Design for People - ATM Re-design

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RIENTRO An Inclusive Re-design of Automatic Teller Machines.

THE PROPOSAL

AT M I am Independent and able!

Rientro depicts the indent allowing disabled to enter, thus the name of this project signifies accessibility. Meticulous research gave an intriguing glimpse into the struggles of wheel-chair users in relation to their interactions with the ATM. The strain and tension it imposes on them can be tactically relieved with a re-design that is highly inclusive to this user-group. This proposal suggests of re-arranging the internal mechanisms of the ATM in order to relieve space below the screen. An indent, that allows the wheel-chair user to move inwards, bringing them closer to the screen for smoother usage of the service.

This idea will create a safe space for the disabled and encourage wheel-chair users to use the ATM. It will give them the freedom of independence and protect their privacy. Simultaneously, this proposal aims to push forward the usage of a braille-embedded glass over the touchscreen. This creates a user-experience that is constant from a visually impaired individual to any other user. There are various other errors such as a visually impaired individual’s confusion with the which ATM company they have approached will be tackled in this re-design.

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USER GROUP

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Wheelchair Users There are around 1.2 million wheelchair users in the UK (NHS, 2018). Most of which avoids using the ATM due to the strain it imposes on them. The magnitude of the problem was understood after discussions with groups of disabled individuals.

They reiterated that they were embarassed to use a mojority of ATM’s as it was out of their reach and their mobility limited their body movement. Thus they resort to avoiding the ATM. The intended proposal aims to enable wheelchair users to use the ATM comfortably for the current and the future generations.

Able User There have been countless incidents where an able users experience is hindered in the process of making design more inclusive in the U.K. Through case studies, it was realised that there are ATMs that are designed too low in order to be accessible for the disabled (Daily, 2014). This however hindered the financial interactions with the elderly and the abled user. Thus with this proposal, it aims to offer a solution where the an abled individuals relationship with their services is not obstructed in any manner.

Visually Impaired There are around 2 million individuals with sight loss in the UK (Transversal, 2018). This proposal enhances their experience by standardising user movement with that of the abled. One of the issues that individuals with visual impairment face is that they do not recognize the company of the the ATM and do not know if it is the one they hold an account with unless they realise through trial and error. This redesigned ATM aims to be highly inclusive to the blind and partially blind.

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FEATURES

Building on Existing Innovations Name of the company inscribed in Braille.

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Reflective Mirror allows the user to be cautious of surroundings.

Audio port that protrudes for easy identification. It is also labelled in braille.

Debit/Credit Card Slot, Cheque Reader and Reciept printer all in an order as it matches a blind users touch points. This order was formulated to avoid commotion in behavioral pattern (hand movement). These slots are labelled in braille and english.

Contactless Area, allowing easy access to finance.

Cash Deposit and Dispenser. The bottom and the right of the ATM has been used to allow clear instructions to be given. Example; Pick your receipt from the third slot on the right of the ATM.

Novel Concept Designs: Force touchscreen that incorporates protruding Braille sheet. Through research it is found that currently the mix of touch and buttons lead to a chaotic movement. Thus, the touch-screen provides smooth movement while simultaneously enhancing user experience. It unifies user-experience and ergonomics regardless of their visual capabilities.

The indent in the wall aims to allow the wheelchair user to wheel in to be closer to the ATM while using it. The viability sought only after carefully analysing the measurements of all types of ATMs in relation to user related measurements. This feature encourages wheelchair users to use the ATM.

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RATIONALE I

Analysing Hand Movement of Visually Impaired Users Current Day ATM

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These patterns depicts a users hand-movement of the process of cashing a cheque in an ATM thats currently available. It was analysed through observation and self exploration.

Chaotic Movement: For a visually impaired individual, this system clearly creates chaos and disturbs a smooth flowing process due to the scattered positioning of the slots. The receipt printer is on top while the audio port is at the bottom, even though users tend to move from top to bottom.

Poor Instructions: It is also important to note that no instructions in Braille are embedded in majority of the ATMs. Poor Identification of ATM brand: User research suggested that visually impaired users find difficulty in identifying the right ATM for their banks.

Exclusive Design Elements: Visually impaired users only use the buttons whereas the touchscreen goes unused.

