OpenIDEO is an open innovation platform. Join our global community to solve big challenges for social good. Sign Up / Login or Learn more

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
84 39

Written by

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.


FRIENDLY atm pROTOTYPE


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.

84 comments

Join the conversation:

Comment
Spam
Photo of Morocco travel
Team

hi
https://moroccotravelagency.net/marrakech-tours/
https://moroccotravelagency.net

Spam
Photo of susmita sen
Team

Thank you very much, I got very good information from here, I would definitely like to use this information in my life and once again I thank you wholeheartedly @ccconlinetyari

Spam
Photo of Bettina Fliegel
Team

Freddy and Team,
Hi. I just saw this article and thought it might interest you.
https://www.nytimes.com/2017/02/13/business/dealbook/banks-look-to-cellphones-to-replace-atm-cards.html?

Spam
Photo of Freddy Shimabukuro
Team

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.

Spam
Photo of Bettina Fliegel
Team

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.
http://www.pewinternet.org/fact-sheet/mobile/
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.

Spam
Photo of Freddy Shimabukuro
Team

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 http://www.ipsos.pe/sites/default/files/marketing_data/Generaciones%202016.pdf

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 :)

Spam
Photo of Gary Lyon
Team

Thanks for the response Freddy. You comments about Peruvian concerns is similar to other cultures living in the U.S. who have not traditionally had access to trustworthy banking. It is a big challenge even here for banks, and even credit unions to gain the trust of new immigrants. Many rely on a cash-based economy, often keeping their earnings in cash and not understanding/trusting how to use the banking system to their own advantage. As the U.S. has a growing population of 50+ among all ethnic populations I can see a need for a well-thought out strategy for implementation among many of this population. I was reading an article "Applying System Archetypes" from Pegasus Communication (https://thesystemsthinker.com/) that may be of value - https://thesystemsthinker.com/applying-systems-archetypes/.

Best wishes,
Gary Lyon

Spam
Photo of Gary Lyon
Team

I have reviewed your idea and believe you are very much on to something. A couple of thoughts from a 50+ person in the U.S.

1) What difference is there between how 50+ populations view technology in different countries (would your test results differ in the U.S. than in Peru?).

2) Could you incorporate some form of validation in the video chat that a user was actually talking with a legitimate employee of the credit union...maybe the employee would wear a badge that shows their picture and employee ID?)

3) One thing I hate about walk-up ATM machines is that I have my back toward the street and I can't observe who is behind me. How about a camera in the ATM that shows who is behind me for extra security, or turn the ATMs around so I can see who is waiting before I leave the ATM.

Spam
Photo of Freddy Shimabukuro
Team

Thank you very much Gary Lyon for the valuable feedback.

1) One notorious difference is about the usage of modern channels, such as web banking applications or ATMs. US users tend to be more familiarized with these modern channels while peruvian users are a bit more afraid. Another difference that is really a concern for both but it's much stronger in Peru is security mostly about physical theft. Lately a common peruvian citizen feels the insecurity levels are rising.

2) Employee identification for video chat. It is a good observation. Our team was also considering this during the ideation phase. In a production environment we have to implement this.

3) It is a very good observation about your experience at the ATM, before answering to this post I talked about this to somebody else and that person felt the same. One unexpensive and easy to deploy solution would be to add an adhesive mirror on the ATM so you can see who's behind you.

Just an example there are many other solutions on the market:
https://www.amazon.com/SELF-ADHESIVE-MIRROR-TILES-SET/dp/B002QGQJ0G

I really hope we have answered your questions and we're taking these observations into consideration for a production version.

Spam
Photo of Lorena Godefroy
Team

Felicitaciones a todos!

Spam
Photo of Freddy Shimabukuro
Team

Muchas gracias Lorena :)

Spam
Photo of Anne-Laure Fayard
Team

Congratulations Freddy and team! Looking forward to seeing your idea evolve.

Spam
Photo of Freddy Shimabukuro
Team

Thank you very much Anne-Laure :)

Spam
Photo of Bettina Fliegel
Team

Congratulations Freddy and Team!

