TASK ANALYSIS: PERSONAS, GOALS AND SCENERIOS

The ATM (Automated Teller Machine) provides a convenient service of allowing users to access their bank account, in order to, make cash withdrawals, view their account balance or to transfer funds from one account to another. Users of the ATM need not waste time in long bank lines, fill withdrawal slips, nor deal with curious clerks. Even though the ATM eliminates such hindrances, it is not the ideal solution. The ATM is not and efficient system, which does not have a user-friendly interface, yet.

Each bank provides an ATM service, but do not exclusively house these systems. Gas stations, delis, supermarkets, restaurants, and numerous other locations house ATMs too, making these stand-alone machines more convenient over those in banks, despite that the ATMs in banks are better designed and therefore comparatively easy to use. The stand-alone ATM needs to improve its system and interface, far beyond that of bank ATMs, to become efficient, time-effective and user-friendly.

However, in order to improve any system, the problems have to be first identified. I shall conduct a usability test to understand the user and his/her tasks, and the context of their actions. To perform a usability test, a questionnaire must be developed.

Preliminary User Observation

In order to devise questions, I first observed current users interacting with a particular ATM, making note of the general experience. The information I gather will help design interview questions that the persona will be asked during the usability test. I choose to analyze a ATM located in a busy mid-town deli. In this preliminary observation, I noticed the following:

• Certain users browse the store looking for the ATM. 
• Certain users look skeptically around them before beginning the transaction process.
• Certain users, particularly the female users, take additional time retrieving their cards from their purses and wallets.
• Certain users swipe their cards two to three times.
• Certain users cancel their transaction once they learn that the fee was two dollars.
• Certain users throw their receipts as soon as they receive it.
• Certain users forget to end their transaction once they have withdrawn cash and the received the receipt. 

Once the preliminary user observation is conducted, I choose a user to base the task analysis upon, and create their persona.

Persona 

• Name: Maxcely Xavier
• Age: 20
• Education: Junior architecture student, NYIT, Manhattan. Maxcely is a transfer student from India. She has been in USA for the last two years as an international student.
• Job: As an international student, Maxcely can only work on-campus. She is working in the Student Affairs Office as a receptionist, and earns up to $200 weekly.
• Major Responsibilities: Maxcely’s father funds her education, paying for her tuition from India. Maxcely is currently living with her Aunt and Uncle in New Jersey. She therefore does not have to pay rent or any bills, and uses her income solely for her needs. As an international student her only priority is school.
• Family Status: Maxcely is from an upper-middle class family in India, however, due to the difference in currency-value between the Indian Rupee and the American Dollar, she is reluctant to spend and lives frugally.
• Goals in Relation to Interface: Maxcely uses the ATM machine mostly to withdraw cash, and at times to check her account balance. However, she almost always tries to use her bank’s ATM, even if it means that she would need to walk a couple of blocks to her bank.
• Tasks in Relation to Interface: Maxcely is accustomed to using the ATMs provided by her bank. She is now familiar with their process; where the card slot is located on the machine, the sequence of questions, the layout of each page. Even though the process Maxcely goes through in her bank’s ATM is not much different from that of a stand-alone ATM, she is not able to perform the tasks of the latter as effortlessly and efficiently.
• Environment: Maxcely spends majority of her time at college, in the heart of New York City. This metropolitan area is densely populated, bringing together a range of demographics that influence global commerce, finance, media, culture, art, fashion, research, education, and entertainment.
• Persona Priorities: “I always buy my lunch from the street carts because they are much cheaper, but this means that I always in the need of cash. I usually go to my bank to withdraw cash, but at sometimes I run short on time and will use the closest ATM”.  

Usability Test

User-generated Tasks:

The user, Maxcely, needs to withdraw cash from her account using the ATM. The following steps reveal her process:

