Walter Patterson
Byron Warner
Preliminary Design Option 1: Byron WarnerThe Automatic Teller Machine has become an integral part of American society. As technology increases the interface to the ATM should evolve to take advantage of new innovations. Therefore ATMs should be flexible, expressive, and easier to use. This section details a possible design for ATM system.
The goal of this design is provide an interface which allows the controlling authority to remotely configure the system and to be accessible by a wide range of people. The interaction provides direct manipulation and natural language interfaces. Input will be in the form of a touch screen and a microphone (auditory). Output will be from high resolution graphics, speakers (auditory), and printed forms. The representation of information will be textual with iconic augmentation. Because of safety and privacy concerns the system will be put in fixed locations inside enclosures which will limit the interaction to one person at a time. Also the system will be usable by people who are deaf, blind, or wheelchair bound.
This new ATM system will be Object Oriented, it will consist of objects which will be accessed in a uniform manner. The user input model will be somewhere between command base and true natural language understanding. Kelly and Chapanis (1977) determined that there was little difference between the use of a restricted vocabulary and a unrestricted vocabulary to perform a task if the restricted vocabulary was chosen carefully. The vocabulary of my system will be limited to a small set of verbs and nouns. Each noun will be an object and each verb will be a method. The user will be presented with a keyboard along with a list of verbs and nouns from which they can construct command phrases. The following is an example vocabulary:
WORD DESCRIPTION Get A user request for an item. Send A user submission of an item. Transfer Move items from accounts. Define Creates an instance of a class. From Specifies the source of item. To Specifies destination of item. Institution An entity which services accounts. Account An account at an institution. Sub-account A place holder of items. Information Gets information about an item.
An institution is a holder of accounts. These accounts can be Checking and Savings accounts from banks, loan accounts from creditors, or other financial institution. An account uniquely identifies a user with an institution. A sub-account is user specified way of dividing money in an account. Items are objects. Sub-account is a subclass of account and institution is a container of accounts. Funds are instantiations of calls Money, which Cash and Check are subclasses of Money.
When the bank creates an account for a patron they are initially given one account at the originating institution. When the user creates new institutions and accounts they are really making links which can be used to transfer funds an pay bills. Sub-accounts can only be made in account from the home institutions. For example if you are using a Nations Bank ATM then you can create only sub-accounts for Nations Bank accounts.
Wider usability and flexibility are the main goal to this design. The Touch screen was chosen for many reasons. They should be more reliable than keyboards because they have less moving parts. The layout and structure of the interface can be change totaling in software, alleviating costly hardware changes needed to implement new designs. Touch screens provided a direct relationship between the action and the result, also pointing to an object on the screen is more natural than typing on a mechanical keyboard. Voice recognition was chosen as alternative interface for those who would have trouble interacting with a tactile input device. Both the touch screen and the voice recognition are both interfaces which require little or no training time. They have an advantage over other input devices like mice, joysticks, keyboards, etc. which may take longer to learn how to use. A constrained use of language was chosen because it allows the user to draw upon their own knowledge of language to intuitively interact with the computer. Since the vocabulary of the ATM is small and can be display at all times, it should not be hard to figure out how to construct meaningful transactions.
An example interaction, the user has a thousand dollars in a First Union account number [123456]. Button presses are enclosed in brackets, spoken words are put in curly brackets, and key presses are quoted.
Sample Session: Byron Warner
User: [Login]
Computer: Enter security code.
User: "security code"
Computer: Welcome to the First Union Banking System.
User: [Information] [From] [Account]
-- account expands to a collapsible list of accounts.
Computer: Account '123456' Balance: $1000.
User: [Define] [Institution]
-- computer form pops up and queries user for
information.
'Georgia Tech', 'North Ave', 'Atlanta', 'GA',
'30332'.
Computer: New Institution, Georgia Tech Created.
User: [Define] [Account] [For] [Institution]
-- a list of currently defined institutions pops up.
Computer: Enter account identification code.
User: '09876-5432-1'
Computer: New account created for Georgia Tech.
User: {Send} {Check} {to} {Georgia Tech} {For} {169.00}
{dollars}.
