How might we allow customers to access an ATM securely without a physical card?
Improving the ATM experience by allowing a customer to authenticate through the mobile banking app at a physical ATM.
Role
UX Design
UI Design
Goal
Improve the ATM experience through authentication via mobile
Explore secure auth technology from mobile to ATM network.
Design digital access to an ATM.
I created multiple user flows, visual design elements for integration into the existing mobile experience, and worked directly with the development team to test and validate the concepts designed.
Planning Phase
Stakeholder Meeting
The business strategist and I met with the SMEs from the ATM business. We learned about the current solutions and how they wanted to enhance the current experience.
Research
The first step I took was to go down to the nearest ATM and use it. Mapped out the steps the user goes through to withdraw and deposit funds. I explored all the current functionality of the ATM.
I also explored the current mobile app design looking for the most relevant features to the ATM functionality we were looking at.
I took these findings back and started brainstorming with our developer and business strategist on how to create a seamless sign in experience to withdraw and deposit funds on a mobile device.
The business strategist and I outlined the following goals:
Allow the ATM to recognize the presence of a mobile device.
Use mobile device to authenticate on ATM via biometrics.
Use mobile device to pre-stage ATM transaction.
Use mobile device to perform ATM functions while in proximity of ATM.
Use mobile device to confirm transaction at ATM, teller, and banker desk.
The mobile developer was tasked with exploring the best technologies to securely allow the user to login.
Design Phase
I created a user journey flow to go over with the ATM team.
I then created the screen flow for the added functionality in the mobile app. I did some guerrilla testing with other team members to validate the functionality. The hardest part was finding people that saw value or a need to visit an ATM.
Account landing screen, ATM actions, Quick action confirmation
Queued transaction, viewing transaction, transaction list
Get Cash, choosing bills, confirmation list
Deposit, keyboard input, multiple deposits
Implementation Phase
I provided the mobile developer with UI for a testing app so we could run multiple scenarios in a test environment with a prototype ATM . Together the developer and I analyzed and validated the technology and workflow.
Closing
We presented the results to the ATM team with great enthusiasm. The ATM team conducted their own user testing sessions and received very positive feedback.
On the technology side, a timeline was created to roll out tap technology to the ATMs. Until then the ATM team decided to go with the optional step of a pin number for the first iteration, that is available to customers now.