•  Looks around the store to ensure others around us are not observing her.
• Points out the security camera dubiously positioned directly above the ATM.
• Uncertain which card she may use in this particular ATM (debit card, credit card or ATM card), she decides to use her debit card.
• Swipes card in the card slot.
• Waits.
• Reads the message that appears on the display, “Please insert and remove your card quickly”.
• Swipes her card again, following the instructions she received.
• Waits.
• Card is read by the machine, and the display now asks her to choose a language from English, French and Spanish
• Attempts to make a choice by hitting the options onscreen, when she realizes that it is not a touch screen display.
• Using the buttons along the side of the display, she mistakenly chooses the incorrect language.
• Unable to undo her action, she is forced to cancel her transaction and restart the process.
• Once she is asked to choose a language again, she correctly chooses English.
• ATM requires that she enter her PIN code.
• Inputs her code using the dial pad.
• Accepting her PIN code, the ATM asks her to choose an activity, “Withdrawal”, “Transfer” or “Balance”.
•  Chooses to “Withdraw”.
• Reads through the service fee acceptance: “FEE NOTICE to U.S. cardholders: The owner of this terminal, MG charges a fee of …. $2 for CASH WITHDRAWALS. This fee is in addition to the fee your financial institution may charge. DO YOU WISH TO CONTINE?”
• Accepting the $2 fee in dismay, she accepts.
• ATM asks her to choose a “WITHDRAWAL TYPE”: “Checking”, “Saving” or “Credit Card”.
• Chooses to withdraw from her savings.
• ATM asks to select the amount she would like to withdraw: “$20”, “$40”, “$60”, “$80” or “$100”.
• Forced to choose from the pre-determined amounts, she selects “$20.”
• Waits.
• ATM informs her that “NO ACCOUNT FOUND”.
• Receipt prints ending the transaction without fulfilling her withdrawal request.
• I explaining that perhaps it is because her savings account may not be accessible, she tries the again. Repeating the process, she chooses to access her “Checking” account this time around.
• Again, she chooses to withdraw “$20”.
• Display reads, “CONNECTING… PLEASE WAIT”.
• Waits.
• Display reads, “DISPENSING CASH”.
• Waits. Frustration builds.
• Retrieves cash dispensed.
• Retrieves receipt printout.
• Begins to leave assuming her transaction has ended, when I call after her, pointing out that she must hit “CANCEL” once she has completed her activity in order to end her transaction.
• Hits “CANCEL” and ends transaction.

This entire process took the user four and a half minutes.

Pre-defined Tasks:

Once cash is successfully withdrawn, I ask the user to perform other activities the ATM offers, such as transfer funds between accounts, and check account balance. The user is unable to perform the former since she has access to one account, but attempts the latter task of checking her account balance. The following steps reveal her process:

• Swipes debit card in the card slot.
• Waits.
• Machine reads card, and asks to choose a language from English, French or Spanish.
• Using the buttons along the side of the display, she chooses English.
• ATM requires that she enter her PIN code.
• Inputs her code using the dial pad.
• Accepting her PIN code, the ATM asks her to choose an activity: “Withdrawal”, “Transfer” or “Balance”.
• Chooses to check “Balance”.
• Waits.
• Receives printout with a figure of the total amount of funds available in that account.
• Hits “CANCEL” to end account activity.
  

This is the first time this user has performed this activity on an ATM; she usually checks her account balance through her bank’s website. In spite of the unfamiliar process, the user thought it was a comparative easy and quick task. Additionally, the user is pleased that she was not charged a service fee.

Goals:

The user, Maxcely, approaches the ATM knowing exactly what she wants to achieve:

• Needs to withdraw cash from her account using her bankcard.
• Needs to retrieve cash in the most time-efficient manner possible, which is why she chooses to use the ATM located closest to her (in the corner deli).
  

The user successfully accomplishes her goals, however because the transaction process was not quick as smooth, or time-efficient as she anticipated.

Tasks:

The following flow diagram illustrates the tasks a user performs to withdraw cash from his/her account using this particular ATM.

The following photographs are screenshots of the ATM display, taken while the withdrawal task is in process:

 

Scenerio:

The following video records the user interacting with the ATM interface in order to pursue her goals. 

 

Article Review: “As We May Think” by Vannevar Bush

I began reading the article, “As We May Think”, unaware that it had been written by Vannevar Bush back in 1945, and upon realization, I was not only intrigued but also highly impressed with the expectations Bush had for technology. Bush predicted that if it were economically warranted we would further develop and improve the existing methods in which we record and organize data. We could implement a technology that hosts the summation of human experience and knowledge in a ‘library’, where information was not only recorded and stored, but also could be easily retrieved and consulted. This ‘library’, which he called “Memex”, has today manifested itself as the Internet.

