ANDREW FLYNN NCR
Current System USERS
INSERT CARD
PROCESSING DETAILS
ENTER PIN
SELECT SERVICE
SELECT AMOUNT
CARD EJECT
REMOVE CARD
TAKE CASH
INTERFACE The typical ATM, a design that hasn’t changed since the sixties. The public interact with them on a daily basis yet they are often seen as ugly and inconvenient.
ANDREW FLYNN NCR
50s TRANSACTION
To begin the project I firstly needed to identify who uses ATMs and how they use them. At first glance it would appear that everyone uses ATMs for the purpose of withdrawing cash.
Street Survey ATM USER SURVEY 1. Why did you choose this ATM over others?
THE STREETS In order to fully understand user behaviour at ATMs I felt it was necessary to go out and conduct a live street survey. I feel as an initial step of research this proved to be far more useful than sending out an internet based survey. Feedback was instant, I was able to talk to a massive range of users and above all the act of speaking to someone just after they had used the ATM gave me invaluable insights into they’re particular user habits. RUN DOWN
LARGE QUEUES
2. What services did you use on the ATM? 3. Do you feel comfortable using ATMs? 4. Do you carry out the same transactions each time? 5. Would you like any additional services? 6. Is there anything you would change about the ATM you used today?
INTERNAL ATMs
GROUP AT ATM
During the street survey i targeted a range of different ATM locations, attempting to talk to as wide a range of audience as possible. One thing that became apparent when asking “why did you choose this ATM over others?” was, very few people had a reason other than, “it was the closet”. This is due to the fact that current ATMs all look virtually the same. Very little distinguishes an NCR ATM over a competitors ATM. After two days of conducting street surveys, the data was condensed and insights gathered.
WHICH ATM?
ANDREW FLYNN NCR
User Feedback MALE 73
FEMALE 19
FEMALE 30
ATM Service
Personal Requirements
Concerns
• Withdraw cash
• Well lit area
• Afraid of the dark
• Fast transaction
• Busy surroundings
• Thieves
• Check balance
• Cover pin
• Locating ATM
• Convenience
• Company they trust
• Long wait
The orange post it notes represent certain personal requirements individuals look for in an ATM and its surroundings. The majority of people seemed to be cautious when it came to security, making sure they covered their PIN and checked their surroundings before using the ATM
The pink post it notes look at the concerns individuals have when using ATMs. When gethering these insights the one that struck me as being most interesting was the concern of using an ATM at night. This particular insight lead me to my next area of research - ATMs at Night.
The green post it notes have been use to summarise what the public look for in an ATM. In general it seemed people were looking for less instead of more. This completely goes against how current manufactures are designing ATMs.
ANDREW FLYNN NCR
ATMs at Night INITIAL NIGHT RESEARCH
ENVIRONMENT
To explore the user insights I had gained from the street survey I took to the streets to explore the world of ATMs in a night time environment. These photos were documented between 11.30pm and 12.30am. What instantly struck me was the vast difference between a day and night environment when using an ATM.
After observing the harsh change in environment I decided to go back and take a look at particular ATMs and how their environment changed between day and night. It is clear ATMs have been designed for 24 hour function but not 24 hour user interaction. DAY
PEOPLE OF THE NIGHT In order to fully understand user behaviour at night I decided to go out and observe ATMs being used at night. Being a city known for its bustling nightlife, Glasgow was the perfect place to conduct this research. I decided to target different ATMs near by bars and nightclubs to see how people went about withdrawing money. Every ATM transaction observed at night was purely cash withdrawal. In an environment where speed is key, having to wait unnecessary amounts of time to withdraw money does not make sense. People appeared edgy, constantly checking their surroundings and from speaking to certain individuals, locating ATMs at night can be a problem.
ANDREW FLYNN NCR
NIGHT
Design an ATM system that adapts to allow the user to carry out a streamlined transaction in a comfortable and secure environment at any time of the day.
ANDREW FLYNN NCR
Current System ADAPTABLE ATM
SOFT LIGHT DESIGN
INITIAL CONCEPTS From the insights gathered I created a range of initial concepts. These concepts are all designed to improve user interaction and security at night. I decided to take forth two concepts that I would use in combination to create a new product system. I chose Night adaptable ATM and the NCR Safe Locate APP. The reasons I chose these concepts were, I wanted to create an ATM that could adapt between a day and night environment and, I wanted to create a way the user could navigate and locate ATMs at night without feeling threatened.