Computer: Sent check number 101 to Georgia Tech for $169
dollars.
You have $831.00 dollars remaining in you general
account.
User: [Define] [Sub-account] 'Cablevision'.
Computer: Sub-account Cablevision successfully created.
User: [Transfer] '100.00' [Dollars] [to] 'Cablevision'.
Computer: $100 transferred to Cablevision sub-account.
You have $731.00 dollars in your general account now.
You have $100 dollars in you Cablevision sub-account
now.
User: [Get] $140.00 [Dollars] [From] [General].
Computer: Please take money from withdrawal slot.
User: [Logoff].
Computer: Thank you for using First Union
Preliminary Design Option 2: Walter PattersonThe second of our preliminary designs uses a touch-sensitive screen as the primary means of interaction.
The touch-screen provides the system designer with the maximum amount of flexibility. Because the majority of interaction tasks required by the user are performed by touching the screen, the design avoids unnecessary hardware expense. Menus with transaction options, numeric keypads for entering dollar amounts, and other screens can be devised without the need for external function keys, buttons, keypads, and other devices. Using a touch-screen also improves reliability. By simplifying the ATM interface hardware, the ATM is less likely to suffer from malfunctions or down-time related to problems with the interface. The touch-screen is more expensive than traditional monochrome CRTs designed for display of text only. However, the savings in removing external interface devices such as keypads and function keys should more than offset this additional expense. Touch- screens have no moving parts and therefore cannot suffer from mechanical failures.
Finally, the design offers maximum flexibility to the financial institution, by allowing the interface to be updated with new features or options without the need for replacing hardware controls such as mechanical buttons. The interface exists purely as software, meaning that it can be modified and tested remotely, then downloaded in a few seconds. This avoids unnecessary down-time due to updating the hardware of the interface. The flexibility to the financial institution can provide better customer service by allowing the institution to display up-to-date information and introduce and evaluate new features or services.
Display
A high-resolution, color display, similar to Super-VGA displays commonly used with IBM personal computers, will comprise the principal element of the interface. The display will be touch sensitive to a high resolution on its entire surface. This avoids the need for potentially awkward input devices such as a mouse, keyboard, joystick, or trackball. The screen will change according to the requirements task, such as displaying a standard 10-key pad for entering Personal Identification Numbers (PINs) and for entering dollar and cent amounts for transactions. A sample ATM interface screen is shown in Figure 1.
Input and Output devices
Other input and output devices include: A slot for the customer to insert a banking card; an opening for the insertion of deposit envelopes; and a slot that dispenses money to the customers that make withdrawals. Finally, the interface will include several security features. A wide-angle camera will be incorporated into the ATM interface panel. This camera can be used for security purposes, as well as later verification of withdrawals to the customer. A "no-dial" emergency telephone will also be included in the ATM interface. The emergency phone can connect directly to a police dispatcher simply by taking the handset "off-hook".
Physical and Environmental parameters
The entire ATM device should be placed either in a secure, well-lit area such as a shopping mall, airport concourse, retail establishment, etc. Alternately, "stand-alone" units at locations such as parking lots, outside bank branches, etc. should be in a well ventilated, brightly lit, permanent enclosure with a door capable of being locked by the customer inside. This provides an additional measure of security to the customer, as well as privacy desired for financial transactions. Many current ATM enclosures are basically large glass rooms, with room enough on the inside for several waiting customers in addition to the customer making the transaction. This creates a level of discomfort for many users that could be eliminated by a locking door on a smaller ATM enclosure. Such an enclosure would specifically be designed to create the sense that it can only be used by one person at a time, such as a phone booth. A sample ATM enclosure is shown in Figure 2.
