demography based automated teller machines
DESCRIPTION
The presentation was made for a design paper accepted in IndiaHCI 2012.TRANSCRIPT
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Demography based Automated Teller Machine
Deepti Aggarwal, Himanshu Zade, Anind K. Dey
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Presentation Overview
Demography and its impact on usability of ATMs
Issues with ATMs in India
Global solutions unsuitable to Indian demography
Proposed software and hardware design
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What is Demography?
Study of population composition
Spatio-temporally dynamic
Study of the size, structure, and distribution of population
Tightly coupled with the culture of that place
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Demography: Effect on usability of an artifact
Influences attitude, behavior, actions, values, cognitive structure, social and perceptual skills.
Follows different signs, symbols, and words.
affects the interaction with designs!
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Demography: Impact on consumer products
Liril Soap could not attract Global market but India owing to its branding as a herbal product.
Dish washerlow acceptance into Indian market due to different food preferences.
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One more consumer product… Automated Teller Machine
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Widely used service by to make cash withdrawals, check account balances and many other services.
Began in 1970s in UK.
What is an Automated Teller Machine (ATM) ?
Click icon to add picture
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Literacy rate of 74.04%.
Second highest population in the world
1652 languages and their various dialects.
Age Structure: 0-14 years: 31.1% 15-64 years: 63.6% 65-over: 5.3%
Indian Demography
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Low technical acquaintance.
Slow adaptation to newer technologies.
Emotional attachment to local terminologies and preferences.
Segmented population results to diverse needs.
Leads to lower usability of ATM.
Indian Demography: Impact on ATM
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45000+ ATM installations in India.
Preferred way of financial transaction to 80% Indians.
More than 50% Indians use ATM service at least once a week.
Experts forecast that the growth rate (CAGR) is expected to grow 18 percent up by 2013.ATM:
Significant to Indian market
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ATM innovation: From other demography
BBVA Inc. in collaboration with IDEO Inc.
Apple Inc. for iPhone digital signature
Bank of America
… and many more
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Evolution of ATM since 1970: Problem statement Man evolved, ATM did not…
1970 2020
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Research Methodology
Within group design
Participants: 20 (11 males and 9 females)
Diverse backgrounds
Minimum 2 years of experience with ATM
Subjective assessment to identify issues and evaluate the proposed solutions
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ATM: Issues in India
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1. H
ard
ware
Issue: N
o
Priv
acy
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2. H
ard
ware
Issue: C
ard
Slo
t Trap
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3. H
ard
ware
Issue: C
ard
O
rienta
tion
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1. Software Issue: No proper feedback
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2. Software Issue:ATM card absorption causes automation surprise
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3. Software Issue:Interaction non-intuitive
… and more
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Proposed Design Solution
Dolphin hardware case
Interactive software design
RFID card
Touch-base screen with 30 degree inclination.
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Conclusion
System Usability Score = 79 for the proposed design
Demography drives novelty of an idea and influences user satisfaction
Personalization leads to variable process flows
Customization favors diversity
Trade-off: Localization and Centralization
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Logistics
The existing ATMs can be upgraded by involving the suggested interactivity in a touch-based screen.
Giving control to users for ATM magnetic card, provide a swipe-in slot that can replace the push-in pull-out / absorb-in slot.
New ATMs can be built completely as per the proposed design later.
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Future workATM for specially-abled people
Extension to UID compatibility
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Thank youQuestions?