What amazed me was that when Bush wrote this essay, almost sixty years ago, when the World Wide Web did not exist, yet Bush was able to foresee the development of a collection as sophisticated as the Internet. In his essay, Bush references the technology that existed at the time; explaining how further “expansion of man’s physical powers” will enhance the “power of the mind”, and which is something we should aim for.

Bush stresses the importance of the “power of the mind”, arguing that we possess an abundance of information, but not a have an adequate ‘library’. We are unable to store and recall all the information in a way that we can truly benefit from the knowledge and progress as a race. Bush refers to Mendel’s study of genetics being momentarily futile, while it was lost in the abundance of information and was not being utilized. Bush proposes a ‘library’ that retrieves information efficiently, operating by association, as does the human mind. He models his theoretical “Memex” based on the human mind; recalling information upon association, creating a trail, or trails that would be saved; such is today’s Internet!

Reading Bush’s essay, I was reminded of Ray Kurzweil, a scientist living in today’s times, but like Bush anticipating technological advancement of the future. While Bush expected a world with the “Memex”, a library modeled after the human brain, Kurzweil proposes a world where technical development blurs the difference between man and machine. Both Bush and Kurzweil are futurists, but their different ideologies are what most intrigue me. Bush proposes modeling machines after the human body, while Kurzweil proposes the contrary, modeling the human body after machines.

This recognizes how our development and success as a race. Initially, technology was created to epitomize the human body, enhancing its physicality and functionality. Soon technology was able to perform human activities, and continued to develop to then achieve bionic activities. The sophistication of today’s technology is not only able to better perform human activities, but also achieve that which is impossible for. Futurists like Kurzweil recognize this and envision modeling the body after, and even incorporating it into machines.

Reading the accounts of the two futurists is inspiring. Both Bush and Kurzweil study current technological trends and envision where it is taking us. We too should create blueprints using what is available today for designs that will exist tomorrow.

Automatic Teller Machines – Ineffective Interface Design

The concept of the Automatic Teller Machines (ATMs), and the service they provide is brilliant as they make life all the more easier. However, the interface design cripples its utility and functionality.

ATMs are everywhere: banks, government buildings, stores, restaurants, gas stations and delis. The fact that they can be found in a multitude of quick-stop locations is convenient for users, who often need cash unexpectedly. ATMs allow easy access to the user’s money through the use of a credit or debit card, and PIN (Personal Identification Number) code, while avoiding the inconvenience of long bank lines and the scrutiny of curious bank clerks. Even though ATMs are aimed at making life and banking easier, they could stand to become user-friendly and enhance the customer experience. Even though ATMs have improved over time, the older, inefficient generations of stand alone ATMs are still being used today.

Firstly, the very aesthetics of the ATM is unpleasant, especially when considering modern day machines and systems. This makes the ATM unappealing and unapproachable, unlike the car seat control console, which users are so tempted to use whether they need to or not. This is because the design of the car seat control console is chic, comprehendible and natural. The appearance of the ATM, on the other hand, simply seems out-dated and difficult to use.

When a user does approach an ATM, he/she must go through a series of steps in order to withdraw money, and the whole process may become tedious easily. The user must first input their PIN before proceeding to answer the various questions that result in the desired action. However, the questions and its sequence differ from machine to machine, which slows the user, as he/she does not always know what to expect. Also, the layout of each page varies, forcing the user to use additional time surveying. This may be avoided if all ATMs (including today’s generation) adopted a standard process and layout.

The old generation of ATMs do not feature touch screen, but instead have physical buttons along the side of the screen that correspond to options onscreen. However, what makes this a poor interface is that the options onscreen do not align with the physical buttons that function it. This is frustrating as the buttons associated with each action is ambiguous. The push buttons themselves are not the easiest feature to function either, since they often jam, and sometimes cause errors; forced duplication or by an absence of imputation. Installing touch screens is the best solution, but aligning the buttons onscreen with those off screen is obvious, and should not have been an issue to begin with.

Another solution for the unfamiliar systems is personalized interfaces. Users may personalize their own settings through their bank’s website, which would be stored onto their card. Users may individualize screen shots, from dedicating wallpaper, to font and even language preference. Users should also have the option of adding quick links to their settings, which may give them access to their account information and activity. All these settings will be saved onto the card, and will appear each time it is swiped in any ATM, ensuring that the experience is natural, and the process is fast.