Sample Dialog with ATM interface ATM: Please insert your bank card for service. Customer: (Inserts card) ATM: Please enter your secret PIN number by touching the keypad below: Customer: (Types in PIN number using touch-screen) ATM: (Causes "Cancel" and "Done" buttons to highlight) Customer: (Touches "Done" button on screen) ATM: Please select desired transaction: Customer: (Touches "Withdrawal") ATM: Please select source for withdrawal: Customer: (Touches "Savings" ) ATM: Please enter withdrawal amount in dollars and cents: Customer: (Touches "Cancel" ) ATM: Please select source for withdrawal: Customer: (Touches "Checking" ) ATM: Please enter withdrawal amount in dollars and cents: Customer: (Enters 140.00 ) ATM: WARNING: You currently have only 135.00 in your account. Your withdrawal cannot be completed. Customer: (Touches "OK" ) ATM: Please enter withdrawal amount in dollars and cents: Customer: (Touches "Cancel" ) ATM: Please select source for withdrawal: Customer: (Touches "Cancel" ) ATM: Please select desired transaction: Customer: (Touches "Quit" ) ATM: (Ejects card, prints farewell message)
Preliminary Design Option 3: Dave DeitrichThis design focuses more on "traditional" technology combined with a few new features to provide added functionality to ATMs while still retaining the original "feel" of today's interface. The reasoning behind this is to make the transition from the older interface to the newer one as simple as possible. The current keypad-based interface has been in service for over 15 years now, and is quite familiar to all ATM users despite the problems present. A rapid change to a radically different interface design will cause a great deal of confusion at first, and may receive significant resistance from potential users who are satisfied with the current interface and are afraid to change. The goal of this interface is to provide new options for input and output while keeping the familiar feel of the keypad-based interface design.
ATM INTERFACE DESCRIPTION
The basic design for the interface will involve three parts; a standard numeric keypad with function keys on the sides of the numbers, a qwerty keyboard, and a high-resolution color monitor. The majority of input will be through the numeric keypad and function keys, while the keyboard will be used less frequently for specialized input. Output will be provided primarily by the color monitor, though a speaker will be included for an optional audio interface (among other functions). The layout for the ATM will be similar to the picture below:
Figure 3. Proposed ATM Layout
The monitor and numeric keypad will be at eye level, since they will be the focus for most of the ATM functions. The keyboard will be significantly lower, probably slightly above waist level, so as to not distract users unless necessary. It is important to note that this interface is still very similar to the current interface; the only significant differences being the addition of the speaker and a keyboard.
With so many keys to choose from, the user may quickly become disoriented as to which key to push at what time. In order to avoid this the interface needs some way to call the user's attention to the proper keys to press when necessary. Each key in the keypad and keyboard will have a small LED (Light Emitting Diode) embedded in it that can be made to flash whenever a key requires attention. For example, a typical key will look like this:
Figure 4. Typical design of a keyboard key
LEDs are sturdy enough to withstand the stress of being used in a high-impact device such as a keyboard, and have a long lifetime which well help to keep replacement costs low. Their blinking is bright enough to quickly call the user's attention to any part of the keyboard or keypad when necessary.
The ATM system will use a menu interface to navigate through various options. After inserting their banking card and entering a PIN (which may include letters from the keyboard for added security), the user will be presented with a list of options that can be chosen using the function keys. Once the menu comes up, the LEDs on the function keys will begin to flash to indicate to the user what keys to use in making a selection. In addition, natural mappings will be used to help indicate to the user which function keys correspond to what choices, like so:
Figure 5. Natural Mappings in ATM design
This design takes maximum advantage of knowledge in the world to communicate to the users what is they must do in order to accomplish their tasks.
The ATM will be encompassed in a booth with sound-dampening insulation for protection and privacy. This booth will be lockable from the inside and be equipped with both a security camera and an emergency phone to help provide security for the users. The booth will be large enough to allow users in wheelchairs to enter freely. In addition, the booth will be equipped with speakers to provide an audio interface for visually impaired users. The keys on the keyboard and keypad are also encoded with Braille letters to help blind people use the interface. The fact that a user is blind could be automatically encoded on his or her banking card, so that the sound interface would be automatically activated when the banking card is inserted.
THE PERSONAL CHECK WRITER
The sub-account concept we proposed in our original Requirements Specification creates a whole new area of banking tasks to address. The idea behind sub-accounts is to allow the user to create new accounts as part of his checking or savings accounts that identify money set aside for a specific purpose. ATM machines can adequately handle the problems of creating and deleting sub-accounts, depositing money to multiple sub-accounts, and withdrawing cash from multiple sub-accounts. However, there should also be a way for users to access their sub-accounts while away from ATM machines. An electronic utility device could be created to help in this area.
