OVERVIEW

PROBLEM
ATMs are considered high touchpoints used by numerous people throughout the day, which could potentially increase the risk of transmitting virus-related illnesses such as Flu and COVID-19.

PROPOSAL
Provide a convenient and safer way to get cash using mobile phones. An app extension that allows any users to withdraw and deposit money without needing to touch the ATM.

PROJECT SCOPE
A mobile app extension that provides users the ability to deposit or withdraw cash without needing to touch the ATMs

MY ROLE
UX Designer

RESPONSIBILITIES
Initial concept, user research, wireframe, prototype, and final design

TOOLS
Figma

DURATION
Feb - May 2021

View FULL Prototype

RESEARCH

COMPETITIVE ANALYSIS

Currently, there are few ways to get cash without your debit card. However, they require you to touch the ATM for your pin code. It is quicker and more convenient than a traditional ATM but not safe and entirely touchless.

CHASE BANK

Chase ATMs use NFC which is more secure and convenient compared to QR codes. However, you are still required to enter your pin as usual which creates anxiety and fear amongst many users. It is also more expensive to install chip reader on all machines.

MASTER CARD

Mastercard ATMs use QR codes which are cheaper to build but less convenient than NFC connection. Just like Chase you are still required to touch the machine to activate the QR features.

Research Goals

Identify the target audience
Understand the impacts of the pandemic on ATM users
Gain a better understanding of the user behaviors

Market & product research

Initial research showed that the demand for ATMs and automated kiosks rose during the pandemic.
An average ATM in America is used over 300 times a month
Average US consumers use ATMs 3.8 times per month to get cash,
Young consumers ages 18-34 use ATMs to get cash the most (5.8 times per month)
The majority of ATM users are millennials and Gen-X
Consumers are increasingly seeking cash during the pandemic

Surveys & interviews

For this part of the research, twenty-nine people were surveyed to gain a deeper understanding of the user and to learn the critical pain points currently faced while using the ATMs.

KEY HIGHLIGHTS

17 out of the 29 who surveyed were millennials, followed by ten gen-Zs
Almost all of the surveyed used a mobile banking app
21 used cash often
About 50% of the user felt unsafe using ATM during the pandemic
All agreed that they felt unsafe touching the ATMs
The most common withdrawals values were $60 and $100.

USER PERSONA

Using insights from the data gathered through the survey and market research, I created a persona that reflected my target user base.

JOURNEY MAP

WIREFRAME & user flow

Usability Testing

USABILITY TESTING

Participants: 6
Age range: 2 Millennials, 2 Gen Z and 2 Boomers
Average test time: 10 minutes

Due to Covid, I conducted most of my usability testing remotely. I moderated think-aloud testing over Zoom and in person. Users were instructed to share their thoughts and feelings aloud while performing the given task. Tasked were to finalize withdraw and deposit transactions from start to end.

FINDINGS & solutions

1. Animation Confusion

PROBLEM
The majority of the user got confused when they saw the check and money animation. They repeatedly clicked on the animation, thinking it was a button.

SOLUTION
Minimized the animation on screen and added clear language so that users can better understand the instructions. Ok button was added to give users more time to follow the instructions.