Will Felton

(1) What is the problem you are trying to solve?

The problem to solve is the ease of use and available functions. ATMs are certainly
usable but not easy to use and can require a large mental load, be frustrating for the user, slow to
use, and all-around inefficient (especially when considering the current level of technology.)
Problems such as: delay between menus, looking down to enter a pin, menu selection,
theft, the ability to only perform one transaction at a time, currency denomination, losing a card,
etc.,
According to the ATM Industry Association Conference (2015) US users:

Note:

The below are from multiple studies, the 3rd of which participants chose their top 3 responses,
the percentages do not add up.
Think free ATM service is essential (48%)

Would like ATMs with integrated mobile banking (52%)

Bill payment at ATM (61%)

Cash withdrawal in multiple denominations (56%)
Real-time transactions (such as instant credit on deposit) (46%)
Check cashing at ATM (42%)
Personal preference set up (39%)
Card less Cash withdrawal using mobile app (33%)
The above user preferences are a good source of design improvements as well. I would
like to do more research and then implement some aspects of the above survey.
(2) Who are stakeholders in this project / redesign? What is the context of use?
Stakeholders: The major stakeholders in the project/redesign would be the banking
industry worldwide. For the banks as stakeholders cost efficiency is a consideration needing to
be considered, according to the ATM Industry Association in 2014, Cutting operational costs
is by far the most critical change improving functionality for the customer was second.
This goes in direct contradiction with user preference (above) with 48% of users saying free
ATM use is essential. To deal with this I intend to collect data (or use preexisting data) to

Will Felton
attempt to cut costs for the banks and in turn lower fees for the user, such as a sleep mode (like
computer displays) to save electricity costs in non-peak hours and to limit fees to certain
transactions or based on the transaction (fees for only certain transactions, a 2% flat fee on every
dollar withdrawn, etc.,).
Context of use: The context of use is an aspect I will need to to look into. ATMs are in
most banks but also in other environments (gas stations, malls, restaurants, outside environments,
other countries, etc.,) so a redesign would need to consider a very broad scope to accommodate
the general use. ATM users however have a limited range of goals/functions available (cash
withdrawal, cash/check deposit, balance inquiry, etc.,) which may make it easier to match
context and user-goal.
(3) What is your basic project idea? What is your design? What are competing ideas /
designs that try to solve the same problem? How is
your idea superior?
What are competing ideas, why is my idea
superior?:
There is the traditional ATM as I describe it.
< The traditional ATM
Problem: all of the above mentioned, it is slow to
use, limited to one transaction, limited by denomination
available, un-customizable to individual user
There are also competing ideas coming forth:
(1) Wintrust Financial: using an iPhone application to
request a transaction then she scans, this is convenient and
does without a card to be lost/stolen
Problem: phone can be lost then you are without
the card, phone can be stolen, etc.,
< (2) Diebold Financial: touch screen ATM which
allows scanning, card tap, and pressing for a keypad.
Problem: no personal preference set up, need to use
smart phone during transaction (according to video),

Will Felton
relies on the cloud to make transactions (is this safe and secure?), no cash deposit/check
deposit slot
Why my idea is better: The competing ideas are good but incomplete. The ATM
redesign I propose would give an option to use a card scanner, phone scanner, or fingerprint
touch scanner (similar to iPhone) so users can choose their preference and if wanted not rely on a
phone or a card. ATMs should also have an ability to deposit money easily and be customizable
to individual users preference.
I would like to consider the above user data report for redesign and include (from the
forum discussion):
A slanted ATM screen away from the user with a film to block others view
Customizability so users can relocate buttons based on preference
Security enhancements - a panic button of sorts in case of theft/robbery
Multiple transactions in a given session (balance inquiry then withdrawal)
A header so to speak of the important information: available balances
Instant deposit feedback (from user preference data above)
A brightness sensor to change the display based on light (i.e. dim at night)
(4) What process are you going to use in your design process (requirements gathering,
iterative design, evaluation, etc)?
I would like to use data and research already conducted as an initial step, there are some
in-depth user reports available which would be a useful starting point. I would also be relying on
research for requirement gathering or from industry producers if they would be so willing to
communicate (the ATM Industry Association has not responded to my recent email asking for
some specific data).
I would like to do some form of iterative design and testing through crude prototyping (a
2x2 piece of wood with pages that could flip down that users could evaluate).
(5) What do you envision the end product of your design project to be (the actual physical
implementation that others can experience)?
I expect to have a crude prototype, the piece of wood and flip pages may be the only
option given my limited skill-set. However, I used to be reasonably proficient in AutoCAD, if I

Will Felton
could find a means to use that software for free and re-learn the basics that may be an interesting
supplement to show why my ATM design is more efficient and worthwhile for all those involved.
References to some things I mentioned:
(1) http://www.bloomberg.com/bw/articles/2013-06-27/new-atm-designs-imitate-online-andmobile-banking
(2) http://www.americanbanker.com/news/bank-technology/getting-cash-phone-it-in-wintrustembraces-the-cardless-atm-1072135-1.html
(3) ATM Marketplace.com > New Global Report Highlights ATM industry trends
(4) ATM Industry Association > ATM Benchmarking Study 2014 and Industry Report,
February 2014