There is an uneveness here in inclusiveness.

Braille Embedded Touchscreen

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These patterns were analysed through exploration and testing using the physical prototypes that have been built, it depicts the journey of the visually impaired users hand in the redesigned ATM as they cash a cheque.

Orderly Movement: It can be seen that there is a clear pattern in movement throughout the machine and it is in an orderly fashion. The user first touches the head board and identifies the bank, then moves towards the right board from top to bottom, navigating with ease.

Closely Packed for Familiarisation: All the major touchpoints are closely placed for a visually impaired user to familiarise themselves better with the available slots.

Easy Identification: Due to the brand name embedded on the first major touchpoint, users will identify the bank instantly.

Inclusive Touchscreen: The braille embedded touchscreen allows no room for discrimination in usage and makes this ATM fully functional to all types of users. It requires slight force to activate, thus it removes any room for error while touching the screen.

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R A T I O N A L E II

Current Day ATM Imposed Strain: Through interviews and group forums of disabled people, it was learnt that this user group has great difficulty in stretching toward the ATM. This is due to impairment in mobility of parts of their bodies such as hands and back.

Avoidance of ATM: In a group discussion with disabled individuals, it was discussed that some felt embarassed to use ATMs and sought to alternatives such as avoiding cards and only dealing with loose cash and cheques.

Dependence: It was also understood that the older wheelchair users mobility was far more impaired and they heavily depended on other individuals to access their finance on ATMS. Feeling of exclusion: Through the group forum, a brainstorming session was also initiated which gave insight into an emotional side of wheelchair users, where they felt they were not included in any of the design initiatives.

Re-designed ATM

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Establishing Ease: The intended design is an indent where the wheelchair user moves in to reach the ATM machine with the much needed ease. This design takes into consideration ones mobility impairments and leaves no room for strain.

Viability: The design was only considered after averaging machine measurements in relation to user related measurements, this will be depicted in the paper prototyping board.

Thus it is a viable solution that can be incorporated.

Riddance of Dependence: This idea is bound to make a significant impact and allow aged users to attain the freedom of independence while using financial services.

Increasing ATM Usage: This mechanism also invites more users to start using the ATM by eleminating the embarassment factor.

Safeguarding Privacy: Overall, this idea was discussed with a caregiver who suggested that this idea would enhance the privacy of the wheelchair user as they would not depend on anyone for accessing ATMS.

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DESIGN PROCESS

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SECONDARY RESEARCH

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Defining Financial Inclusion The first step I underwent is that of secondary research. Voracious reading into articles and journals led me to draw conclusions on the issues revolving around financial inclusion and defining the term in itself. These are some relevant findings: Financial Preference: 50% of those who have a bank account prefers to manage finance in cash.

Satisfaction Levels: Customer satisfaction levels in the UK are below 60% in the four largest providers Need for a Bank Account: Only 50% of the unbanked individuals would like to start a bank account.

(Financial Inclusion Commission UK, 2018)

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Wheelchair Users Next a user group was chosen and the magnitude of the problem was analysed. I chose wheelchair users as I had first-hand see a situation where an individual tried to access cash with much unneeded strain. These are a few numbers I drew from secondary research: Number of Disabled Individuals: There are 1.2 million wheelchair users in the UK (NHS, 2018). It is important to note that a small percentage of this are children, however we need to find eternal solutions for the coming generations as well.

Fettering Solutions: Articles have shown how accessibility solutions for ATMs have obstructed the abled users interactions with the ATM. The most common solution is building an ATM very low, which exerts strain on the elderly (Daily, 2014). It was important to think of a solution that was genuinely inclusive.

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Inclusive Research Further research was needed to highlight other user groups needs, as I had already decided to re-design the ATM machine. This step incolved looking into issues of the visually impaired closely, to create a design that was applicable to them. These are insights drawn from the readings:

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Number of Visually Impaired Individuals: 2 million in the UK (Transversal, 2018). This being a huge number needs to be taken into consideration while designing any service.

Current Solutions: This includes having audio incorporated in ATM’s, however very few ATMs have braille incorporated in them which is unfortunate.

