which is an audio guided interface that uses three soft buttons on the bottom of the screen indicated by small bumps in the surface under the screen. We did a lot of user testing with blind people and they were very satisfied. The current five prototypes that are installed don't have that software implemented yet but the next release will bring that functionality._ Actually the physical buttons on current ATM create more trouble than you might think as today these are all soft buttons meaning there functions is a different one in different stages of a transaction and that confuses people a lot and is of no help for VIP._ So this is not the future or a vision you can fly to Madrid and try out the machine today. I recommend it ;-)Best,/philipp

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