Recently an electronic check-writer was developed to help people who frequently use checks to pay for their purchases. The check-writer keeps track of your current balance (stored in internal memory) and notifies you of how much it thinks you have before you write a check. Then when you write a check, the check- writer automatically deducts the amount of the check from its balance and then stores the information for later retrieval. The check-writer then prints a check for you using a built-in printer and your own personal checks. All you have to do is sign the check and hand it to the cashier.
With a little redesigning, the concept of the check-writer could be developed into a personal electronic banking assistant allowing users instant access to their accounts even when away from banks or ATM machines. Instead of relying on built-in memory and user input, a check-writer could be equipped with a "cellular modem" to allow it instant access to the user's bank in order to gain instant information on the user's accounts. Cellular technology has almost advanced to the point where it is possible to establish global communications networks, allowing cellular phones and pagers to communicate over great distances. It is not inconceivable that the same technology could be applied to create an instant data link between the check-writer and a user's bank for a relatively low cost in a few years. The new check-writer would allow users to quickly find out how much money they have in their accounts and sub-accounts, and then withdraw specific amounts of money from those accounts in order to pay the amount of the check. The amounts would then be transferred to a "temporary holding account", where they remain until the check clears and the money is transferred to the payee.
Obviously security is a serious issue with such a device. A stolen check-writer could be used to quickly gain access to confidential banking information and allow the forgery of checks in the user's name. This could be countered in two ways; first, printed checks from a check-writer work exactly like a normal check and take several days to clear. This provides the user with time to realize that the check-writer has been stolen and contact the bank in order to freeze all account activity. Second, the check-writer could be equipped with certain identification devices to ensure that it cannot be used by anyone except the owner. Such technology is not far off; various law enforcement agencies are researching "smart guns" which are equipped with electronic devices that prevent the gun from being used by anyone except its owner. The same technology could easily be used in the check- writer to prevent use by unauthorized persons.
A SAMPLE USAGE SCENARIO
A good example of these proposals in action would be the following; Jane, an employee, has just received her monthly paycheck for $1247.12 (after taxes). She wants to deposit $100 of her paycheck into a sub-account for a new home entertainment system, which has already been created. She also wants to create a new sub-account for a new computer, and deposit $100 of her paycheck into that sub-account as well. The rest of her paycheck will go in the general checking account. In addition, Jane wants to transfer $100 from a sub-account called "entertainment" into her new computer sub-account. A potential session at the new ATM may go something like this:
Jane inserts her banking card and types in her PIN. The identification code may consist of both numbers and letters in order to increase security.
Jane selects F1 for deposit. The ATM would then present her with a list of accounts and sub-accounts that she could deposit to.
Jane could either deposit all of her money into the GENERAL CHECKING account and then transfer money to the other accounts, or deposit her paycheck in specified amounts to certain folders directly. To create a new account for money for a new computer, she could simply hit the NEW key on the keyboard.
The account would then be created and she could deposit and withdraw from it normally.
Withdrawals would work in a similar manner. For example, say Jane wanted to withdraw $50.00 cash while she was at the ATM machine. She would be presented with a list of accounts similar to when she was depositing money, and could select each account she wanted to withdrawal money from. When she was done, the total amount she requested would be provided in cash and the appropriate amount would be withdrawn from all accounts. The use of the check-writer would be fairly straightforward. For instance, say Jane's husband called her at work and asked her to buy groceries on her way home. Jane stops by Kroger and buys $67.84 worth of groceries and wishes to pay for them by check. The check-writer would allow her to quickly verify that the amount necessary was in the "food" account, and then print a check for her to sign. If the proper amount was not available, the check-writer would inform her of it, allowing her to avoid writing bad checks. She could either pay for the groceries out of another account or combine funds from different accounts to cover the costs.