Spam
Photo of Freddy Shimabukuro
Team

Thank you very much Bettina for all the great feedback!!

Spam
Photo of Javier Astete Jimenez
Team

Felicitaciones!!! Margaret, Made, Freddy, Joel, Michael

Spam
Photo of Freddy Shimabukuro
Team

Muchas gracias Javier

Spam
Photo of Bettina Fliegel
Team

Freddy,
I like your idea!  I see you are working in a credit union.  Might the Credit Union provide in person assistance at your ATM machines, to welcome folk into the area/bank, ask if they would like in person assistance at the ATM, an introduction to ATM use let's say?  It would make sense that the clients who are 50+ who are not using the ATM come in during normal working hours as they plan to see a teller, so staffing a greeter at an ATM would only need to be during work hours.  Based on this interaction you might get user feedback that can inform next steps?  
I wonder if folk who are not using the machines have active ATM cards. 

Spam
Photo of Freddy Shimabukuro
Team

Hello Bettina Fliegel 

Thanks for the feedback, I'm sorry for the moment I'm not quite sure how willing is the credit union to do something like that, but it wouldn't be a bad idea to implement this idea really quick and unexpensive. In my country, and I imagine this happens everywhere, usually people is recommended not to allow others to see the information that appears on the ATM screen, many cases of scam and fraud had this form. But if our personnel is correctly identified and this idea is promoted correctly I think it would be a good thing. 

Spam
Photo of Bettina Fliegel
Team

Perhaps employees can quickly practice together, as guide and customer,  to see how different scenarios might play out when at an ATM, to see what information might be visible to the guide, if any?

Spam
Photo of Freddy Shimabukuro
Team

It actually sounds pretty good, I'll let you know how your idea progresses.

Spam
Photo of Bettina Fliegel
Team

Great! Thanks.  
Looking forward to hear about any prototyping the team does.

Spam
Photo of Margarita Briceño Malaga
Team

Hi Bettina Fliegel we just upload the refinemnt phase version with our prototype :) Hope u like it!

Spam
Photo of Bettina Fliegel
Team

Hi Freddy Shimabukuro and Margarita Briceño Malaga  and Team!

Wow! The videos and prototypes of the computer screen where you can message chat or video chat are great! I typed into the message chat screen and it works! Fun and really helpful to understand the user experience. I must say I really love the cardboard prototype of the ATM machine! It is awesome. What was it like for the 7 users when you did the testing? You mention the users were credit union customers. Do any of them currently use ATMs, or bank online? What questions did they ask during the sessions? Did they enjoy the exercise? Did you meet with them as a small group? If so did they start to speak amongst themselves about their banking experiences using technology? I am curious about their reactions to the experience. Did they make any suggestions about what they might want or need that you didn't think of?

I really like the idea to start the process from home, whether video, messaging or on a website. How did you come to that idea? It seems that the testers responded positively to this as well. You mention that they prefer video to messaging. Do you know if any of them have messaged before, maybe during online shopping? I ask because I know for myself I wasn't too interested in the idea, but after doing it I found it easy and pretty personal.

I saw that the users wanted to know the location of the ATMs that they can use, and there is a concern regarding safety. I was surprised to learn that in my area, in NYC, local credit unions have ATMs available in many places, some inside of stores - convenience stores, small markets. I think they must contract with these ATMs in some way because there is no fee to use them if you are part of the CU. Otherwise you must pay a fee of a few dollars when using an ATM not connected to one's bank. I had no idea, and actually thought that ATM access was more limiting for CU than a bank. On the CU website I looked at in NYC you input your zip code (postal code) and a map comes up with a wide area of ATMs that are available for free use. Are there ATMs located within stores in your area that might create a better sense of security?

Is it possible to set it up at home and to be able to use an ATM over a period of a day so that the user has flexibility in case their day changes, and they cannot get there at the appointed time? (What is the time frame you were thinking in terms of making the appt at home and getting to the CU to use the ATM?)

Congrats on all the work that your team did! I met Michael by chance last night at an OpenIDEO Meet Up in NYC. It was a surprise and nice to meet a member of your team!

Good luck as you continue to iterate!

