The idea focuses specifically on the needs of credit union members who are aged 50+. This group of people have expressed that they value the idea of convenience offered by ATMs, but still have a lack of confidence when making ATM transactions in public. This lack of confidence can lead them to make mistakes or feeling insecure and vulnerable.
Understanding Credit Union Members
A Credit Union Member’s User Journey
The Friendly ATM will give credit union members more confidence when using ATMs by allowing them to take time when setting up transaction details while they are at home. Once transactions details are confirmed, the transaction will be automatically brought up then next time the user logs-in to an ATM. This will minimize the time that credit union members spend in being vulnerable at physical ATM locations.
FRIENDLY atm pROTOTYPE
We conducted 3 sets of tests with 7 people, using a mix of paper and digital prototypes. The tests were conducted with credit union members at an actual credit union office, as well as at certain participants’ homes.
Our goal for these tests was to understand the following items:
- Are credit union members comfortable with the idea of video chat?
- Is there a preference for requesting a transaction by:
- Video Chat
- Messaging Chat
- Web form
- Do testers feel like they can correct or control mistakes?
- What info do people need to navigate the experience?
- Is this more convenient/safe/secure than normal ATMs?
Highlights from our testing include:
- People want large, clear text to explain what they can expect to do
- People want to know what ATMs they can use and where they are
- People want to know they can edit a transaction and not just cancel it
- Video chat is preferred over message chat, and web form
- Setting up transactions from home makes people feel more comfortable and confident
- Minimizing time spent at physical ATMs makes people feel less vulnerable
- The ability to plan and schedule transactions is seen as an added convenience
- There are some additional concerns about debit card skimming at ATMs