Final Design Synthesis
Our final interface design will be a variation of the touch- screen concepts combined with natural language processing and audio input/output. We felt that this arrangement provided maximum flexibility and adaptability in terms of rapid prototyping, providing new features, minimal hardware requirements, increasing time between failures, and providing maximum availability to vision- and hearing-impaired customers.
Figure 6. Final ATM Interface Design
Interface Components:
Video Screen
Our interface will consist of a large high-resolution, color display with a touch sensitive screen as the major source of input and visual output for the system. Information about physical handicaps that users might have will be encoded on the customer's bank card. In this way, customers with vision impairments will automatically trigger the use of audio output and voice recognition input.
Microphone
A microphone will be included in the front panel of the ATM interface. The microphone is used for voice-activated features, primarily for customers with vision impairments that prevent them from taking advantage of the touch screen. The microphone will be placed and labeled so that it is visible to users. The microphone label will also include information in Braille.
Deposit Slot
A slot on the interface is designed to accept standard bank- deposit envelopes during deposit transactions. The slot will operate automatically using a friction-feed system to pull the envelope into the panel. While the slot is waiting for input, a small light will flash on each side of the slot, and the noise of the friction-feed will be clearly audible. This will allow both hearing- and vision-impaired customers to easily locate the slot. When the slot is not in use, the lights will remain off and the friction-feed will be inactive (silent).
Supplies
A drawer in the front panel of the ATM interface holds deposit tickets and deposit envelopes needed for deposit transactions. These tickets and envelopes are also available at the bank.
Withdrawal slot
A withdrawal slot is used to dispense money during withdrawal transactions. Small lights located on either side of the slot will flash when the money is presented through the slot, and a small speaker inside the slot will sound an alert tone when the money is presented. A friction-feed system will be used to physically extend the bills several inches outside the slot while holding them firmly enough to prevent them from falling. As in the deposit slot, the lights and the speaker provide valuable feedback to vision- and hearing-impaired customers.
Printer slot
The ATM interface includes a small, inexpensive printer used for generating receipts and other documents requested by the user, such as account summaries or transaction histories. The printer behaves in a manner consistent with the withdrawal slot, utilizing a friction-feed system with an alert speaker and flashing lights for vision- and hearing-impaired customers.
Banking card slot
A standard slot will be provided for customers to momentarily insert their banking card. The slot will be labeled visually and with Braille characters. The display screen will indicate that users should insert and remove their card from the slot below. A graphical arrow on the display will point directly to the slot, allowing novice users to easily locate the slot. The slot will only momentarily accept the card long enough to scan the customer information off the card, then the slot will push the card back out. The graphics screen will change to a message thanking the customer and asking the customer to remove the card. As always, this message will also be presented audibly for vision- impaired customers. The ATM program will not continue until the card is removed. By requiring customers to remove their card before proceeding, this type of quick insert/remove card slot lessens the chance that customers will leave their bank card behind when they finish the transaction.
Speaker
A speaker will be integrated into the ATM interface panel for the presentation of high-fidelity audible messages to vision- impaired customers.
Emergency Phone
A "no-dial" telephone handset will be included on the ATM interface panel. Picking up the phone creates an immediate connection to a police dispatcher, similar to dialing "911". The phone will be clearly labeled visually and in Braille.
Security Camera
A security camera will be included in the ATM interface to provide an additional measure of security for the users. The camera will record continuously on a 2-week loop.
Physical and Environmental parameters
The entire ATM device should be placed either in a secure, well-lit area such as a shopping mall, airport concourse, retail establishment, etc. Alternately, "stand-alone" units at locations such as parking lots, outside bank branches, etc. should be in a well ventilated, brightly lit, permanent enclosure with a door capable of being locked by the customer inside. This provides an additional measure of security to the customer, as well as privacy desired for financial transactions. Many current ATM enclosures are basically large glass rooms, with room enough on the inside for several waiting customers in addition to the customer making the transaction. This creates a level of discomfort for many users that could be eliminated by a locking door on a smaller ATM enclosure. Such an enclosure would specifically be designed to create the sense that it can only be used by one person at a time, such as a phone booth. A sample ATM enclosure is shown in Figure 7.
