Contemporary Interface Design for Self-Service, An NCR White Paper

Transaction design services

The success of self-service banking channels to a deployer (bank or independent ATM deployer) is dependent on a number of factors, some business, some operational, some technology related however potentially the single most important factor is the acceptance and adoption of the channel by the consumer.

One of the core benefits of self-service banking is the availability of cash and other banking transactions at any time in convenient locations to all banking customers. It is these factors combined that embody the user interface challenge to the designer of the self-service screen dialogue. Ideally, self-service should be designed for anyone, anywhere, anytime operation.

The self-service banking terminal or Automated Teller Machine (ATM) has evolved from a simple cash dispensing device with a limited transaction set (i.e. primarily the dispensing of cash) to being poised to become a multimedia fulfillment point (e.g. cash deposit, ticket dispensing and check cashing facilities).

The operating systems have evolved from RMX (Real-time Multitasking Executive) based systems to open Windows® based systems enabling access to Internet content and services. The opportunities enabled by the above innovations in technology have the potential to provide additional revenue streams to ATM deployers, can reduce their operating costs and enhance customer service.

One element of the ATM user experience that has not evolved in line with the technology platforms is the design of the user interface lead-through instructions and graphics. During the RMX era, the first simple graphic images were introduced along with a non-proportional system font. Even today consumers are frequently presented with these crude graphic screens (sometimes with the enhancement of color) examples of which are shown in Figure 1 and 2.

These early graphics evolved slightly with the introduction of color displays on the ATMs however other limitations continued, e.g. non-proportional system fonts. NCR has recognized that as the power of the ATM systems increased to enable further transactions to be automated there was a corresponding need to enhance the sophistication of the presentation to the user, to offer enhanced instructions.