Evaluating the Human-Computer Interaction Problems with ATM Interfaces

Abstract

ATMs are a type of equipment that uses a more managed method to provide customers with financial services. Almost all government and non-government banks have ATMs, allowing millions of people to get cash. For a wider adoption of ATM services in Bangladesh, ATM interfaces need to be usable, user-friendly, and easily accessible to the general public. The goal of this study is to evaluate the usability of ATM services and make design recommendations for improving their usability from human-computer interaction (HCI) perspective. To achieve these goals, the usability of five different bank ATMs currently operating in Bangladesh (DBBL, City, Brac, Islami, and AB Bank) was assessed using Heuristic Evaluation and User Evaluation approaches. The studies found that each ATM has a number of usability issues. The severity levels of these difficulties ranged from Minor usability problems (level 2) to usability catastrophe (level 4). They were primarily connected to design, help documentation, error management, user control, freedom, and the like. The survey responses showed what users really wanted based on the situation and how they interacted with the interfaces. The survey revealed that all ATM interfaces have various usability concerns to fix.