Each time I use the ATM, I receive twenty-dollar bills, why can I not receive the exact amount I need, or choose the denominations I would like to withdraw the cash in?

Security is always a concern when dealing with money, especially if it is through an ATM at a disheveled, New York deli. To assure most safety, ATMs may incorporate something more inimitable than a four/six-digit pass code, something that only the user can provide - a fingerprint. An onscreen finger print reader allows for added security.

If an ATM is able to dispense money, why is it not able to accept it too? By including the deposit function, users are able to bank after hours, avoid long lines at the bank and filling out bank deposit slips.

The service ATMs provide is irreplaceable, since we always seem to find ourselves in situations requiring that we have cash. However, its interface is something that can be replaced and developed. Bank ATMs have begun to do so but they too need further improvement.

The Car Seat Control Console – A Successful Interface

Cars today have begun considering the choices and preferences of passengers, providing them with controls that were initially limited to the driver. These controls allow passengers to regulate their personal spaces within the car, such as the temperature, volume, personal screens, power plugs and a multitude of other devices and interfaces, including controlling the very seat itself.

A particular system interface I always appreciate, and when in certain cars desire, is the seat control console. Every car offers a means to reposition the seat. However, the earlier models only give the front two seats this privilege, doing so using a lever mechanism. Later, the rear passenger seats too were adjustable, using the same mechanism.

The lever is a very traditional method, which helps move objects; in this case moving the entire seat forward or backwards, and straightening or reclining the backrest. This mechanism limits options, offering only three positions of each movement. Not only are the seat-positions predefined, transitioning between them is not the most comfortable experience as seats jerk to a halt. Above all, the very interface itself is placed under the seat, somewhere.

The recent interface has eradicated the mechanical mechanism, computerizing it. The lever is replaced with buttons, which take the shape of the actual seat. Furthermore, each button controls the section of the seat that it is shaped after; no longer do you have to move the entire backrest, rather, you can choose which portion of the backrest it is you would like to adjust.

The image below of the seat control console reveals the several buttons that compose it. In spite of the multiple buttons, it is apparent what the console controls as well as each of the buttons within it: the headrest, backrest, lumbar, seat pan, seat height, and seat distance.

The console offers various choices, allowing the user to adjust precise areas of the seat to achieve maximum comfort. Furthermore, the design of the interface and its buttons makes its functionality natural, successfully communicating with users, including first-time users. It is impossible to manipulate the buttons hoping to raise the volume or lower the temperature!

Another highly successful trait of this interface is its location. Unlike the old lever mechanism, this console is not lost under the seat, but is installed into the door. The console is not only immediately noticed by the seated passenger, but is positioned to also allow comfortable accessibility, while accommodating for varying elbow axes. The location of the console is important, inviting the users want to interact with it, and at times, even when the user does not necessarily need it.

The more sophisticated of these interfaces even allow the preferred position to be stored in one of the four memory buttons on the console. This option is very convenient and makes the interface all the more appealing. It is my personal favorite function, as I prefer my car seat upright, while other users of that car prefer the seat reclined. The memory function is controlled by four buttons adjacent to the seat control buttons, and are clearly marked M1 through M4. Users recognize that M implies ‘memory’ as we have learned from the calculator.

Another feature that makes the interface all the more successful is the backlighting. This allows the console to be viewed at night as easily as it is during the day.

Despite reposition the seat, the car also allows users to adjust the firmness of the seat itself; making the seat softer or firmer according to preference. However, this option is on a console of its own located on the side of the actual seat. To enhance the design of the interfaces, I would have the two consoles merged to one, since the functions do compliment one another.

Another revision I would suggest is to improve the interface is to give the driver ultimate control. Currently, each passenger is able to adjust their seat to their preferences, but the driver should be able to modify the positioning of other seats from his/her own personal console. All this would require is a panel of buttons that represent each seat in the car, which the driver could push before adjusting the desired seat from that one interface that controls his/her seat too.

Furthermore, once the driver has manipulated a passenger’s seat, the control should automatically return to its default setting - controlling the driver’s seat again. Doing so will avoid any user aggravation, which may be caused when the driver intends to manipulate his own seat without realizing that the setting had been altered to control other seats in the car.

Nevertheless, this interface and its functionality is very appealing to users, and only makes their ride all the more comfortable.