Labs

Observation

In search of interactive technology being used in public, we went to the Chase ATMs on 14th St, observed people using the machines from afar for some time, then used the machines ourselves.

Even though for the most part people didn’t seem to face significant issues using the machine, we noticed that there was one problematic interaction occurring in the initial screen. Users don’t realize that they need to enter their PIN before they can interact in any way with the interface, and tap the “Main Menu” in vain. This could’ve been easily solved by giving the buttons an inactive state (e.g. gray color) before the user has entered their 4-digit PIN.

A better interactive experience can be achieved by adding a degree of personalization and persistence in the interface. The system could remember the user’s preferred language and prioritize the user’s most frequent action (which I’m assuming is “Fast Cash” for most people).