When it comes to any piece of interactive hardware, I would argue the most important element is the user-interface. The customer doesn’t see the fancy cash recycler or the impressive hardware specs of your ATM, all they see is the screen and the content on it. If the user interface doesn’t live up to their expectations, they will likely walk away from the encounter frustrated, which is the last thing you want to happen when you are trying to build a first-class customer experience.
There are many things to consider when designing a UI for an ATM, such as what color scheme to use, what software package to purchase, how and when to push out upsell messages and how to integrate analytics. In this blog I am going to focus on two simple strategies to keep in mind when looking at a UI that will help guide the rest of your design.
Don’t flood the screen
Have you ever gone to a website and been overwhelmed by the sheer amount of “stuff”? There are tabs upon tabs, clickable images and videos everywhere and links crammed in every corner of the page. You don’t want this on a website, so you certainly don’t want it for your ATM.
Each “page” of content on the ATM screen should only have a few options. For example, after the customer enters their card and PIN (or uses a mobile contactless method), there should only be a few buttons on the page such as withdraw, deposit, check balance, bill pay or cancel.
Some ATMs I have been at it simplify this a bit more by changing the word withdraw to “get cash,” as the word withdraw isn’t as well known as it used to be. The goal, no matter what words you use, is the same: to simplify the process so customers can easily find the button they need to press right away.
Make it easy to navigate
When a customer clicks on a button, they should ideally never have to click the back arrow unless they accidentally hit the wrong button. For basic ATMs, this is fairly simple as there is usually only one option: withdraw cash, but for more advanced ATMs, this can get a little complicated.
For example, if your ATM offers video services, loan payments, applications and other services, it can be very easy for the UI navigation to get complicated fast.
The easiest way to avoid this is to test your ATM UI before you roll it out. Have a wide variety of people try out the ATM and give feedback on how easy it was to navigate. Ask them questions such as, “Was it clear which buttons to press to get to where you needed to go?”
By following these two tips, you will be well on your way to creating an ATM that helps customers accomplish what they need to do quickly and effectively.