(I apologize for responding so late to your comment. I was away on vacation when Margarita wrote to me. It has been great to watch this idea develop!)

Spam
Photo of Freddy Shimabukuro
Team

Hello Bettina it's always nice to hear from you again.

The users we considered for the tests had to be diverse. The users were as close as possible to our unified Persona John. John is a usual user of ATMs and digital platforms, but for testing purposes we also invited users who don't use digital platforms and rarely use ATMs. The group testing was possible only with 2 people and they actually built onto their own ideas, so it was interesting and allowed us to discard a few options we had in mind. Their reaction was excellent since they didn't get intimidated with our prototypes and their descriptions and expectations helped us validate the value proposition as well. Something that still surprises me is the fact that they were really eager to give feedback as well as their perception about the current deployment of these technologies by banks and CU.

We really didn't ask about their previous usage of messaging, which would have been a good idea, but one of the users mentioned that she had the impression that a message system would be fast, she was relating that solution to the Whatsapp mobile app. One user validated one of the advantages of using the our web prototype, which is seeing the account balance in parallel to making a transaction, currently this is not possible in a traditional branch or ATM. Knowing the account balance and making a transaction are 2 separate actions. During the interviews phase we found out that one of the users pointed out something important, it was discretion. Our idea started with a remote session at the ATM, being video/audio this would not be discreet. Also we found out that the user experience for seniors was really stressful, worrying about security, steps, and so on, they ended up making mistakes. This is something they pointed out explicitly. Splitting the experience in the comfort of a house or office would give a greater sense of security and confidence.

Here in Peru, there are not that many ATMs available for CU members, they should be no more than 20 across the whole country. The CU movement in Peru is still in development and many of us working in CU are trying to change this. The current CU ATMs are located in really safe locations within cultural institutions (open from 8am thru 11pm), hospitals (open 24/7) among others.

About the time frame we were discussing what would be the safest way so far we had 2 options but haven't analyzed this yet:
1. The users chooses a date and time and he/she is allowed to attend to the appointment in a range of hours. For example if the appointment is for February 1st 2pm, then the user could go from 12pm thru 4pm considering a 2 hours time frame.
2. The user is simply given a 24 or 48 time frame since he/she makes the appointment to attend to an ATM.
One consideration was also that this appointment would be available after one hour of setting up online, in order to give time to the system to update this request.

It's great you have met Michael. It's the first time that I work in an overseas project. In spite we take current technological advances for granted. This level of connection is something I didn't expected just 15 years ago.

Once again thank you very much for always commenting on our idea, I'm sorry if I haven't commented on yours but I was reading your contribution as well. I just find great the idea of bringing people and CU staff together in a really friendly ground to give advices and so on.

Don't worry about the time to reply :)

Spam
Photo of Bettina Fliegel
Team

It sounds like you learned and iterated during the process which is great.
I am curious about - "The group testing was possible only with 2 people and they actually built onto their own ideas, so it was interesting and allowed us to discard a few options we had in mind."
What did they "build?"
What options were you thinking about that you discarded?

Spam
Photo of Gabriel Grados
Team

I like the idea! I think it would be good to analyze further transactions you could pre arrange with your proposal. This adds to its potential as a new channel. For example, ask for credits or open a new account.

Spam
Photo of Freddy Shimabukuro
Team

Hello Gabriel Grados thanks for the feedback.

Indeed it could escalate in several ways. Some banks are using ATMs even to sell event tickets. There are many possibilities for diversifying the type of services that can be offered through this channels and even more from the merge of 2 of them. For now these 2 transactions were the ones senior users were mostly focused on, which is a good starting point for developing a first solution.

Spam
Photo of Margarita Briceño Malaga
Team

Hi Gabriel Grados  thanks for the feedback!! Yes for sure in our test our focus users also commnt on the posibility of using the system for other transactions. I think in some cases it would be easy to adapt and it is a posibility we should keep on developing for.