RFID GUARD
NCR SAFE LOCATE APP
You are here
ANDREW FLYNN NCR
NCR APP NCR SAFE LOCATE
INFORMATION ARCHITECTURE
You are here
UNIQUE STYLE Designing an APP was great opportunity for me to explore a new area of design. Having not much experience with computer programming and animation software I used this a way to learn a new set of skills.
ANDREW FLYNN NCR
UNIQUE STYLE I designed the APP to enable the user to carry out three separate functions. The first and main function would be to locate an NCR night ATM. The APP would direct the user there in the quickest possible route. The second function is favourites. This allows the user to save an ATM location into the APP for future use. The third function would be a community section. This would allow user to rate and leave feedback on different ATMs for other users to view. This would ensure people aren’t wandering into the “wrong” area of town looking for an ATM PROTOTYPING Using a piece of software call iRise Studio i was able to preview my APP on an iPhone. This was a great way to gain user feedback as I was able to give the APP to potential users to try out. Through a process of iteration I began to design the APP around user needs. The process of designing an APP took longer than first thought. The final product needs further development which i plan to continue.
Current System UNIQUE STYLE
NO IDENTITY
I began by sketching concepts, focussing on the overall all aesthetic of the ATM. I decided to begin with a circle. By radically changing the appearance of the ATM, users would be immediately drawn in to the striking look.
From observing current NCR ATMs and their competition it was clear to me that none of them stood out as having a clear identity. In order to draw in users to use an NCR ATM the identity would have to be drastically changed.
Choosing this circular aesthetic I began to look at ways the interface could work. The sketch below demonstrates how the keypad could be used in a linear fashion round the foot of the circle.
ANDREW FLYNN NCR
INSTANTLY RECOGNISABLE
Current System CARDBOARD
BLOW MOULDED PLASTIC
TESTING
INTERFACE I felt it was important for the development of my design to begin prototyping early in the project. Creating a physical model was a great way to engage with the product, giving me an idea of the form and function of the product. By cutting a large circular circle into a sheet of MDF I was able to create a stencil for the blow moulded plastic. Hot air was blown from beneath the plastic sheet, up through the circular hole. This allowed me to create a half sphere, formign the profile of my ATM.
I began testing the interface design by playing around with the layout of lighting on the ATM and the process the user would carry out to withdraw money.
ANDREW FLYNN NCR
LINEAR KEYPAD
REGULAR KEYPAD
User Testing OPEN APP
CASH EJECT
ANDREW FLYNN NCR
HOME SCREEN
CHOOSE FUNCTION
WITHDRAW MONEY
LOCATE ATM
On arrival to the ATM the user is guided through a streamlined cash only transaction. The ATM adapts to the cash only function after a certain time at night. In this user journey the lights indicate which stage of the transaction the user is at. I soon realised this would have an adverse effect as it would also alert any potential thief when cash was being lifted.
The user would use the NCR Safe Locate APP to locate an NCR night ATM in a user rated “safe location”. The APP would give the directions to the ATM via the quickest possible route. The user would be able to leave feedback on the given route or area, saying whether it was safe or not, if it was slow or fast etc.
SELECT AMOUNT
ENTER PIN
CURRENT LOCATION
INSERT CARD
Environment DAY
Through my research and insights I decided that the ATM should be able to carry out all the current transactions an NCR ATM can do. Many people were happy with the current functions of ATMs. In order to appeal to a wider market these functions would be carried through to my new design.
NIGHT
From every ATM night user observed during my research every single transaction carried out was purely money withdrawal. It made sense to me to design a system that would adapt to carry out this purely money withdrawal transaction at night. The way the user interacts with the ATM would also changed. I wanted to design the ATM so that it would guide the user through the transaction journey, helping streamline the process. I decided to achieve this through the use of light guides.
Seamless VULNERABLE INTERFACE
SEAMLESS INTERFACE By making the internal profile of the ATM a sphere a seamless surface is created. Without the disjointed, broken interface it becomes impossible to place any foreign object onto the surface without it being instantly noticeable. This makes it very hard for any potential thief to hide a skimming device.
