Investigating the Human Computer Interaction Problems with Automated Teller Machine (ATM) Navigation Menus

Curran, Kevin; King, David A.

doi:10.5539/cis.v1n2p34

Cited by 10 publications

(7 citation statements)

References 6 publications

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“…The growing recognition of the importance of taking a user perspective on security can be seen within a number of areas of ATM research. These include the design of navigation menus (Curran & King, 2008), improved usability and user experience (Camilli et al, 2011), user's perceived physical privacy (Little, 2003;Little et al, 2005), and authentication mechanisms (e.g., De Luca et al, 2010;Renaud & De Angeli, 2004). The issue of authentication has received considerable attention in recent years.…”

Section: The Problem Of Security From a User Perspectivementioning

confidence: 99%

“…ATMs were broken into and attempts were made to steal entire machines, or they were sealed with silicon and broken open using explosives. These types of attacks are now countered with dye markers or smoke canisters which deny the thief the money inside the machine by rendering the cash unusable if opened by force (Curran & King, 2008). Security of ATMs has now moved on to consider threat via technology, which is much more subtle and increasingly difficult to detect as opposed to its physical counterpart.…”

Section: Introductionmentioning

confidence: 99%

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Using the health belief model to explore users' perceptions of ‘being safe and secure’ in the world of technology mediated financial transactions

Davinson

Sillence

2014

International Journal of Human-Computer Studies

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Fraudulent transactions occurring via the Internet or Automatic Teller Machines (ATMs) present a considerable problem for financial institutions and consumers alike. Whilst a number of technological improvements have helped reduce the likelihood of security breaches, users themselves have an integral role to play in reducing technology mediated fraud. This paper focuses on the role of the user, specifically capturing information about their perceptions and behaviour when using technology to complete financial transactions. Semi-structured interviews with twenty-nine participants were conducted to increase knowledge and understanding in this domain. The findings are guided by the components of the Health Belief Model (HBM) which is used as a framework for exploring critical issues associated with behavioural change. Results indicate that users typically felt safe and secure whilst conducting financial transactions online and at the ATM. The users' perceived level of threat was low mainly because they thought it unlikely that they would be a victim of fraud and because of a reduced sense of responsibility for any negative outcomes. Whilst users were aware at a superficial level of what fraudulent activities take place they were less sure about behaviours designed to counteract fraud and their potential efficacy. Furthermore, security concerns among ATM users were not as high as concerns among Internet users with Internet users appearing to take more individual responsibility for their more personal technologies in more private spaces. The paper concludes with some practical implications based around the HBM suggesting user focused ways forward for encouraging secure behaviour.

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Section: The Problem Of Security From a User Perspectivementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Using the health belief model to explore users' perceptions of ‘being safe and secure’ in the world of technology mediated financial transactions

Davinson

Sillence

2014

International Journal of Human-Computer Studies

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“…The study by Kevin Curran and David King examines a variety of UK Bank ATM navigation menus and proposes a best of breed ATM menu. This research paper focuses on the user interface design problems [4]. ATM navigation menus could be improved considerably to make ATM's more usable [5].…”

Section: Atm's General Using Stepsmentioning

confidence: 99%

“…A good interface design can help to ensure users carry out task easier when the using the system, which has the following characteristics [4]:…”

Section: The Approach Of Optimal Menu Design For At-mmentioning

confidence: 99%

A Survey on Human Computer Interaction Technology for ATM

Zhang¹,

Wang²,

Deng³

et al. 2013

IJIES

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Human computer interaction technology has been applied too much in Automated Teller Machine's design, such as interface design. In this paper, we have done a survey on human computer technology for ATM and presented an investigation of the ATM's design on the precious literatures. The user experience test and evaluation of the prototype are reviewed and discussed in details, and we find the defects and the improvement of the ATM's design. In the end, we propose some suggestions and discussion in future works.

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“…They have also enhanced their kiosk by adding a wide range of services such as withdrawal, balance, recharge of mobile phone credit and other types of payment. However, despite their importance and the increasing number of functions, kiosk interface often show usability shortcomings and the user experience could be frustrating [4]. According to Raskin,[14] to the user the interface IS the product, a frustrating experience and usability problem will have consequences on ability of users to achieve their goals and on the overall brand image of the bank .…”

Section: Introductionmentioning

confidence: 99%

User-centered design approach for interactive kiosks

Camilli

Dibitonto

Vona

et al. 2011

Proceedings of the 9th ACM SIGCHI Italian Chapter International Conference on Computer-Human Interaction: Facing Complexity

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Improvements in bandwidth and computing led towards a growth of technological solutions in services. Also, users developed expectations and skills in their interaction with technology. Despite web and mobile technology makes available a great deal of advanced and engaging apps (e.g., social and geo-localized), less-sophisticated and appealing systems (e.g., automatic teller machines, ticket machines) still represent the most widespread contact points between organizations (e.g., banks, transportation companies) and their clients. In this scenario banks are challenging a service innovation by introducing new services in their ATM. However, this increase in services does not seem to match an appropriate level of usability and user experience. The present work investigates the relation between usability and user experience in kiosk through a usability evaluation and a further redesign process for an ATM of an Italian major bank. The redesign process, centered on the users needs, was aimed to solve usability issues and enhance the effectiveness of the system and the overall user experience 1) by operating major changes in the original structure and 2) by introducing new profile-based functions. In order to test the effectiveness of design hypothesis, a prototype was developed and tested with a sample of users.. Result showed an enhancement of user satisfaction and a reduction of the error rate mainly due to the introduction of profile-based functions.

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Investigating the Human Computer Interaction Problems with Automated Teller Machine (ATM) Navigation Menus

Cited by 10 publications

References 6 publications

Using the health belief model to explore users' perceptions of ‘being safe and secure’ in the world of technology mediated financial transactions

Using the health belief model to explore users' perceptions of ‘being safe and secure’ in the world of technology mediated financial transactions

A Survey on Human Computer Interaction Technology for ATM

User-centered design approach for interactive kiosks

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