Spam
Photo of Joanna Spoth
Team

Amazing updates!! Love the prototype video! :)

Spam
Photo of Freddy Shimabukuro
Team

Thank you very much Joanna Spoth 

The team actually worked hard on those videos. We're really glad you like it :D

Spam
Photo of Margarita Briceño Malaga
Team

Thanks Joanna, we considered it was an important tool to show the complete idea :)

Spam
Photo of Madeleine Delgado
Team

Thank you Joanna Spoth :)

Spam
Photo of Ingrid Sanchez
Team

buena marga!!!

Spam
Photo of Margarita Briceño Malaga
Team

Gracias Ingrid!! :) Ha sido un buen challange

Spam
Photo of Ana Villanueva
Team

Congrats :) !!

Spam
Photo of Freddy Shimabukuro
Team

Thanks Ana Villanueva 

Spam
Photo of Margarita Briceño Malaga
Team

Gracias lulu bella!����

Spam
Photo of Margarita Briceño Malaga
Team

:) :) *

Spam
Photo of Seemran Momin
Team

Hi Freddy,
You and your team did a really good job with this idea. I really would like to see you go forward with this idea. The elderly do have problems with technology and this is a great idea to help them out. I was just wondering how long this process would take? An elderly would have problems and they hit the optional button, but how long do you think it would take for someone to answer. Especially since ATMs are supposed to be very convenient and fast to get money out without having to go to the bank. Do you think this is slow down the process flow time of using ATMs in general? 

I really liked the concept and the idea! Keep up the great work!

Spam
Photo of Freddy Shimabukuro
Team

Hello Seemran Momin 

Thanks for the feedback. I'll be referencing one input from Bettina Fliegel  where she actually proposes how to make this prototype inexpensive, but she also mentions something, to do it during office hours. Just to give you an example, this doesn't apply to all credit unions, the one I'm working for right now is open from monday to friday since 9am until 9pm and earlier on saturday and sunday, this would be a good time frame for availability. Now about quickness in response, this was also a concern I had while responding to some of the questions, for now I just can think of sending these requests to currently inactive public attention staff, while they're not attending people in the physical branches they can also attend the remote assistance sessions. I really hope this answers to your question.

Spam
Photo of Margarita Briceño Malaga
Team

Hi Seemran Momin  we took the feedback on consideration and separate the video conference to the clients house (web pre order) so the regular atm time is improved. Check it out on the new uplooad!

Spam
Photo of Kate Rushton
Team

Hi Freddy!

Great idea! I look forward to seeing how it progresses. Have you seen these other ideas in the idea phase? 

Grant Hofmann - https://challenges.openideo.com/challenge/financial-longevity/ideas/ask-an-expert/comments#c-ac804ead12868fb8f0352b0b1207dd20

Flora - https://challenges.openideo.com/challenge/financial-longevity/ideas/bridging-the-digital-and-physical-service-experience

Spencer Cappiello - https://challenges.openideo.com/challenge/financial-longevity/ideas/banking-buddy

I think they might give you a few thoughts on how to make your idea to the next stage. 

Spam
Photo of Freddy Shimabukuro
Team

Hello Kate Rushton 

Thanks for the feedback, I'm checking the posts you recommend and indeed they're a good learning source and complement for our idea.

Spam
Photo of Kate Rushton
Team

If there are any questions or support that you need from the commuting, feel free to ask. 

I read this idea today on how to remember pin numbers - http://50problems50days.com/problem?day-45-63&back=%2Fgrid%23category%3Dtechnological

It reminded me of your idea about how simple solutions could be utilized to make the user experience easier. 

If you have time, it might be worth looking at this article - https://challenges.openideo.com/challenge/financial-longevity/research/rethinking-the-layout-of-boarding-passes

Spam
Photo of Freddy Shimabukuro
Team

Hello Kate, 

Thank you very much for having consideration for our idea. The links to the ideas are actually quite resourceful.

