Improving the Withdrawal Functionality on ATM Using a UCD Framework. A Case Study

Aguirre J.; Falconi F.; Serrano R.; Moquillaza A.; Paz F. · Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (2021) · DOI: 10.1007/978-3-030-78224-5_39

Resumen

Nowadays, the use of electronic payment methods has increased due to the COVID-19 pandemic. The use of cash has been limited to reduce interactions; however, in developing countries, there is still a strong necessity for this type of payment. The ATM is the only channel where people can get cash without interacting with someone else. In order to improve the experience of the clients in the ATM channel we designed a set of interfaces that allow clients to select the denomination of the bills they want to get for the intended withdrawal amount. In this case of study, we followed a design framework for ATM to propose a usable design for this new functionality. The framework allowed the team to execute the phases of a complete design process that is specific to ATM. After two iterations, the interfaces were approved. This solution showed promising results despite the fact of the completely virtual context. © Springer Nature Switzerland AG 2021.

Instituciones: Pontificia Universidad Católica del Perú