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PRIMARY RESEARCH 4

Interviews In Lancaster town, I conducted 3 interviews with individuals using wheelchairs and these were the insights I recieved: Person A: This individual was over 75 years old. He was heavily dependent other people to draw cash from the bank. This stripped him for independence and privacy. The underlying reason of his dependence being the fact that he found it difficult to reach the ATM. Person B: A middle aged woman, who gave insights into how many persons in wheelchair has problems with their backs and other parts of the body. This mobility issue inturn affecting their interactions with services such as the ATM. Person C: This individual found a difficulty in stretching towards most ATMs as well, he suggested that he had to turn sideways to be closer to the screen. Which once again tampers with their mobility.

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Focus Groups I found an online community of only disabled individuals. I decided to communicate as a group where ideas were shared and experiences are shared. There were the key insights: Emotional Aspect: Many individuals in the forum were rather emotional and suggested that majority of the services are not built for them.

Alternatives: They said they were embarassed to use most ATMs and in order to hide the struggle, some avoided using the bank due to this and resorted to handling finance in cash.

Drive Through: An individual who was internationally located said that drive through ATMs were a boon to him. However drive through ATMs in the UK do not exist as of yet.

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Observation In Lancaster town there are multiple ATMs in the same street. I observed the ATM use in the streets. These are the key insights: Uneasy Interaction: The wheelchair users must turn their bodies and place their wheelchair at an angle for easier access to be closer to the screens The above mentioned issue relates to my previous findings where they have mobility impairments which hinders a smooth interaction with their financial dealings.

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IDEATION 7

Brainstorming The first crucial step that I underwent during ideation is brainstorming. Many ideas were revised before I finalised the indent idea.

These are a few ideas generated through brainstorming: Ramp for elevating the wheelchair user, however I realised this would obstruct pathways.

A platform that would raise itself at the push of a button. However, this would create room for huge errors and accidents. It is also technologically advanced.

An ATM thats lower on the side separate from other ATMs only for the disabled. This however removes the element of standardisation from the user experience.

Finally I decided to create the Indent and started brainstorming the other features of the ATM such as the braille embedded keypad and the arrangement of the ATM.

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Bodystorming Bodystorming and brainstorming went hand in hand. I was constantly using myself to make concious decisions.

Bodstorming is a technique where the body is used in a setting where the product is imagined to be existing. Thus it helped me draw insights into comparing distance, positions and convenience.

Bodystorming was key to my final idea as I realised the comfort in using computers when I could move into the table while using it.

I experimented in multiple positions in order to reach a particular area. I tried reaching the a screen while my body was turned, or when my body was from a reasonable distance.

Overall, bodystorming is a process that was engaging and active and helped me ideate in a more realistic setting.

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Quick and Dirty Sketching

Quick and dirty prototyping released the idea from a veil of ambiguity and gave clearer definition.

I explored dimensions to check viability of the idea.

Through quick sketchings I was able to visualise an individuals visual fields in relation to their position.

These helped me analyse user-related measurements in relation to ATM related measurements.

It also assisted me in visualising an individuals comfortable reachzones.

All this information was later organised into delivering my final proposal.

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DEVELOPMENT 10

Paper Prototyping One of the first steps the preceded cardboard prototyping is that of paper prototyping.

This step helped me visualise my idea in a physical space in a minimized style.

It assisted me in planning how I would create a cardboard prototype which would be of real size.

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Cardboard Prototyping Carboard prototyping was one of the most crucial stages of my design process.

This stage provided a semi- accurate representation of my proposal.

It helped me design the position of the features more accurately.

The most important boost this step assisted in is where it could be tested. I tried using this protoype myself using a rolling chair. The ease was felt and that aspect of this prototype was successful.

I also tried several patterns of placing the features until I finalised on the order which was most suitable for visually impaired individuals.

Finally, I made my friend who was visually impaired test out the prototype to analyse her hand movement to draw out patterns.

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Error Analysis

Possible Errors in the Design

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Possible Response

ATMs from companies such as Santander has built their ATMs around glass instead of brick walls. It might be potentially difficult to establish the proposed design in such establishments.

There was no possible solution that I could think of for this issue, however most other banks have built their ATMs on brick walls. Also banks such as Santander could adopt this proposal in future designs.

