Improvements in bandwidth and computing led towards a growth of technological solutions in services. Also, users developed expectations and skills in their interaction with technology. Despite web and mobile technology makes available a great deal of advanced and engaging apps (e.g., social and geo-localized), less-sophisticated and appealing systems (e.g., automatic teller machines, ticket machines) still represent the most widespread contact points between organizations (e.g., banks, transportation companies) and their clients. In this scenario banks are challenging a service innovation by introducing new services in their ATM. However, this increase in services does not seem to match an appropriate level of usability and user experience. The present work investigates the relation between usability and user experience in kiosk through a usability evaluation and a further redesign process for an ATM of an Italian major bank. The redesign process, centered on the users needs, was aimed to solve usability issues and enhance the effectiveness of the system and the overall user experience 1) by operating major changes in the original structure and 2) by introducing new profile-based functions. In order to test the effectiveness of design hypothesis, a prototype was developed and tested with a sample of users. Result showed an enhancement of user satisfaction and a reduction of the error rate mainly due to the introduction of profile-based functions.
['Marco Camilli', 'Massimiliano Dibitonto', 'Alessandro Vona', 'Carlo Maria Medaglia', 'F. Nocera']
User-centered design approach for interactive kiosks: evaluation and redesign of an automatic teller machine