Designing human-computer interface is delicate and requires a high understanding of the needs of the user and proper analysis of system functionalities (Schneidermann, 2010, 45-223). In the context of design, artifacts are typically created to serve particular purposes within the area of application and also meet the expectation. To achieve the goals of the design, it is important for designers to deploy heuristic evaluation so as to find out what best fits the users (Kolko, 2010, 25-30). In the contemporary world, several artifacts have been designed and continue to earn plaudits for their fulfillment of user needs. The artifact in focus is ATM.
ATM Machine
Automated Teller Machines are computerized devices often purposed to enhance the user interaction with financial institutions (Kruschitz & Hitz, 2010, 23-32). They are cash dispensers through which bank customers access their accounts in a secure way. ATM acts as a medium of interaction between clients and the service provider. There are some interactive services that users can achieve at the ATM. Many of the functionalities in the ATM are aimed at enabling users to perform their desired financial transactions autonomously without going to the banks (Følstad & Knutsen, 2010, 1-9). It is important to users of the system to understand the functionalities of the system and the services that are supported by the system. The users are given an electronic card through which the interaction is enabled. The users can view their accounts, withdraw their money, make deposits of funds as well as check their balances on the account. When the user inserts the electronic card, they are requested by the machine to enter their personal identification number. It then authorizes the interaction if the PIN is valid. The user can then perform the number of available operations accepted by the ATM. The card displays options and results through a screen from which the user selects options.
ATM Users
Retrieved from: http://www.uml-diagrams.org/bank-atm-uml-use-case-diagram-example.html
The users of the ATM are bank customers and holders of the ATM card. There are different types of users of an ATM; customer, and administrator.
Customer-the customer is the bank account owner and holder of ATM card who visits the machine to perform financial operations. The customer uses the private PIN to identify themselves for the machine that authorizes transactions upon validation (Reeves & Sherwood, 2010, 25-45). When the PIN entered on the machine is correct, and then, the system will allow the user to access their accounts and carry out transactions.
Administrator-the ATM administrator is the person who fills the machine with cash and services it when there is the necessity. The administrator often ensures that the ATM is usable and prepares it to have sufficient cash for customers (Chiang & Tomimatsu, 2011, 45-53).
Personas
Jones-he is a worker at Software International and an account holder at the bank and a father of an eight-year-old kid. He receives monthly salary through his account at the bank, but he’s normally too busy to visit the banks within the working hours. Therefore, he uses the ATM to perform his financial operations with the bank. He makes withdrawals, deposits funds, and check balance.
Thomas-he is an IT technician and system administrator at the bank and an employee. He performs administrative services on the ATM and ensures that the system is up for usage by the customers at any given time. He repairs the machine and fills it with cash. The system administrator ensures that cash is available to the users.
Setting of the interaction
The interaction is conducted on a screen that is mounted on the user side of the ATM. It displays the system messages that are meant for users. It also has a keypad that is used for numeric inputs by the user to gives instructions to the machine. The machine also has cash dispenser that dispenses the authorized cash from the ATM for users to collect (Clark, 2011, 13-21). The ATM is normally a standalone system that that can be set up in the bank environment at isolated points. Only the user interface is visible to the public and customers.
Specific functions
Cash withdrawal
Withdrawal of cash from ATM involves insertion of the electronic card into the machine. When the users provide the correct identification number for the card, the transaction is authorized and initiated by the ATM (Clark, 2011, 13-21). The user then chooses to the withdraw option and enters the amount they wish to withdraw. The system then checks the availability of the amount in the user account from the database before authorizing the transaction.
Retrieved from: http://creately.com/diagram/example/hlzh2z7x2/atm%20cash%20withdrawal
Cognitive walkthrough
Good example-Jones visits the ATM to withdraw cash for his kid’s school fee. He had visited the bank but found a long queue that he could not wait. He decides to make the transaction through the ATM where there is no queue. Upon arriving at the machine, he inserts the card in the hope of getting the amount that could help $300 but is only allowed to withdraw from his basic account in a day. It is good because he can get cash his limit from the machine.
Bad example-Jones goes to a different ATM to withdraw the remaining amount but finds his transaction limit for the day exhausted and cannot make any further transaction for that day. He feels frustrated about it as he cannot pay the full fee and has to adjourn till the following day. It is bad since he’s not able to make any withdrawal despite the urgent need.
Why the ATM is designed to have daily limit
The limit is a security precaution due to the vulnerability of the cards to pilferage. When the cards are stolen or lost the identity is stolen, the unauthorized user is prevented from causing total damage and also gives the holder time to report, and the card is blocked from usage by the bank (Clark, 2011, 13-21).
Heuristic evaluation
There are principles that govern HCI. The ATM has portrayed several design principles as follows;
Software should always behave like real human
The ATM displays feedback messages on the screen and asks critical questions just as the teller in the bank would do. It asks if the user intends to perform another transaction.
Consistency and learnability
The ATM is constituent with instructions and process of transaction thus making it easy to understand and learn. It is predictable hence enable users to learn it.
Protect user’ work
The machine ensures that the user inputs the PIN before every transaction. When one is done, it asks if the user intends another transaction then and if the user chooses the yes option, they have to key in the password again (Schneidermann, 2010, 45-223).
Do not make the user appear stupid
The machine offers instructions throughout the transaction to ensure that users do not feel foolish (Schneidermann, 2010, 45-223). It asks several questions to guide any transaction. After the user inputs the PIN, it asks if there is any operation the user wants to perform.
Future ATMs
The future machine should have voice user interface throughout the transaction to enable the users more like being in the bank. It will make the interaction possible even to the illiterates who sometimes find it difficult and cumbersome to do the transaction for fear of being illiterate. Sometimes they might have difficulty in reading hence will be able to perform instructions easily. The principle of design requires that systems are made simple and easy to use. Adopting VUI will simplify the interaction (Kruschitz & Hitz, 2010, 23-32). With the future technological advances incorporating voice user interfaces as the main goal of human-computer interaction, it is important to take advantage of the technologies. However, the advancement might be disadvantageous to the deaf and people with hearing impairment.
Bibliography
Schneidermann, B. 2010. Designing the User Interface. User Interface Design Principles, 45-223. Retrieved March 4, 2016.
Kolko, J. 2010. Computing and Human Computer Interaction. Thoughts on Interaction Design, 25-30. Retrieved March 4, 2016.
Kruschitz, C., & Hitz, M. 2010. Are human-computer interaction design patterns really used? Proceedings of the 6th Nordic Conference on Human-Computer Interaction Extending Boundaries - NordiCHI '10, 23-32.
Følstad, A., & Knutsen, J. 2010. Online User Feedback in Early Phases of the Design Process: Lessons Learnt from Four Design Cases. Advances in Human-Computer Interaction, 2010, 1-9.
Reeves, S., & Sherwood, S. 2010. Five design challenges for human computation. Proceedings of the 6th Nordic Conference on Human-Computer Interaction Extending Boundaries - NordiCHI '10, 25-45.
Chiang, C., & Tomimatsu, K. 2011. Interaction Design Teaching Method Design. Human-Computer Interaction. Design and Development Approaches Lecture Notes in Computer Science, 45-53.
Clark, K. A. 2011. Human Interaction and Collaborative Innovation. Human Centered Design Lecture Notes in Computer Science, 13-21.
