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Self-Service Plus: Assisted Automated Teller Booth

Entrant details

Entrant name

Alan Grincell

Entry details

Course and school where project was done:

Institute of Technology Carlow: M.A Industrial Design - Applied Research

Brief description of the project

My research project has allowed me to explore the experience of older adults interacting with self-service banking technologies, build empathy for their needs, concerns and most inspiring for me, discover their emotions. With that, I have designed a product service system that empowers Older Adults with the opportunity to develop and learn alongside the changing technological advancements within banking institutions.

The outcome of the work is a mixed design of self-service technologies and human transaction assistance which emotionally supports Older Adults interacting with the self-service ATM channel while also facilitating their independence through security and usability knowledge development.

How the design or solution can be used:

Financial institutions implement self-service technologies to reduce costs and add customer convenience. However, there are many customer segments that do not wish to move over to self-service technology’s and still prefer the traditional branch interaction of using a teller. Older Adults are one of these segments who are slow to migrate to the changes.

Older Adults are unaware of the personal benefits they could gain from the use of these technologies fewer depressive symptoms, feel less lonely and have better overall social resources due to interaction. Moreover, the economic conditions and security of Older Adults can be strengthened when they are empowered with physical access to services from financial institutions. This is very relevant considering banks want to encourage customers to use self-service channels because they are cheaper types of service outlets to operate. Financial fraud and crime with Older Adults is also relevant when it comes to interacting with these technologies. Without the right information, these users can be vulnerable to criminal activities.

At the heart of my research were Older Adults; their experience, needs, concerns and emotions interacting with self-service banking technologies. With that, I have designed a product service system that empowers not only Older Adults with the opportunity to develop and learn alongside the changing technological advancements within banking institutions, but also aid any bank customers regardless of their age, size, ability or disability who have the same needs, concerns and emotions while interacting with self-service banking technologies.

Self-Service Plus: The outcome is a mixed design of self-service technologies and human transaction assistance which emotionally supports users using with the self-service ATM channel while also facilitating their independence through security and usability knowledge development.

The product bridges the knowledge and emotional gap between the traditional teller-service and self-service ATM in and outside branches. It is a re-design of the standard in-branch self-service ATMs environment and user experience. Its purpose is to facilitate customers within the self-service migration of the banking industry by creating a shared environment and interaction point between customers and bank employees.

• The ATM’s environment is designed to be used side-by-side with a bank employee.
• The design creates a comfortable private environment designed to facilitate their education with self-service technology while being supported by a bank employee, allowing an opportunity to become independent and knowledgeable with self-service technology.
• The customer is emotionally supported because of the interaction and support from the bank employee and gains confidence using technology.
• Positive behavioural rituals and habits can be informed relating to personal / transactional security while interacting with the product.
• It will facilitate the progression onto other legacy channels of self-service banking such as phone or internet banking.

The product service creates a personal experience which provides the appropriate training and support to move customers across to self-service ATMs, with a customer focused approach. The product service system provides any user the opportunity to interact with a self-service ATM technology.

How the solution achieves at least 4 of the 7 Universal Design Principles and their related guidelines

Principle 1: Equitable Use
The design is useful and marketable to people with diverse abilities.

Self-Service Plus empowers not only Older Adults with the opportunity to develop and learn alongside the changing technological advancements within banking institutions, but also aid any bank customers regardless of their age, size, ability or disability who have the same needs, concerns and emotions while interacting with self-service banking technologies. The users if they wish can also make use of the privacy aspects of the design by use the product on there own. The physical design of the product is held to guidelines and standards of universal design.

Principle 2: Flexibility in Use
The design accommodates a wide range of individual preferences and abilities.

Self-Service Plus can be used by any user who wants to interact with self-service teller machines at their own pace in privacy. The user can also be assisted if they wish by a teller to develop their knowledge of the technology and also become more informed with changes and security matters within the banking community.

Principle 3: Simple and Intuitive Use
Use of the design is easy to understand, regardless of the user's experience, knowledge, language skills, or current concentration level.

The goal of Self-Service Plus is to remove the complex environment of modern self-service areas within financial institutions to benefit users who are not confident or emotional engaged with the technology. By doing this the user can focus and be guided through the interaction of using the self-service teller machine being supported by a teller who can prompt positive feedback in relation to how to use the product safely and successfully.


Principle 5: Tolerance for Error
The design minimizes hazards and the adverse consequences of accidental or unintended actions.

By having an employee assist the user interacting with the automated teller machine in a dedicated environment, the user has the opportunity to make mistakes and learn from them. The employee can also inform the user of any habits during the products use that has a negative effect on their security and safety.

Principle 7: Size and Space for Approach and Use
Appropriate size and space is provided for approach, reach, manipulation, and use regardless of user's body size, posture, or mobility.

The physical design of self-service plus was done so in coherence with the universal design guidelines and standards. The use of free standing chairs gives the choice, comfort and control to users (both customer and employee) while interacting with the automated teller machine. There is enough room (as the standards set) for wheel chair users, mothers with buggies and any user that needs space for maneuverability. When the user is complete the chairs can be pushed aside to accommodate the next user.