Spam
Photo of Anne-Laure Fayard
Team

Nice idea Freddy and team!  I will add another idea to those suggested by Kate Rushton https://challenges.openideo.com/challenge/financial-longevity/ideas/heads-up

https://challenges.openideo.com/challenge/financial-longevity/ideas/reimagining-banking-experience-flow
I am curious to see how you might be able to build upon these ideas to develop yours further.
In terms of light experiment, one option would be to have first a real person sitting nearby that is available to help in case people have question (like you see nearby check-in kiosks in airports). You could see how often people will fill the need to ask for help and what kind of questions they will ask. A second version would be having a computer with the option of starting a skype session if the person has a problem.  This maybe done in a real setting but  it could be complicated. You could  first simply use the wizard of oz technique and invite a few people to go through a simple scenario where they go at an ATM (fake made with foam core and with a laptop with a skype window).  
What other prototypes have you been thinking of creating to test your idea? 
Good luck with the next steps!

Spam
Photo of Freddy Shimabukuro
Team

Hello Anne-Laure Fayard 

Thanks for the feedback. I went through the contributions you recommended and one of them was really closely related to ours and the other one is pretty insightful when it comes to the experience in most financial institutions, whether they're banks or credit unions.

Actually right now we're considering the inexpensive option of keeping a person next who can assist people who require it as a first step as recommended by Bettina Fliegel and now considering your idea of a WIzard of Oz prototype, it sounds really nice connecting an Skype session for example, the only thing that would be a constraint but still we could find a solution to it, is how can we allow the personnel to assist the user on which button, which option to choose. One thing that comes to my mind as writing this reply is to give the personnel the screens from the ATMs so they can give much more graphic instructions.

Currently we would only have these 2 prototypes, another one could be a touch screen with a tutorial on how to use, indexed by most common doubt, but the 2 mentioned earlier are more comfortable for the user.

Thanks for your post, it actually gave us good inputs I must say.

Spam
Photo of Bettina Fliegel
Team

Hi guys.
Freddy - I didn't realize that your team is not in the US.  You are from the OpenIDEO Chapter in Peru?  That is cool.  I didn't know that there are credit unions in other countries.  (I didn't really think about this at all actually.  Are they all part of one system?  In the US many credit unions are associated with local community organizations that provide services for the same community members.  Is that the case in Peru?)

I was thinking about possible prototyping and it occurred to me that clients that are not using the ATM, for whatever reason, will be on line to see a Teller.  Perhaps having the staff person at the beginning of the teller's line will be a way to screen clients, 50+ ?, who might not use the ATM and might be interested in participating in the training?  Just thinking that if you situate yourself at the ATM you might not capture the folk who are avoiding using it.  
I also like the Skype , or pretend Skype idea.  

One other thought came to mind.  What is the reason that financial institutions are encouraging folk who do not want to use an ATM to use one?  This is something that I would ask if someone approached me on the line and I did not want to use the ATM.  What is the problem if I want to go to a teller?  Is there an advantage for me to use an ATM?  Am I missing out on something?  Are the banks planning to phase out teller services completely?  Just wonderingÔǪ.
(Personally I use the ATM because it is fast, and also available during off hours.  I saw in one of your comments that your credit union is open until 9 pm.  Is that correct?  In the US these services generally close by 6 pm.  Another great advantage of the ATM is when traveling.  I was in Spain last summer and there are no banks at all in Barcelona that change money.  There was one central Exchange Office and of course there was a very long line.  We had to go there because I was with extended family and my father does not use an ATM card.  He wanted to go to the exchange.  This is the first time I have been abroad where hotels did not provide this service.  I am wondering if it is common place now. )

Thoughts?

Spam
Photo of Freddy Shimabukuro
Team

Hello again Bettina Fliegel 

Indeed the team is from the Lima Chapter (Peru). Actually there's a good movement of credit unions across Latin America. Our countries have been through some social and economical crises frequently for the past 2 decades or more, usually it tends to be the times of crises when people turn their eyes to credit unions as a way to save and finance their personal projects.

As you well said, all credit unions give services and products only to their members and in order to be recognized as formal institutions we all must be registered in the federation for credit unions.

Adding to the idea of your prototype one thing we could do to encourage these users is to invite them, through different media, whether it is email, phone, etc. that next time they come to our physical branch offices they could actually request for assistance, so the approach would not be uncomfortable, along with useful graphic material (even interactive) to understand the usage.

Advantages about using the ATM:
- Not having to deal with a line.
- Once a user knows how to handle it, as you said transactions are really fast.
- Time availability (of course as long as users are already engaged in the platform).

