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ABSTRACT
Humans are unable to effectively handle machines that have poor interface and interaction patterns. The Automated Teller Machine (ATM) is one of the machines that is most frequently operated by a wide spectrum of people. Hence, it is common to apply Human–Computer Interaction (HCI) technology in the design of ATMs. User–ATM interaction, however, has barriers such as a user’s working memory limit, lower literacy level, or lack of awareness and access. Moreover, the diversity of interfaces hurt user motivation, perception, and experience significantly. For example, each bank has its own ATM design targeting its customers only and, thus, when clients of other banks come across such a machine, they suffer from cognitive burden and commit many errors. To this end, we conduct an analytical survey of ATMs used in Pakistan through user analysis and heuristics analysis. We figure out the influence of design diversity and user perception on ATM users’ cognitive stress with the cognitive walkthrough analysis on the survey. We also uncover a realism-usability gap by reviewing the sampled ATM screens from the viewpoint of HCI heuristics. Finally, we suggest the guidelines on the cross-ATM design, characterized by the standardized fast-cash menu and the fail-safe mechanism for novices. This study demonstrates that users are reluctant to switch out of their comfort zones, due to learning costs and a lack of motivation. Therefore, we should design public systems in a very standardized way, which becomes more crucial for a user’s cognitive relief as interface and design patterns are becoming more diverse in our daily lives.
Funding
This research was supported by the MSIP (Ministry of Science, ICT and Future Planning), Korea, under the ITRC (Information Technology Research Center) support program (IITP-2016-R2718-16-0035) supervised by the IITP (National IT Industry Promotion Agency).
Additional information
Funding
Notes on contributors
Muhammad Shafiq
Muhammad Shafiq is a PhD candidate in the Department of Information and Communication Engineering, Yeungnam University, Korea. He received an MS degree in Computer Science from the University Institute of Information Technology, Arid Agriculture University, Rawalpindi, Pakistan. He also received a Master’s degree in Information Technology (IT) from the University of the Punjab, Gujranwala, Pakistan. He has been working with the Faculty of Computing and IT at the University of Gujrat, Gujrat, Pakistan as a faculty member since 2010, and formerly held the same position with the Department of Computer Science and IT, Federal Urdu University, Islamabad, Pakistan. His research interests include the design of access control for information systems, IoT, and cognitive radio networks.
Maqbool Ahmad
Maqbool Ahmad is a PhD candidate in Digital Convergence Business at Yeungnam University, South Korea. He holds an MS degree in management science from Iqra University, Islamabad, Pakistan. He also holds a Master’s degree in business administration from the Hailey College of Banking and Finance, University of the Punjab, Lahore, Pakistan. His main areas of interest are human computer interaction, e-business, and digital management.
Jin-Ghoo Choi
Jin-Ghoo Choi is a faculty member in the Department of Information and Communication Engineering at Yeungnam University. Formerly, he worked for Samsung Electronics as a senior engineer, and was a visiting scholar with the Department of Electrical and Computer Engineering at The Ohio State University. Dr. Choi received his PhD degree from the School of Electrical Engineering and Computer Science, Seoul National University in 2005. His research interests include performance analysis of communication networks, resource management in wireless networks, and wireless sensor networks.