Applying a UCD Framework for ATM Interfaces on the Design of QR Withdrawal: A Case Study

Abstract

The Automated Teller Machines or ATM carry out transactions through the use of physical magnetic smart cards and four-digit PINs. To this is added the fact that physical cards could be easily lost and the combinations for PINs are insufficient. By employing a QR-based withdrawal system in combination with mobile banking, the user is allowed to perform cardless withdrawals and avoid the risk of peeping attacks and save valuable time. The difficulty is that the user should be familiar with mobile phones and QR codes scanning processes. Although there is insufficient knowledge of usability in the ATM field, attempts to the application of a systematic user-centered approach have delivered encouraging results, improving the satisfaction of the users in withdrawal operations. In this study, we apply a user-centered design framework, proposed in previous works by the authors, for the design of the interfaces of the QR-based withdrawal transaction.