In Peru we have one of the most flexible laws for money exchange, you can exchange US Dollars and even Euros to Peruvian Soles almost anywhere, from Western Union tellers, banks and even informal money exchangers in the street (this last option tends to be the most used among locals but I wouldn't really recommend it to a foreigner). I'm still wondering how to fit this, money exchange option for an application for this since here in Peru, money exchange is a big deal, I'll try to give it a thought or two.

Once again thanks Bettina, your inputs are really great.

Spam
Photo of Bettina Fliegel
Team

Happy Monday Freddy!
I like the idea of inviting members in for a demonstration. How would you identify which members might need assistance, and to invite? Would it be fun for members to invite them in as small groups? Would making it social encourage them to come?

Spam
Photo of Freddy Shimabukuro
Team

Hello Bettina,

Good to hear from you. Ideally it would be nice to make a database search and look for people who match the criteria, in general people who haven't get a card to use at the ATM, or people who haven't used it in a long time but they keep going to the physical branch offices. Another way would be just inviting people to request for assistance.

For testing purpouses the team proposed to invite random people who match the criteria and test a prototype with them.

Now taking what you mentioned about forming small groups and getting group feedback or group learning might make this experience even more interesting, for the users and for us who are testing the prototype.

Thank you so much for the constant valuable inputs. We really appreciate it.

Spam
Photo of Bettina Fliegel
Team

I am enjoying the conversation! It will be exciting and interesting to see how your prototyping goes with users at the CU!

Spam
Photo of Bettina Fliegel
Team

Happy new year Freddy and team! How is the project going?
I just re read your post. I didn't realize that the majority of CU customers are over the age of 50. Is that true worldwide? (if you know) I wonder why that is. Are the customers moving over from traditional banks for a particular reason?

Currently we are having our first snow storm for 2017 in NYC. Just felt like sharing that!

Spam
Photo of Freddy Shimabukuro
Team

Hello Bettina, it's always good to hear from you again. I hope you're having a great new year!!. As I mentioned in an earlier comment, the addition of Michael Lowell as a member of our team is helping a lot. About the age of CU members the 50+ seems to be something that happens in Peru and the US, you can see that in the following articles:

http://markarnold.com/2010/09/how-one-credit-union-keeps-membership-age-low/
https://challenges.openideo.com/challenge/financial-longevity/research/interview-with-the-ceo-of-a-credit-union

But WOCCU (World Council of Credit Unions) mentions that the average age is between 45 and 49:

http://www.woccu.org/publications/gen_y_membership?

About why people would move from traditional banks to CU's in this case I only know what's happening here at the CU I work for. During the interviews I had with some senior members, banks don't make them feel respected not mentioning that in Peru banks have a really bad reputation (I guess this is worldwide), but they're also aware that banks actually give a lot more options and features than the CU does. When it comes to savings these senior members prefer to keep them in the CU.

About the snow storm I hope it's not that bad. Here in Lima we have never seen snow and currently we're on summer, for us 30°C is really hot (I know that in other parts of Peru and even the world this is not a high temperature).

Spam
Photo of Margarita Briceño Malaga
Team

Hi Anne-Laure Fayard u can check our last prototype now upload on the refinemnt phase :D

Spam
Photo of Kate Rushton
Team

Hi Freddy!

I look forward to seeing how this idea develops in the refinement phase.

Spam
Photo of Freddy Shimabukuro
Team

Hello Kate!!

Thank you very much for your interest and constant support. We are already working to improve our contribution based on the given feedback and community support.

Spam
Photo of Kate Rushton
Team

I look forward to using your ATM :-)

Could the real person in the chat (the credit union employee) be able to see behind the person at the ATM? I am wondering if that could improve security?

I know I have mentioned security a lot but I keep thinking that every time I go to an ATM there is usually so much going on behind me that I can't see.
http://www.bankrate.com/finance/checking/10-consumer-tips-for-atm-safety-and-security.aspx

Spam
Photo of Freddy Shimabukuro
Team

I just had a chat with the marketing department, a long time ago they actually placed a concierge at one of our ATM's to instruct users how to use it, the concierge only had to guide the users until the menu for type of transaction, after that the users could only call the concierge in case of emergency. Some users who trust the credit union would tell the concierge "it doesn't matter if you see the amount, I need to know what to press", the latter is bad practice in security terms.

