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International Journal of Information System and Engineering

www.ftms.edu.my/journals/index.php/journals/ijise

Vol. 2 (No.1), April, 2014

Page: 01.06 ISSN: 2289-7615

This work is licensed under a Creative Commons Attribution 4.0 International License.

A Pilot Study of Human Computer Interaction issues related to

Automated Teller Machine (ATM) -A Case Study of Indian Banks

Dasharathraj K Shetty Department of CSE, MIT, Manipal

micro_flyhigh@yahoo.co.uk

Manjunath KV Department of CSE, MIT, Manipal

manjunath.kv@manipal.edu

Kuldeep Shetty Postgraduate Scholars (MTech) at Printing & Media

Engineering Department, MIT Manipal kuldp13@gmail.com

Vikrant Chauhan Postgraduate Scholars (MTech) at Printing & Media

Engineering Department, MIT Manipal vikrantchhn@rediffmail.com

Pranav S. Joshi Postgraduate Scholars (MTech) at Printing & Media

Engineering Department, MIT Manipal pranavjoshi125@gmail.com

Abstract

ATM (Automated Teller Machine) is a cash dispensing machine from where we can withdraw the cash from the bank account. This paper examines the Human Computer Interaction issues related to Automated Teller Machine (ATM) 1. Introduction ATM (Automated Teller Machine) is also popularly known as cashpoint or cashline is a cash dispensing machine. It is an automated, electronic telecommunication device that allows users to use the financial services provided by the Financial Institutions. ATM allows the users to access the multiple options offered by the banks other than dispensing money. A few of the other services include money transfer, deposit cash , mobile phone recharge, Tax and bill payments and some other basic financial services. All the transactions of the ATM are performed using the ATM/Debit/Credit Card issued to the customers. The interaction between human and computer is predominant in an ATM system. The Man commands the computer to perform the necessary operation, and the computer responds to it by performing the action which it is asked to do. The general thoughts to define the good interface design of a particular ATM can be by the minimum amount of time spent by a customer to use its service in most efficient way. Layout and Style: The layout should be designed by taking customer needs into consideration including the information needed to be displayed onto the screen and writing style should be designed by taking feedback from the users who most frequently use an ATM. Layout should be consistent with proper positioning of graphics and logos. The information should be aligned properly for better viewing of text. Color: There are certain background colors on the ATM screen that directly impact the time taken to perform any activity of the ATM. For maximum legibility, a human eye needs maximum brightness contrast. Text color should always be black or white for the text color. Text color has to be chosen based on the brightness of the background. Brightness can be described as the content of white present in a color. A Black and white pairing provide the

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results in the highest contrast as white has a 100% brightness value whereas, black has a brightness value of 0%. Text Legibility: Detailed customer survey has to be carried out before a particular font is used in the User Interface. There are contradicting survey reports about the legibility of the fonts. User’s customization: The interface of the ATM machine should have the option to customize the screen options available, if someone feels that the default screen is not good enough to interact. 2. Methodology Objectives

• To examine the Human Computer Interaction issues related to Automated Teller Machine (ATM) with special emphasis Menu Navigation in Indian Banks.

Type of research

• Analytical Research, as a research aims to find out the problems and at the same time proposes certain solutions.

Data collection

• Data has been collected through primary and secondary sources. • Primary sources: information has been collected through personal interviews, and

observation method. • Secondary sources: secondary sources like internet, magazines, and newspapers

have been used Sample As a part of the study seven banks –Bank1, Bank2, Bank3, Bank 4, Bank5, Bank6 and Bank7 were considered, and the details are shown in Table 1. The names could not be published in the public domain. The photos of the initial ATM screens of 7 ATMs that were studied are shown in Figure 1, and Figure 2. 420 People were interviewed (60 customers from each of the 7 Banks). Convenience Sampling was used.

Bank Branches ATMS Turnover (INR in Crores) Bank 1 527 405 54,836 Bank 2 3,777 13,700 18,72,720 Bank 3 1,500 1,051 52,214 Bank 4 1,869 1,425 2,84,722 Bank 5 1,700 1,270 1,07,669 Bank 6 3,300 6,078 2,00,408 Bank 7 3,539 11,162 6,05,818

Table 1: Bank Details

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Figure 1: ATM User Interface of Bank1, Bank2 and Bank3

Figure 2: ATM User Interface of Bank4, Bank5,Bank6 and Bank7

3. Analysis and Findings It was found that 82% of people use withdrawal option, 13% balance enquiries and only 5% use other options frequently. This implies 95% of the people use ATM frequently for basic operations of balance enquiry and withdrawal (shown in Figure 5).

