13 October 2016

Reflections on an ATM's User Interface Sequence

While at my local bank today, I had an unpleasant end-user experience with the user interface for their automated teller machine.

My goal was to deposit 10 cash bills into my account, an action I have performed many times before.

This series of lived-out Use-Cases started out well: a blinking light prompted me to begin by inserting my bank card in the adjacent slot. Very nice and clear. I entered my PIN on the large-button key pad and successfully and easily logged in.

Next, I used the touch-screen to select my action (Deposit), my account (Savings), and the deposit format (Cash). The ATM promised to count the stack of bills and determine the exact amount of the deposit.

That's where the problems began.