One thing I've been thinking about adding to our remote assistance prototype is to not allow the remote assistant to see any amounts or get any input like sounds, so they don't know how much money the user is withdrawing. Since the remote assistance should only cover ATM usage, but not the amount related actions.

The tips you include in your reference are useful and somehow, I hope in this prototype there's place to actually educate users about security issues while using these type of channels.

Thanks again for the constant feedback.

Spam
Photo of Margarita Briceño Malaga
Team

Hi Kate Rushton ! We just upload the improved idea after the refinment phase ��

Spam
Photo of moynul hoque
Team

this is a really awesome idea, cant wait to see the final design phase.

Spam
Photo of Freddy Shimabukuro
Team

Thanks moynul hoque we hope to get there!!

Spam
Photo of Margarita Briceño Malaga
Team

Hey moynul hoque  we just upload the final prototype :)

Spam
Photo of Margarita Briceño Malaga
Team

Great team work!!! :D :D

Spam
Photo of Roberto Davila
Team

Nice Idea, There are some efforts going on around the world to make banks more digital and user friendly take a look to this link
http://www.cisco.com/c/en/us/solutions/industries/financial-services/retail-banking/remote-expert.html

Spam
Photo of Freddy Shimabukuro
Team

Hello Roberto Davila 

Thanks for the valuable feedback. Indeed Cisco's been always one step ahead when it comes to innovation in these sort of technologies. I'm checking the link while replying to this message, maybe a bit off-topic but I find amazing how the malaysian bank's CEO and VP's while they're clearly not digital natives, they are committed to these new ideas.

What you provided is very helpful and it's exactly what we posted in the first version of the idea, now after research we have taken a turn but still related.

Spam
Photo of Huw morgan
Team

Good ideas here, I think too much has turned into just cold machines now, bringing a nicer side to something seen as untrustworth is a great idea, really wish you luck in the future.

Huw

Spam
Photo of Freddy Shimabukuro
Team

Hello Huw morgan  

Indeed these machines bring a lot of convinience to people but we forget that there's a sector of people afraid of them. With this idea we attempt to bring people closer in a more secure way.

Thank you for your kind wishes!!!

Spam
Photo of Kate Rushton
Team

Hi Freddy and team!

I hope you are having a good start to the year.

What are the next steps for your team? What sort of feed back have you received on the idea?

I just want to highlight the example of Vykarious - a finalist idea from a previous challenge - with a great example of customer feedback.

https://challenges.openideo.com/challenge/end-of-life/top-ideas/vykarious

Spam
Photo of Freddy Shimabukuro
Team

Hello Kate, good to hear from you. I hope you're having a good start to this new year aswell. Actually with the addition of Michael Lowell to our team, the process for building the idea is taking shape. Tomorrow we'll make an update on Personas and the value proposition, because we're building into other's ideas.

About Vykarious I just have to say wow, it's great. People willing to share experiencies to people who want to live them.

Spam
Photo of OpenIDEO
Team

Welcome to the Refinement phase Freddy and team! We've added new Refinement questions to your original submission that we'd love for you to answer. Please check out the Refinement Phase Toolkit for instructions on how to answer the new questions and other recommendations we encourage all idea teams to consider in the upcoming weeks.

Refinement Phase Toolkit: http://ideo.pn/2du9sf7

Lastly, here's a useful tip: When you update the content of your post, it'd be helpful to indicate this in your idea title by adding an extension. For example, you can add the extension " - Update: Experience Maps 12/21" to you idea title. This will be a good way to keep people informed about how your idea is progressing!

Spam
Photo of Kate Rushton
Team

Hi Freddy!

Have you thought about how to ensure that the ATM is secure and how to assure 50+ users that this ATM is secure?

