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WebWord Weblog Posting Posting Date: April 28, 2003 Humanizing the ATM (Baltimore Sun) -- "Research performed by both Citibank and NCR showed that most customers are more concerned about the location of an ATM - how close it is to their home or workplace or stores."
Reader Comments...
Hey, this is the first mention of John Carroll I've seen on the site. I just finished Nielsen's Usability Engineering, and I want to next read Carrolls Nurnberg Funnel, which was mentioned favorably in Nielsen's book. I agree that ATMs need a few tweaks. On the ATMs I use, after you scan your card, it prompts "Enter your PIN and press this key". I sometimes press the indicated key before entering the PIN, and then I have to wait for it to print a rejection notice, and then scan my card all over. I think I make this mistake over and over mainly because I just gloss over the relatively difficult part of entering the number, and lunge at the easy "Press this button". The rest of the transaction is this rapid succession of button pushing, so I am preconditioned to do that. Why can't it separate the two actions, first prompting to enter your PIN, and only after it is then entered, give the "Press this key" prompt? Or even better, realize that PINS are always four digits and just go right to the next step of selecting a transaction type with no intermediate step required as soon as the 4th button is pressed? Until this is done, the stuff mentioned in that article is like a dancing paper clip to me. I agree with Carroll, I just want logic and efficiency, and then to get the heck out. That is what leaves me with a satisfying feeling. Posted by: Ralph on April 28, 2003 12:48 PM
Sorry, it was Schneiderman who said people just want efficiency, not Carroll. Posted by: Ralph on April 28, 2003 12:50 PM
Ralph, John Carroll and Ben Scneiderman are closely linked on the userati list. ATMs cause me problems when they are inconsistent. Some will ask for PIN plus ENTER whilst others will just say ENTER PIN and will not expect a tap on the ENTER key. Posted by: Mac on April 28, 2003 01:07 PM
I don't need it to be friendly; I just wish my bank would realize I've never chosen the "espanol" option and would be happy not to have to go thru choosing "english" every time I get cash. Posted by: Beth on April 28, 2003 02:30 PM
I've always assumed that the interaction flow on ATM was designed such that the entire transaction can be batched up and sent at once (system efficiency rather than user efficiency). If you mis-key your PIN, you still go merrily on making all the numbers only to be told later that your pin was wrong. What I hate most about the ones we use (besides always having to indicate English) are the 2 sets of buttons - next to the screen and the keypad below, and that the confirmation button is in different places for different steps. Bank ATM's aren't nearly as annoying as the POP card readers types, which seem to be different *everywhere*. Posted by: Boyink on April 28, 2003 04:34 PM
I guess Evans never saw
Beth - I'm with you on choices it should remember. Also, my bank even gives me choices I shouldn't have to make - such as, 1 - Primary Savings You've probably guessed I only maintain 1 savings account. Other ATM's never need this data; and I _have_ delayed myself by not paying attention to the question, until I look down annoyed my money's taking so long.
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