atm carige chitaly

Camilli, M.1 2, Dibitonto, M.1, Vona, A.1, Medaglia, C.M.1 & Di Nocera, F.1 2

1 CATTID – Sapienza University of Rome 2 Laboratory of Functional Analysis of Behavior – Dept. of Psychology (Sapienza)

User-centered design approach for

interactive kiosks: evaluation and redesign

of an automatic teller machine

CHItaly2011, 13-16 September 2011, Alghero, Italy

BACKGROUND: interactive kiosks

Informative kiosks

information needs and engagement

Transactional kiosks

pragmatics needs, security and efficiency

2 CHItaly2011, 13-16 September 2011,

Alghero, Italy

BACKGROUND: the banks’ challenge

Today banks

large space-branches with clerks

Bank of tomorrow

small service areas with machines


Alghero, Italy

The User-Centered approach

Vs.

Heuristics evaluation

Re-test and comparison

Test with users

4

1 2 Re-design & Prototype 3

4


Automatic Teller Machine: BANCA CARIGE

5

The kiosk • 15” LCD monitor

• 4 buttons per side

• Numeric keypad

• Card reader

• Small printer

• Cash dispenser

The software • Similar to web-based app

• Navigation of multilevel menus

• Main menu: • Withdrawal

• Balance & statements

• Mobile balance recharge

• Recharge of prepaid credit


UCD: methods from other contexts of use

6

Heuristic Evaluation - A System Checklist

from the web usability

Embrey, D.E. (1986)

Pierotti, D. (1993)

Systematic Human Error Reduction Approach (SHERPA)

from the industrial design


Main issue: a function-oriented system

7

Not intuitive labeling

Too many steps for a very frequent operation CHItaly2011, 13-16 September 2011,

Alghero, Italy

Recharge of mobile balance

Test with users


Alghero, Italy


9

Seventeen participants volunteered 9 females and 8 males; mean age = 25.88 years; SD = 3.04 years

Six tasks: • recharge a prepaid credit card,

• withdraw cash,

• check account balance,

• check the list of exchange rates,

• check the stocks and

• recharge a mobile balance

Usability Evaluation questionnaire (Us.E. 2.0)

Di Nocera et al. (2003; 2009)

Test with users

Re-design: ATM personalization

10

The most frequent services were directly accessible from the

left side of the main menu.


Prototype: GUI

11

Personal service #1

withdrawal of the frequent cash balance

Personal service #2

recharge of the own mobile account

Visual design

all graphical elements of the bank institution

Main menu of the new ATM


Prototype: re-test with users

12

Four tasks: • withdraw one hundred euros

• withdraw the own frequent cash balance

• recharge the own mobile account

• check account balance and statements

Thirteen participants volunteered 3 females and 10 males; mean age = 28.46 years; SD = 4.05 years


Di Nocera et al. (2003; 2009)

Eye-tracking metrics:

assessment of the GUI readability


Results: users’ preferences

Task Standard service Personal service TOT

Withdrawal

(own frequent

cash balance)

8% 92% 100%

Mobile recharge

(own mobile

phone account)

38% 62% 100%

MEAN 23% 77% 100%


Alghero, Italy

Results: users’ perceptions

14

F2, 58 = 7.78, p <.01

p <.001



Results: eye-tracking study

15

Use of the personal service

Withdrawal of the frequent cash balance

Use of the standard service

Withdrawal of one hundred euros

Just a “glance” before pressing the button

Mean fix duration = 302.42 ms

Long time looking at the preferred service

Mean fix duration = 1237.91 ms


Conslusions and dicussion

• The user-centered approach is well suitable for interactive

kiosk (e.g., automatic teller machine).

• The services personalization in interactive kiosks may increase

the system handling.

• In everyday service technologies, design strategies should

help users to integrate new features with the more standard

and well-known functionalities.


Alghero, Italy

User-centered design approach for interactive

kiosks: evaluation and redesign of an

automatic teller machine.

Thanks for your attention!!

[email protected]


atm carige chitaly

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