BREAK THE LINE The reason any object placed on the surface is so obvious is because of the break in the surface an object would cause. As the surface is continuously curving it also very hard to physically place on object on the surface without it falling off. SKIMMING DEVICE Studying a current ATM’s interface, it is clear to see there are countless surfaces and countours a skimming device could be hidden. This makes ATM’s more vulnerable to theft which makes people cautious and apprehensive when using them. This is particularly relevant at night. With poorer vision skimming devies can be harder to spot making people even less likely to use an ATM at night.
ANDREW FLYNN NCR
Interface EVERYDAY INTERACTION
THE KEYPAD
For the design of the interface I wanted to include a level a familiarity into the design. By looking at screen types that people interact with on a daily basis I was able to determine size and dimensions.
I felt keeping aspects of the design like the keypad familiar to the user was important.
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Cancel
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Clear
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Enter
0 SELECTED SCREEN I tested a range of current products on users asking them which screen they preferred and why. In the end it was decided that a screen similar to that of the iPad mini would be suitable for the ATM design.
ANDREW FLYNN NCR
Screen Interface
WELCOME
ENTER PIN
Please enter your card Please enter your PIN
SELECT AMOUNT
THE INTERFACE
£10
£80
£20
£100
£30
£200
£40
Other
Please select amount
After reaching the ATM the user is prompted to enter their card. The use of lighting would guide them to the card slot.
ANDREW FLYNN NCR
The screen would instantly change to the Enter PIN screen when a card was dected. The user would enter there PIN on the keypad, again guided by the use of lighting.
At night the ATM would take the user straight to the money select screen where the user would select how much money they want to withdraw.
The screen in built into a flat pannel at the back of the sphere. The ring round the screen would light up prompting the user to interact with the green buttons.
Final Design LASER CUT
OVERVIEW The ATM has an outer collar, an outer green ring, an inner green ring a keypad, a screen with buttons and a card and cash slot. The number of components is greatly reduced compared to current ATMs.
THE KEYPAD Keeping with a familiar keypad design, the colours have been altered to fit with the aesthetic of NCR. Having a familiar screen and keypad design makes the ATM intuitive and simple to use.
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Cancel
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Clear
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Enter
0 All the above components were the same files used to laser cut the separate parts of the ATM. Having not used the laser cutter much before this was a great opportunity for me to try out a new model making process in the workshop. All parts were cut with ease and the whole process greatly reduced the time it took to manufacture.
ANDREW FLYNN NCR
Final Prototype SOLIDWORKS
LIGHT CIRCUIT
HAND REST From my insights i decided to design to hand wrests into the side of the keypad. These guide the users wrist into a position that naturally covers the keypad and protects their PIN.
A solidworks model of the final design was firstly created ensuring the design worked in three dimensions. Rendering the final model also gave me a realistic view of what the ATM could like when finished.
COMPONENTS
LED LIGHTING
ASSEMBLY
Components were laser cut and essembled quickly. The kepad was embedded in a foam to produce a tactile feel for the user.
Building an electric circuit to control lighting was another new experience for me. Having little practical experience with electronics it was a great way to consolidate on theory learned at the university.
Assembling the ATM was a complex operation which required more than one set of hands, however due to precision model making the ATM came out like planned.
ANDREW FLYNN NCR
Final Prototype
ANDREW FLYNN NCR
User Journey APPROACH THE ATM
INSERT CARD
SELECT AMOUNT
ANDREW FLYNN NCR
ENTER PIN
WITHDRAW MONEY
NCR SLOW VULNERABLE FIXED REGULAR
USERS • Less is more • Cash only transactions • Vulnerable at night • Streamlined
ANDREW FLYNN NCR
NIGHT SECURITY Easy to hide skimming device, especially at night. ATMs can be used twenty four hours a day but do not adapt to the night.
SPEED
LOCATION
NIGHT
SECURITY
TRUST
PORTAL THE ATM Insert card
Enter PIN
Select amount
Take cash
THE APP Locate a safe ATM in a safe environment with NCR night APP.
ANDREW FLYNN NCR
NCR FAST SECURE ADAPTABLE ICONIC