Redesigning the ATM Experience
Redesigned an ATM based on user research and the brand language of Whirlpool appliances
Evaluating ATM Ecosystem
Tasked with redesigning a kiosk, I first examined the environment and the specs of the ATM to know the context I will be designing in. I then made a stakeholder map to define the stakeholders' needs and responsibilties, and identify the types of users for this specific ATM in the CMU University center.
Scoping the Problem Space
Through observation and using the ATM, I identified possible issues & areas for improvement, 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
Whirlpool Brand Research
Myself and my partners Vicky Hwang, Zac Mau, and Gabe Mitchell created a style guide for Whirlpool that included the brand's values, the form language of their various home appliances, and the UI details of their website and WashSquad mobile app.
While their home appliances are very boxy and simplistic, I drew out the details of their buttons, proportions, colors, feature lines, etc to design my own ATM.
- Whirlpool is all about simplifying daily tasks to make more time to spend with family
- Form language involves smooth transitions between rounded rectangles and circles
- Whirlpool "smile" is uniquely identifiable to the brand
- Whirlpool's digital interfaces use a lot of white space, promote simplicity & connectivity, and has grays, orange, and electric blue as its brand colors
Digital UX Design Process
Final ATM User Interface
My final UI had the VBL of Whirlpool interfaces, reduced complexity, and included the option to choose bill types and receipts. It eliminated the confusion in transitions between on-screen and keyboard entering, and provided shorter use time for able-sighted and blind users. View the process below or try it yourself here.
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.