[IxDA Discuss] ATM interaction design

[Jeffrey D. Gimzek]

>> -Wording. It asks me two questions before it lets me get my cash--
>> whether I want a receipt and whether I want to see my balance first.
>> These seem like reasonable things to ask, but my choices for answers
>> are 'Sure' and 'No, thanks'. What's wrong with 'Yes' and 'No'? I just
>> want my money. I don't need the machine to try and be friendly. I see
>> all the metal. I'm not fooled. If my choices were words like 'Yes'
>> and 'No', then I think that the whole process would go more quickly.
>> I'd be tempted to not even ask questions and just present the user
>> with pairs of buttons: 'Receipt' and 'No receipt', and (on the next
>> screen) 'See Balance' and 'No'.
>>
>
> This one is a toss up for me. I bet (no research here, just a hunch)
> that the majority of users don't check the balance before
> withdrawing, and those that would choose that option first will just
> as easily select that option from the first menu (if the bank doesn't
> bury it on the second screen). I've seen some machines ask after the
> withdraw is submitted if I want to see my balance on the receipt - I
> suppose this is a privacy/security measure, but it seems like one
> more unnecessary choice to confuse a user.


this is NOT an unnecessary choice or a helpful option, it is a hidden  
and dishonest revenue stream.

you may have noticed this "check balance" option has sprung up on  
most ATMs recently... if you use your own bank's ATM, it  
automatically tells you your balance on your receipt, or even inline  
during the process.

if i have a wamu account and i check my balance on a wamu ATM, great.

however, this option is PUSHED on machines now - ie: first question  
prominence.

are they trying to be "helpful"? of course not.

if you are using ANOTHER bank's card on the wamu machine, both wamu  
and your bank charge you to display that balance.

$2 for the ATM's charge, another $2 for your bank's charge.

$4 x millions of users, and no notification is given that this option  
will cost you.

this is a prime example of a false "feature" in a consumer user  
interface - it isnt to help you, it's to rip you off.


jd