1. ATM Design Challenge Manish Vashist (12 August, 2011)

3. Solution Approaches There were two ways to go about thinking a design solution for an ATM Approach 1: Gradual improvement *: this approach would focus on improving the existing interaction paradigms between user and ATM. Approach 2: Radical improvement: this approach would introduce new interaction paradigms. This is more experimental and requires a higher learning curve for users *in this exercise due to time constraint, my focus will be approach2

4. Challenging Personas ATM Design Challenge The ATM should not only be designed to service tech savvy users. The challenge is to make sure that it is also accessible for Semi literate , illiterate & physically challenged users * It is assumed that Learning Curve for these type of users will be very minimal. Hence, Literate and Tech Savvy Persona is not discussed here.

6. Age: 25

7. Education: college drop out

8. Occupation: Run a phone booth

9. Location: Noida, UP

10. Motivation: Independence, accessibility

11. Due to a recent accident, Ram Babu lost his leg and unable to stand upright

12. He likes to be independent

13. He is learning Indian classical dance

14. He can speak Hindi and can understand few English sentences

16. Age: 34

17. Education: 10th Class

18. Occupation: Run a small shop

19. Location: Hyderabad

20. Motivation: Financial Security

21. KamlaRani is married with one daughter who is 6 years old

22. She is saving money for her daughter’s future including studies and marriage

23. She visits bank every week to deposit her savings

24. She can speak Tamil language and understand Hindi

26. Age: 61

27. Education: 12th Class

28. Occupation: Retired

29. Location: Jaipur, Rajasthan

30. Motivation: Family, Grand Children

31. Sahib Singh is retired last year. He served in Rajasthan police for over 35 years. He lives in with his son and daughter in-law along with 2 grand children

32. He visits bank every month to collect his pension

33. He speaks Hindi and Rajasthani (local language)

35. Approach 1* : Gradual improvement This would focus on improving the existing interaction paradigms. This approach do not introduce big changes. i.e. user will still carry a plastic card, visit ATM machine, swipes to verify the access, interact with the interface too pass instructions, get a textual feedback etc. the design may improve the existing interaction paradigm and introduce better and more usable interface. Designers can follow UCD process to get user feedback and improve on the design iteratively. * as ,mentioned earlier, I will not detailed out the approach 1 (gradual improvement)

36. Gradual improvement - ATM Interface Touch screen interface Tactile feedback Remember user choices Important information displayed all the time Secured If not touched for “x” seconds Facial recognition Clear exit Touch screen interface Remember user choice Critical info is displayed Clear exit available to user User preference Easy Navigation

37. APPROACH 2:Radical Improvement ATM Interface

38. Approach 2: Radical Improvement This approach would bring a paradigm shift for existing interactions. It would challenge the way existing design is presented and being used by users. This is definitely more experimental. Advancement in technology is also one of the key factors that lead to a radical change. For this design challenge, persona & scenarios are targeted for approach 2

39. User Experience Flow Approach 2

42. Is this person have a criminal background and not allowed in ATM?

43. No Plastic Card.

45. Advanced voice recognition e.g. Yes, OK, Haan(OK in Hindi), Oki Doki, go ahead & humming (head nodding) would be Yes

46. Local voice recognition support

47. Gesture recognition support

48. ATM augments interaction based on the voice, gestures as well as facial recognition Primary interaction paradigm - voice & gesture. User can also use touch

49. Scenarios Approach 2

50. User withdraws the cash User finds ATM User can see that no one is inside the ATM Box ATM run a walk pattern detection test against the user near the gate ATM let the user enter (the gate should be designed based on local aesthetics) User authenticate himself using facial detection (the message should be very clear and easy to understand - where to start) User data will be displayed in front of the user on a touch screen interface Conversation between the user and ATM avatar starts at this point Avatar: Welcome <name> how can I help you today? <user data will be displayed on the touch screen in front> User: “I wanna withdraw 2500 rupees “ Avatar: your current balance is rupees 18000. would you like me to give you 2500 rupees? User: “yep” <Processing> Avatar: Please take the cash. Your current balance is 15500 rupees. Would you like to perform any other transaction? User: “Nope” User collect cash and left ATM would know that the user has left. ATM will logoff the user and display welcome screen

51. User deposits the cheque <Authentication same as previous> Conversation between the user and ATM avatar starts at this point Avatar: Welcome <name> how can I help you today? <user data will be displayed on the touch screen in front> User: “I want to deposit a cheque“ Avatar: Please place the cheque on the tray. <Tray comes out and user places the cheque on it> (does not matter what side the user places the cheque) <processing> It scans the cheque and displays on the screen System extract account information, cheque value and signature from the cheque system matches the signature pattern System checks for the available funds Avatar: the cheque is verified and I am depositing 25000 rupees in your account <Processing> Avatar: Your current balance is 45000 rupees. Would you like to perform any other transaction? User: “No” User left the ATM box ATM would know that the user has left. ATM will logoff the user and display welcome screen

52. Other design benefits Currently, a user can give the ATM card to a friend or a family member with the pin information. the new design would accommodate this scenario by allowing user to introduce a family member. Further the user may also instruct ATM the limit that is allowed to withdraw by the introduced member Since the ATM will use walk pattern detection and facial detection to recognize users, security agencies could also use ATM video feeds

53. Thanks! ATM Design Challenge References http://www.face-rec.org/interesting-papers/ http://www.datehookup.com/content-analyzing-body-language-gesture-recognition.htm http://mambo.ucsc.edu/psl/fanl.html http://ieeexplore.ieee.org/xpl/freeabs_all.jsp?arnumber=4272626 http://www.homelandsecuritynewswire.com/biometrics-tunnel-helps-identify-individuals-unique-walking-patterns