Case Study No. 1, User Feedback
Case Study No. 1
Understand the user journey.
ATM REDESIGN, HUNTINGTON NATIONAL BANK
Goal: Optimize our ATM user experience for new, more advanced hardware
Design Challenge: Determining our customers’ comfort level with refreshed technologies; scaling the experience to match that comfort level; writing within tight confines, in multiple languages, while accounting for a range of environmental factors
My Role: Content strategist and designer; research support
1.1. ATM welcome screen, before and after redesign.
1.2. ATM PIN entry, before and after redesign.
1.3. ATM selection screen, before and after redesign.
1.4. ATM processing screen, before and after redesign.
The art of ATM design is enlargement. You struggle to grasp how little space you’re working with until you witness your first research subject whiff at your $20 button, and more than once. We weren’t even utilizing our drive-up lane simulator, yet.
Through user research sessions that simulated both walk-up and drive-up interactions, indoors and out, we refined our ATM redesign requirements to ensure common activities could be completed, safely and comfortably, in myriad situations. Instructions were eliminated for mostly intuitive behaviors like PIN entry. Touch screens and better data around common customer objectives gave us confidence in providing larger target areas for sought-after tasks. We introduced images and developed a more approachable tone of voice, including using first person pronouns to personify the ATM itself.
1.5. A voicey, lil ATM success screen, after redesign.
The results ushered in much-needed simplicity and accessibility throughout the experience. Customer response was broadly positive, and ongoing design efforts in ATM have sought to refine trouble spots, especially for multi-lingual support. Further, the improvements have allowed us to explore more advanced, much-desired capabilities, including utilizing near-field communication at log in and offering more specificity around balance and transaction history.