Designing an ATM Experience

Designed an ATM based on user research and the brand language of Whirlpool appliances

Duration: 5 weeks

Partners: ATM research - Dan Kison & Vivian Qiu

Brand research - Gabe Mitchell, Zac Mau, & Vicky Hwang

Final design - Individual

My Role: UX Research, UX Design, Visual Design


Evaluating ATM Ecosystem

Tasked with redesigning an ATM kiosk's physical body and digital screens, I first examined the environment and the specs of the ATM to know the context I will be designing in.

From observing the space, I found that:

I then made a stakeholder map to identify the types of users for this specific ATM in the CMU University center, and define the stakeholders' needs and responsibilties.

Scoping the Problem Space

Through observing and using the ATM, I identified areas to improve, but also what I thought worked well. Based on my task analysis, I came up with the questions I used to interview and survey participants, and then I analyzed the results to determine what areas to focus on for my first iteration.

Defining Target Audience

Based on the takeaways from our research, we developed 2 personas: the more common university user Sarah, and the handicapped user Robert.

Whirlpool Brand Research


My teammates and I created a style guide for Whirlpool that included the brand's values, the form language of their various home appliances (my part), and the UI details of their website and WashSquad mobile app.

Key takeaways from our brand research:

ATM Screens UX Process

I tackled the user painpoints at each stage to provide easier and more trust worthy interactions with the ATM. I wanted the ATM to allow for all the essential tasks, but not clutter the user's cognitive load with extraneous decisions to make.

View my click-through low-fi prototype // View my click-through mid-fi 2nd prototype // Try out my click-through high-fi final prototype

Final ATM User Interface
ATM Physical Form Design Process


After researching the physical requirements for blind and wheelchair-accessible kiosks, I started sketching out possible forms for the ATM. I explored a variety of different body shapes, from simple to complex and literal to abstract. I also considered different physical interactions with the machine and how the physical form would work with together with the UI. I sketched out different ways that Whirlpool's VBL could be incorporated into the physical body, and made full scale and scaled models to test out the aesthetics and ergonomics of my designs throughout the process.



The final location was at the center of the UC, closer to all of the other 4 main entrances. There is a large common area where student organizations have food sales that require cash. There is a round wall with embedded hubs within, and on the other side of that wall, there is a seating area where many students hang out. I placed my 2 ATMs within one of the hubs, offering the privacy of the enclosed area while having the convenience of a high traffic area. The lines would be able to form around the wall to not interrupt traffic or the students selling food.