demography based automated teller machines
DESCRIPTION
The presentation was made for a design paper accepted in IndiaHCI 2012.TRANSCRIPT
Demography based Automated Teller Machine
Deepti Aggarwal, Himanshu Zade, Anind K. Dey
Presentation Overview
Demography and its impact on usability of ATMs
Issues with ATMs in India
Global solutions unsuitable to Indian demography
Proposed software and hardware design
What is Demography?
Study of population composition
Spatio-temporally dynamic
Study of the size, structure, and distribution of population
Tightly coupled with the culture of that place
Demography: Effect on usability of an artifact
Influences attitude, behavior, actions, values, cognitive structure, social and perceptual skills.
Follows different signs, symbols, and words.
affects the interaction with designs!
Demography: Impact on consumer products
Liril Soap could not attract Global market but India owing to its branding as a herbal product.
Dish washerlow acceptance into Indian market due to different food preferences.
One more consumer product… Automated Teller Machine
Widely used service by to make cash withdrawals, check account balances and many other services.
Began in 1970s in UK.
What is an Automated Teller Machine (ATM) ?
Click icon to add picture
Literacy rate of 74.04%.
Second highest population in the world
1652 languages and their various dialects.
Age Structure: 0-14 years: 31.1% 15-64 years: 63.6% 65-over: 5.3%
Indian Demography
Low technical acquaintance.
Slow adaptation to newer technologies.
Emotional attachment to local terminologies and preferences.
Segmented population results to diverse needs.
Leads to lower usability of ATM.
Indian Demography: Impact on ATM
45000+ ATM installations in India.
Preferred way of financial transaction to 80% Indians.
More than 50% Indians use ATM service at least once a week.
Experts forecast that the growth rate (CAGR) is expected to grow 18 percent up by 2013.ATM:
Significant to Indian market
ATM innovation: From other demography
BBVA Inc. in collaboration with IDEO Inc.
Apple Inc. for iPhone digital signature
Bank of America
… and many more
Evolution of ATM since 1970: Problem statement Man evolved, ATM did not…
1970 2020
Research Methodology
Within group design
Participants: 20 (11 males and 9 females)
Diverse backgrounds
Minimum 2 years of experience with ATM
Subjective assessment to identify issues and evaluate the proposed solutions
ATM: Issues in India
1. H
ard
ware
Issue: N
o
Priv
acy
2. H
ard
ware
Issue: C
ard
Slo
t Trap
3. H
ard
ware
Issue: C
ard
O
rienta
tion
1. Software Issue: No proper feedback
2. Software Issue:ATM card absorption causes automation surprise
3. Software Issue:Interaction non-intuitive
… and more
Proposed Design Solution
Dolphin hardware case
Interactive software design
RFID card
Touch-base screen with 30 degree inclination.
Conclusion
System Usability Score = 79 for the proposed design
Demography drives novelty of an idea and influences user satisfaction
Personalization leads to variable process flows
Customization favors diversity
Trade-off: Localization and Centralization
Logistics
The existing ATMs can be upgraded by involving the suggested interactivity in a touch-based screen.
Giving control to users for ATM magnetic card, provide a swipe-in slot that can replace the push-in pull-out / absorb-in slot.
New ATMs can be built completely as per the proposed design later.
Future workATM for specially-abled people
Extension to UID compatibility
Thank youQuestions?