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Friendly ATM

A Safer way of interacting with ATMs that increases the confidence and convenience of credit union members aged 50+.

Photo of Freddy Shimabukuro
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Who is your idea designed for and how does it support the dreams and obligations of those 50 and older?

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.

main idea

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

Click here for more about our User Persona, John.

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.


User testing

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  

What early, lightweight experiment might you try out in your own community to find out if the idea will meet your expectations?

Requesting transactions from a home computer can be tested independently of ATMs. Testers could request a transaction from their personal computers and complete the transaction at a bank with a dedicated concierge teller that skips the line for normal transactions. This will help us understand the following: Does requesting transactions in advance help reduce lines at the bank? What value do testers perceive from this? What are common issues a larger audience might have?

What skills, input or guidance from the OpenIDEO community would be most helpful in building out or refining your idea?

Technical guidance in implementing the infrastructure necessary to deliver assisted video conference sessions for the web application and while working with the openIDEO assigned expert, it's necessary a UX designer.

Tell us about your work experience:

-Margarita: Social entrepreneur with love for innovation -Madeleine: IT professional, digital marketer & entrepreneur -Joel: Coach interested in entrepreneurship, leadership & innovation -Freddy: IT professional interested in innovation & Fintech projects -Michael: OpenIDEO Community Prototyper

Please check all that apply:

  • I'm currently a member of a credit union
  • I'm a credit union employee

This idea emerged from

  • A group brainstorm
  • An OpenIDEO Outpost or Chapter

How would you describe this idea while in an elevator with someone?

Seniors appreciate their time but at the same time have to deal with the hazards of modern technologies and the risks around them, these combined make the experience uncomfortable rather than just convenient. “Friendly ATM” project aims to remove most of these concerns by combining the security of a home or office and the efficiency of an ATM.

How might your idea be transferable to a large number of people?

This can be incrementally be implemented in credit unions, since most credit unions have a large amount of senior members. Credit unions would be interested if a given process is also part of the solution, so the implementation can be easily handled. Removing video chat and re-focusing on chat messaging could increase the scalability of this system for Credit Unions, but user tests have shown a strong preference for video chat over any message chat.

How do you plan to measure the impact of your idea?

- Physical branches attendance against ATM usage by senior users (at least for basic operations). - Monitor the number of ATM transactions by members aged 50+ to see if there is an increase. - Users can be emailed after Friendly ATM sessions to collect feedback & obtain Net Promoter Score. - Monitor the number of robberies and thefts across ATM locations to see if Friendly ATMs have lower numbers. - Monitor overall monthly active users to understand if users continue to value this product.

What are your immediate next steps after the challenge?

- Refine interface elements & integrate into existing CU website/ATM context. - Further test and refine chat messaging. - Continued prototype testing in the US. - Explore methods that don't require debit cards at ATM terminals, such as scanning smartphone code or fingerprint scanning, due to fears of debit card skimming.


Join the conversation:

Photo of Bettina Fliegel

Freddy and Team,
Hi. I just saw this article and thought it might interest you.

Photo of Freddy Shimabukuro

Hello Bettina,
Thanks for the feedback as usual. As I'm reading the article I see that all ideas always go around security which is the main concern when it comes to the usage of cards and ATMs. The Wells Fargo's one-time access code is the most similar solution to ours, which would be good to us to explore.

Photo of Bettina Fliegel

Yes the focus was on security!
Also I thought of your idea when I read what Wintrust is doing - One sets up the withdrawal on their phone beforehand, and then receives a barcode which they then scan at the ATM.
Do most of the 50+ age group have smart phones in Peru? Here are stats for the USA.
Maybe they can call a representative or chat via computer, to handle the transaction, and the code could be texted to them if they do not have a smart phone? Would that work?

It will be interesting to learn what this demographic is more comfortable using, phone or ATM card, for this purpose.

Photo of Freddy Shimabukuro

Hello Bettina, first of all sorry for the late reply. Indeed Wintrust solution is also similar or the same as ours.

The most accurate statistics on smartphone usage in Peru I can find

Interesting facts about baby boomers in Peru:
1). 62% don't use the banking system
2). 41% use smartphones
3). 53% use social networks

So I guess there's an oportunity for this target.

Your idea would work completely, at the end of our web appointment reservation there's a sent email, which can contain the barcode or QR code.

I have no specific numbers on ATM usage in Peru for the moment, but I'll look out for it and let you know :)

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