Problem
Administrative ATM screens for setting, and money supply lacked user-centric design and validation. Bank staff faced confusion and delays due to the non-intuitive design of the ATM setting options, impacting the availability of ATMs and causing time consumption.
Project
Investigate bank employees' operations and redesign the flow to meet their needs with a modern, intuitive interface.
‍
Role: UX Designer - Scrum master
Duration: 3 months
Methods: Interviews, Prototyping and Usability Test.
Tools: Google drive, Invision,and Jira

Optimize time

ATM design - Redesigning the experience of the ATMs setting options.
Hyphotesis
Improving the information architecture will expedite bank employees' operations and increase efficiency.
Roadmap
The entire project had a deadline of three months to be implemented, with a design process deadline of two sprints (1 month).
Utilized Jira and an agile framework with a multidisciplinary scrum team of 7 members.
Roadmap
Research
- Conducted user interviews with bank staff to identify pain points and improvement areas.
Interview's questions
- Mapped the current situation with a sitemap and compiled all screens.

- Created user personas to foster empathy and understanding within the team.
User persona - administrative employee
User persona - technical employee
Redesign process
Card Sorting Session: Conducted virtual card sorting sessions to address information architecture issues. The most important insight was that the options must be divided into two profiles based on user personas.
Sketches: Designed main menus for each user persona.
Menu sketches
Mid-Fi Prototype: Validated categories within profiles.
Mid-fidelity sketches
(This image is a translation of the original interface since it is in Spanish.)
Usability Tests: Evaluated user perception of the new interface. Assessed term clarity and ease of performing common tasks. After the tests, incorporated user feedback to refine the design.

Findings:
- Clarifications needed for technical profiles.
- Text size concerns
- Understanding of terms
- All users mentioned the ease of finding their options in one place.
User's comments
Final product
Incorporated test findings, resolved pain points, and added brand colors.
Materials delivered to developers with continuous follow-up during the development process.
After the implementation, we had a successful QA testing with bank staff in a laboratory environment, and suggested a communication campaign to prepare employees for the new interface.
Hi-fidelity prototype
(This image is a translation of the original interface since it is in Spanish.)
Real users in laboratory
Results
Time Optimization: Up to 50% reduction in procedure time.
‍ATM Availability: 2-point increase in ATM availability for customers.
‍Error Reduction: 25% decrease in configuration errors.
Learnings
The Power of User-Centric Design: This case study demonstrates how neglecting user needs in the initial design can lead to significant inefficiencies and delays. By prioritizing user-centric design the project achieved remarkable improvements. This highlights the importance of understanding users' workflows and pain points to create truly effective solutions.
‍
‍Information Architecture Matters: Confusing navigation and organization can significantly hinder user performance. The card sorting session and focus on information architecture in this project show how optimizing the structure of information can dramatically improve ease of use and task completion time.
‍
Real Hardware Verification Matters: While digital testing is crucial, don't forget the testing directly on ATM hardware in a lab environment, mimicking real-world user interactions. This emphasizes the importance of testing not just on screens, but on the actual hardware your users will encounter.
© 2024 built by Fiorella Falconi
Linkedin