This project focuses on older adults interactions with the ATM. It also aims to provide a better user experience by redesigning the digital service through heuristic prototypes.
- The prototype should be reasonable and interactive
- The prototype should allow users to complete a task (money withdrawal)
- The prototype can guide the user to complete the task even when the user makes a mistake
- The prototype should accommodate older adults' needs
Understanding that older adults have different user needs than the rest of the users is essential when designing with an equity-focused approach. Along the natural aging process, people may experience certain illnesses and tend to forget more frequently, which affects the overall journey of withdrawing or interacting with the ATM. Moreover, older adults who are not up to date with technology, may not be familiar with new features or intuitively manage their way through the system
From the journey experience, I was able to understand where the system is not considering the users' needs, users' personal struggles that affect the overall interaction and other unexpected frustrations
1. The onboarding process (starting from finding the card insert to entering the PIN) was not necessarily positive. Every ATM has a different design.
2. Users faced challenges during the customization options of the withdrawal process.
3. The security risk of position theft (card, money, receipt or personal information) is a huge issue that needs to be addressed. This will benefit both the users and the bank.
4. Not enough instructions and alerts that could guide users
Paper Prototyping
(Individual-Work-Project)