Interface Functionality
We decided to drop the concept of sub-accounts or "folders" from our final interface design. After further considering the idea, we decided that we were concentrating far too much on our expectations and not enough on the value to the users. This probably resulted in "biased" results for our requirements analysis. While the majority of users felt that the "sub- accounts" concept was a good idea, few felt that it was greatly superior to the current single checking and savings account scheme currently offered by banks. Additionally, use of sub-accounts or folders presents a further interface challenge that may be difficult for the novice user, or users that are not familiar with similar concepts such as the use of folders on the Macintosh desktop interface.
The functionality of our ATM design can best described as a tree-like structure. Each node in the tree represents a state in the system. Actions taken by the user or by the interface are represented by branches that connect system states to new states. The tree is typically traversed by the user a single step up or down at a time, although some high level functions (such as "cancel") may take the user to a state that is more than one level distant.
Navigation through the tree is accomplished by touching various regions on the display assigned to those functions. For example, if the current state is "choose transaction", then possible branches might be for the user to CANCEL, make a DEPOSIT, make a WITHDRAWAL, PRINT a REPORT, or OTHER OPTIONS. For users who are vision-impaired, navigation is accomplished by speaking key words in response to audible output from the ATM interface. For example, the interface may verbally prompt the user, Next, please select a transaction. Possible transactions are: "deposit", "withdrawal", "print report", and "cancel". Speak the name of the transaction you select. The complete navigation structure is shown in figures 8-11 at the end of this document.
Norman lists seven stages of action that users perform when trying to accomplish a task, and seven questions that designers should ask themselves when designing an interface to make sure the new interface facilitates these tasks. We believe that our design represents a significant improvement over the standard ATM in each of these areas. We address each question Norman proposes below.
How easily can one determine the function of the device?
In order to insure that our ATM will be easily recognized for its purpose, the machine will be clearly labeled with signs saying "ATM" and "automatic teller machine". ATMs have become such a large part of today's society that almost everyone understands the functions involved with such machines. As long as the device is clearly labeled as an ATM, people should have no trouble determining the function of our device.
How easily can one tell what actions are possible?
All possible actions for any system state are always visible on the screen as "buttons" for the user to touch. Any impossible or inappropriate actions are not visible in the current state. This avoids problems with improper input and reduces possible confusion for the user.
How easily can one determine mapping from intention to physical movement?
All buttons generated by our ATM interface are clearly label with their function. Determining the physical movement to perform the user's intention is a simple method of locating the button representing the user's desired operation and touching it. In addition, online help is constantly available (via a HELP button) to assist the user in determining the actions necessary to accomplish the desired action.
How easily can one perform an action?
The touch screen interface makes actions as simple as touching the screen. In addition, a voice recognition interface provides an alternative for users that would have difficulty seeing or touching the screen.
How easily can one tell if system is in desired state?
All screens generated by the ATM are clearly labeled according to function. In addition the subdivisions of tasks are shallow enough so that it is unlikely that users will become lost when moving from state to state. Finally, feedback is provided either through the display or the audio interface as the system changes states to inform the user that a new state has been entered.
How easily can one determine mapping from system state to interpretation?
The system states correspond naturally to the banking transactions that the user wishes to perform. In this way, direct interpretation of the system state is possible by the user.
How easily can one tell what state the system is in?
Each "window" in the interface is clearly labeled, providing constant feedback to the user as to what state the ATM is in. In addition, it is impossible for the system to change states without user intervention. Users are directly responsible for all changes in system state, giving the user a more intuitive feel for the state of the system.
CONCLUSION
The use of a touch screen reduces the likelihood of mechanical failures in the interface, and allows rapid introduction of new features and services. We have also been careful to consider physically challenged users in our interface design. The optional use of a voice recognition interface and audio feedback allows physically or visually impaired customers to use the ATM. We believe that our final interface design provides maximum adaptability and functionality while not straying unacceptably far from the existing paradigm for ATM interfaces.
Figure 8. Tree structure for initial ATM greeting
Figure 9. Tree structure for Deposits, Withdrawals, and Transfers
Figure 10. Tree structure for Report Generation
Figure 11. Tree Structure for Other Options