Applying a user-centered design methodology to develop usable interfaces for an Automated Teller Machine

Abstract

Developing an interface for ATM systems is a complex process. Among the issues of this process, are designs without a focus on the final user, a non-defined process, and missed time in meetings with new stakeholders every time. Because of this, one of the leading banks in Peru, BBVA Continental, in the context of its digital transformation, requested new methods and tools for the design of its ATM interfaces. In this sense, we proposed a new methodology, which involves a set of activities and the use of two techniques of user-centered design: storyboarding and video prototyping. This new proposal was employed to implement new features of the system and for the improvement of the current workflow and navigation. In both cases, we obtained promising results for the financial entity: a better time-to-market and a better satisfaction of the stakeholders.