Developing an ATM Interface Using User-Centered Design Techniques BT - Design, User Experience, and Usability: Understanding Users and Contexts

Abstract

ATM interfaces nowadays present serious issues in usability and accessibility, frustrating users’ interaction and leading them to make operational mistakes. For this reason, we present the development of graphical interfaces for ATMs of BBVA Continental Bank, which follows a process of user-centered design. The priority was to identify the real needs of users based on the context, and to understand how they interact with the interfaces. In order to validate our proposal, we established a model and a functional prototype. Later, we evaluated this new design with a usability test. Based on the defects that were found, we applied changes to improve the interfaces. Finally, after an in-depth analysis, we concluded that the designed interfaces were suitable for implementation in the ATMs of BBVA Continental Bank, due to the process followed and the acceptance by users.