Their fears around cyber security are mentioned in these research posts: Interview with a 50+ physician @Interview with a Call Center Employee - https://challenges.openideo.com/challenge/financial-longevity/research/interview-with-a-call-center-employee

Spam
Photo of Freddy Shimabukuro
Team

Hello Kate Rushton 

Good to hear from you again. Thank you for the valuable feedback, we're taking these contributions into consideration to build our idea.
Most cybersecurity concerns are quite valid by senior users, since they really take risks different. One of the things to give customers more confident about it, could be education. This education has to be simple enough to explain how to use these parallel channels properly (ATM's, mobile and web apps, etc.)
Thanks again for the contributions Kate, I'm surprised this being my first contribution the feedback and interaction has been great so far.

Spam
Photo of Ayaz
Team

I love the whole idea of ATM . good work 

Spam
Photo of Freddy Shimabukuro
Team

Thanks for the feedback.

Spam
Photo of OpenIDEO
Team

Congrats on this being today's Featured Contribution!

Spam
Photo of Margarita Briceño Malaga
Team

Thank you OpenIDEO we are super exited!! :) all the @Lima Chapter will support with contributions :)

Spam
Photo of Ozgecan Aydin
Team

Hi Freddy and team,
great idea! All i was wondering was what sort of research did you do to lead you to this concept? I think if you briefly explain and back up where this end point came from it will better the idea.
Good Luck!

Spam
Photo of Margarita Briceño Malaga
Team

Hi Ozgecan Aydin 
For the research we used interviews with elder people and also the experience we had helping our own parents manage their personal finance. We identify that people are very afraid of any operation, because they are afraid of tech and also because of the lost of sight many elder people suffer from.

Spam
Photo of Grant Hofmann
Team

Hey Freddy! I love the personal touch that your idea brings to electronic banking, very clever! It's a touch more personal than what I was proposing with a web app, which may be a much better stepping stone in building trust in people who are not used to the idea of financial institutions not having a human face. I was wondering, and this is something I've been mulling over with my own idea as well, how would you consider staffing a service like this? Would you use IT professionals like yourself who happen to have experience in financial institutions, or would you opt for using experts in finance and training them to improve their technical skills?

Spam
Photo of Freddy Shimabukuro
Team

Hello Grant Hofmann 

Thanks for the feedback, this idea was a really great team work effort. I hope I'm answering your question, as usual it would have to be a mix of both, first of all the proper technological support would have to come from IT professionals and the assistance would have to come from client attention staff. IT professionals have to make this simple for both staff and clients, while the staff has to take care of the language and indications in order to give the client a smooth experience.

Hopefully, since this is hypothetical, the users will eventually gain independence by reducing their fear of interacting with these technologies. As @Bettina Fliegel mentioned it would be great to make this an inexpensive prototype by allocating staff near the ATMs to give this assistance.

As a side note, a Fintech doing a good job on this trust thing although they still work on it all the time is www.simple.com, they have no physical branch offices, but mostly their target seems to younger generations. Also I'll be checking your contribution.

Spam
Photo of DeletedUser
Team

DeletedUser

Hello Freddy and team, I really like this idea of providing simple software as it could be implemented for all age groups. However, I was wondering how you would get over 50s to choose to use the ATMs to begin with. From research my group and I have found is that the older generations prefer to have a set routine through the use of interviews https://challenges.openideo.com/challenge/financial-longevity/ideas/dreams-change/
Do you think this idea could be taken a step further and distributed on other technology platforms to maintain finance such as smart phone apps and PC online banking services?  

Spam
Photo of Freddy Shimabukuro
Team

Hello @DeletedUser 

Thanks for the feedback, I was also checking your contribution and I think you've found a good insight about their real concern being their children's financial future, rather than their own. 

Coming back to your question, the team thought of the ATM as the most friendly of the digital channels as a starting point. It could be taken to other channels such as web and mobile, if possible to take it to a point where the user only has to press one button to access this assistance, one of many things we also noticed in 50+ people is that many of them (not all of them) have troubles finding other apps such ass Hangout or Skype for example (which in this case would allow the video guidance), let's also consider people might not have configured these apps, so it would discourage them to keep going forward. I really hope this answers to your question.