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3 things ATMs must have to provide the best customer experience

By : Colin Gordon

November 30, 2017 08:00 AM

Retail Banking Research forecasts that by 2022 there will be around 3.7 million ATMs installed around the world. As ATM technology continues to advance, banks and other operators that don't invest in their fleet will be at risk of falling behind, as more forward-thinking competitors upgrade their devices to offer a better user experience and ensure they're fit for the future of banking.

 

NCR's latest SelfServ 80 Series is one range of solutions that showcase what the ATM of the future will look like. It is not just a concept; it has been on a phased global launch throughout 2017. In fact, such has been the positive response to the SelfServ 80 Series, it has recently been recognized for its smart innovations at the Bank Customer Experience Summit in Chicago, where it received the Best ATM/Self-Service Experience award, as voted for by a panel of respected industry experts.

 

So what does it take to offer a leading level of ATM customer experience, and what features should ATM operators be on the lookout for when modernizing their ATM estate? Here are three key things that each ATM should have:

 

An intuitive interface
An effective interface is the first thing any successful ATM must have. In today's smartphone and tablet-obsessed environment, this means much more than a simple display surrounded by buttons. Instead, today's customer will expect a full multi-touch environment, just like the one they get on their mobile devices.

 

As well as large, full-color displays, this means functionality such as the ability to swipe between screens, pinch-to-zoom and more are required to give users an intuitive, natural experience. This helps customers effortlessly navigate their way through a much wider range of transactions than wouldn’t be possible with legacy equipment, enabling banks to offer a complete self-service portal.

 

Video capabilities
While customers are increasingly familiar with self-service solutions for everyday activities, sometimes, people need a friendly face to guide them through more complex interactions, or answer any queries they may have. Therefore, including video capabilities into ATMs that can instantly connect a user with a human advisor is a must as devices gain additional functionality.

 

This feature will become increasingly important as banks undergo branch transformations that emphasize self-service for day-to-day transactions, or invest in pop-up or microbranch solutions that may not always have employees on site. In these cases, being able to connect to a knowledgeable individual via a video call helps retain the personal touch and extend their reach to locations that may otherwise not have been cost-effective.

 

Mobile interoperability
People now use their phones for everything, so it makes sense to ensure they're able to interact with an ATM via these devices as well. For example, taking advantage of NFC capabilities to allow a user to confirm their identity via their phone enables users to withdraw money even when they don't have their card on them.

 

As more people embrace tools such as Apple Pay and Android Pay, people are getting used to the idea of heading out without a physical wallet or purse - but the idea of being without their phone is unthinkable. Therefore, the banking sector needs to respond to these changing habits and offer people more ways of connecting with their smartphone at the ATM.

Colin Gordon

Financial Services SelfServ, Marketing Manager

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Colin Gordon is a Global ATM Marketing Manager based at NCR’s R&D Center in Dundee, Scotland. Colin is responsible for the marketing of NCR’s financial hardware portfolio with a specific focus on activities such as demand generation, sales enablement, market analysis and customer engagements for the ATM business.