It could possible be very expensive and difficult to alter existing ATMs.

This proposal can be a viable solution for future manufacturing of ATMs.

Large electronic scooter-like wheelchairs would experience the design differently.

Individuals in larger wheelchairs are more at ease in reaching the ATM than ones in smaller wheelchairs. However this proposal can be further developed and altered to accomodate everyones needs.

Feedback To conclude my idea, I decided to explain my proposal to a caregiver of a person who used a wheelchair. Him, being an elderly person and my friend, I was able to discuss this idea in an informal setting. He reiterated with the following insights: He suggested that this idea would be very useful for him personally, as his father being a wheelchair user is very dependent on him and his brother to use the ATM for him.

He also said that his father is not able to use financial services when he or his brother are busy. This confirms my previous findings where I mentioned that individuals in wheelchairs being highly dependent on others for using ATMs.

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Finalisation Finally, I organised all the data I collected in an orderly way as the next step was delivering this data through these boards.

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DELIVER 15

Digitalisation The final step was conveyance of my idea through these boards. It was necessary to draw and actualise the indent digitally. For this representation I used Adobe Illustrator. My basic layout of the indent remained constant, however the colors and styles was undergoing change. This step was important as it depicts an individuals experience with my design.

The first draft started off with colors that complented each other uneasily.

The Indent was not of primary focus and there was lots of breathing space.

Altered the colors to ones that are more soothing, and added two lines explaining the idea. This was however unneccesary for the Hero Image.

Finally, I got rid of harsh lines, and incorporated more proffessional colors. Also highlighting the Indent, while reducing the number of lines written about the proposal.

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CONCLUSION

To conclude, this proposal will bring about a massive change in the way accessibilty is seen and carried forward. As this design eleminates the need for separate ATMs for the disabled and is inclusive initself without hindering an abled individuals user experience.

Thus it adheres to the key principles of Universal and Inclusive Design. The principles are as follows: Simple and Intiuitive use The Indent does not require any special instructions or specific knowledge and is very easy to understand and utilise intiutively.

Equitable Use A mentioned before, individuals from all user groups can use this ATM with ease and this proposal does not stigmatize any type of users.

Perceptable Information

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This design communicates all necessary information that must be communicated smoothly, regardless of an individuals sensory abilities. As seen with the positions of braille.

Tolerance for Error This design does not pose any threat to an individual and will not cause any unintended hazardous accidents.

Flexibility in Use There is a flexibility established with the incorporation of braille and audio. Also, the indent can be chosen to be used or to not be used for individuals with larger wheelchairs.

Low Physical Effort The efficency in this design is clearly highlighted and can be used with minimum effort, especially for those with severely damaged mobility.

Size and Space for Approach and Use This principle emphasizes on having enough size and space for approachability, use, reach regardless of an individuals body size, posture and mobility. This is exactly what my proposals aim is as well. For the ATM to be used of individuals with all kinds of mobility.

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REFERENCES Center for Universal Design (1995), Principles of Universal Design, Center for Univeral Design, North Carolina Daily. (2014). How low! ATM for wheelchair users blasted for being at the wrong height. [online] Available at: https://www.dailystar.co.uk/news/latest-news/371302/How-low-Nottingham-ATM-for-wheelchair-users-blasted-for-being-at-the-wrong-height [Accessed 6 Mar. 2018].

England, N. (2018). NHS England Âť Improving Wheelchair Services. [online] England.nhs.uk. Available at: https://www.england.nhs.uk/wheelchair-services/ [Accessed 4 Mar. 2018].

Financial Inclusion Commission UK. (2018). Financial Inclusion Commission. [online] Available at: http://www.financialinclusioncommission.org.uk/facts [Accessed 5 Mar. 2018].

Flaticon, (2018). Free vector icons - SVG, PSD, PNG, EPS & Icon Font .... [online] Available at: https://www.flaticon.com/ [Accessed 10 Mar. 2018].

Transversal, A. (2018). How many people in the UK have sight loss? - RNIB - supporting blind and partially sighted people. [online] Help.rnib.org.uk. Available at: https://help.rnib.org.uk/help/newly-diagnosed-registration/registering-sight-loss/statistics [Accessed 5 Mar. 2018].

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