U.S. BANK

ATM Retail

Opportunity

Design a new interface for all U.S. Bank ATM’s nationwide while updating the interface and portions of the architecture. The ask from the business line was to develop one interface for all the various screen sizes and types of ATMs, focusing on functionality and integrated bank branding.

Hypothesis

By increasing usability, simplifying the interface, and improving features, customers have an improved U.S. Bank experience.

Increased usability, simplified interface and improved features would elevate the customer experience — and lessen frustrations. 

Goal

Uplift experience, architecture and interface of a decades old system to lessen pain points cash and loan withdrawals. 

Roles

  • Strategy of design patterns and architecture

  • Creation of design system based on new web branding

  • Creation of A11Y compliant experience

  • Facilitation of new NBA marketing and delivery system design

  • Coordinated with off-site partners on technical hardware

  • Traveled to off-site hardware facility for interface testing on regular basis

Original interface

I started with a comprehensive audit of the existing interface, and exploration of needs with the business line and went to branches to observe customers using the ATMs and to interview branch employees.  

After completing informal scripted interviews, I performed remote and in-person moderated testing of concepts. 

I designed various interfaces and worked with developers to create a live prototype. I collaborated with the research team to develop a script for a moderated test to gather user insights.  

Research

Initial concepts and ideation

First round of tested concepts

Challenge

In the middle of the project, the team discovered a missing requirement: physical accessibility. As we narrowed in on a design, the business line realized they had a portion of their ATMs that were not ADA height compliant and wanted the interface built below 54% of the screen, which significantly impacting usable interface area.

The project interface needed to pivot in order to accommodate the condition. Several rounds of testing lead to several more iterations where we landed on a ADA height compliant design that brought joy to all users.  

Summarize results led us to new designs.

Second round of tested concepts after new requirements

Final concepts

Outcome

After testing Version 2 was chosen, the design was released in small batches at testing branches in California before releasing nationwide to 6,000+ ATMs.

Final outcome