Figure 5: ATM use Following Parameters related to HCI of the ATM were studied- Mode of Card Identification(insertion/Swipe), number of Options in the initial interface screen, number of steps to withdraw money, Look & feel of ATM and Time taken to withdraw the money. The data obtained from the study is shown in table 2.

Bank Card Swiped/ Inserted

No. of steps to withdraw

money

No. of Options you get once you

enter the ATM pin

Number of options

in the First

Screen

Background and Text

Color

Mode of Interaction

Time spent from first step

to last step (Seconds)

13%

82%

5%

Purpose of using ATM

Balance enquiry Withdrawal Others

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Table 2: Comparison of various basic HCI factors of ATM

ATM card insertion technique for authentication was totally rejected by the respondents with 100% of them appreciating swap method.

Banks Total number of persons observed inserting ATM cards without reinserting

Total number of persons observed reinserting ATM cards

Bank 1 46 14 Bank 2 55 5

Bank 3 34 26 Bank 4 23 37 Bank 5 49 11 Bank 6 50 10 Bank 7 25 35

Table 2: ATM resetting the transaction

Figure 3: ATM resetting the transaction

Table 2 and Figure 3 show the data about the number of people inserting and reinserting/swiping the card into the ATM (indicates people resetting the whole transition). It was highest for Bank3 (11 Steps to withdraw money), Bank4 (6 options in the initial screen itself) and Bank 7(Red and Orange Background).

91 (65.9%) out of the 138 people who reset their transaction during the observation said that the main reason for their confusion was the number of options given on the screen.

0

10

20

30

40

50

60

1 2 3 4 5 6 7

Cu

sto

me

rs

Banks

No. of customers inserting cards

No. of customers reinserting cards

Bank 1 Swiped 6 4 4 Orange background and White text

Buttons 30 to 40

Bank 2 Swiped 7 3 3 Blue background - and White text

Touch screen 30 to 40

Bank 3 Inserted 11 14 3 Blue background - and White text

Touch screen 60 to 70

Bank 4 Swiped 2 3 6 Green background and Yellow text

Touch screen 60 to 70

Bank 5 Inserted 5 3 2 Shaded Blue background - White text

Buttons 40 to 50

Bank 6 Swiped 3 4 4 Red background and White text

Buttons 180 to 200

Bank 7 Swiped 4 4 4 Red background and Orange Text

Buttons 180 to 220

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43% of the respondents of Bank 7 said that they found red background strenuous to their eye. 90% of the respondents felt that multiple options on the home screen of ATM interface must be avoided. The preferred interface color used for the background were found to be that were giving a cool and soothing views to the eyes of the user, it was observed that the bank using blue color background took lesser time to process transaction. To decide the color of interface designers use a color wheel which arranges spectrum of color by their properties. Mainly there are three types of colors viz. Primary, Secondary and Tertiary color. For better readability, Complementary colors are used. These commentary color scheme use colors which are opposite to each other in the wheel. For example when blue is chosen, its complementary color would be yellow and colors to avoid would be red and green. If adjacent colors are selected, they will offer a high level of differentiation to the aging eye. The ability to distinguish color deteriorates as we age, increasing the need for contrasting foreground and background colors.As the number of options placed on the interface increased, the user used to get confused and took more time to process transaction. 4. Scope for further Research A Factor Analysis for each of the factors has to be carried with the help of a structured questionnaire and in-depth statistical analysis. 5. Suggestions Based on the sum of suggestions obtained from the respondents in response to the open ended question requesting for suggestions

i. Option to select denomination (100`, 500` or 1000`) of the notes to be withdrawn should be provided.

ii. Multiple ATMs in one room lead to compromise in security as the person using other ATM could see what the person on first ATM is doing and could even snoop the PIN. This has to be avoided.

iii. CCTV camera in the ATM rooms have to be positioned in such a manner that the amount dispensed by ATM also can be seeing so that in case the ATM dispenses less cash due to error same acts a proof.

iv. If the ATM does not have sufficient cash, it should display the list of the nearest 3 other ATMs.

v. An option for choice of background color is also required to reduce costumer eye strain.

vi. If the card is stuck inside the ATM, SMS should be sent to the customer’s phone or a slip about the card stuck in the machine should be printed and issued.

vii. User Interface has to be designed to support the physically challenged people. 6. Conclusion The main objective of this study was to carry a pilot study and identify various factors affecting the usability (HCI) of ATM. Currently the study was carried out using Interview and observation method predominantly. The output of the current pilot study would help to carry out the in-depth study of the HCI related issues.

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