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Methodologies for the Design of ATM Interfaces: A Systematic Review:

Proceedings of the 1st International Conference on Human Systems
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DOI: 10.1007/978-3-030-02053-8_39

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 Methodologies for the Design of ATM
Interfaces: A Systematic Review

Joel Aguirre1(&), Arturo Moquillaza1,2, and Freddy Paz1

1
Pontificia Universidad Católica del Perú, Lima 32, Lima, Peru
{aguirre.joel,amoquillaza,fpaz}@pucp.pe
2
Universidad San Ignacio de Loyola, Lima 12, Lima, Peru
[email protected]

Abstract. Usability is nowadays an aspect that determines the success of any

software product, and the embedded systems in the Automated Teller Machines
(ATMs) are not the exception. This fact represents a challenge for the software
developers that are forced to guarantee the design of usable interfaces. Some
attempts to achieve the required degree of usability in a software of this domain,
involve the application of user-centered techniques in the elaboration process of
the design proposals for the functionality of the ATMs. However, there is a lack
of a formal methodological procedure. In this research, a systematic review was
conducted to identify the approaches that are used to guide the design process of
ATM interfaces. From a total of 492 studies, only 10 were selected as relevant.
Although usability is an important aspect, only a small number of authors report
the use of frameworks, that are still in the process of validation.

Keywords: User interfaces
Systematic review
User-centered design

Automated Teller Machine

1 Introduction

Through the years, advances in Information and Communications Technologies have

allowed transforming the way in which any kind of organizations offer their services,
and according to Camilli [1], multiplying their channels and point of contact with their
customers. In this sense, according to the study by ASBANC [2] (a Peruvian con-
sortium of banks), the financial system has undergone a series of major changes linked
to the way in which financial entities relate to their users. For example, today financial
clients can carry out many of their operations through alternative channels to traditional
bank branches.
According to ASBANC [2] and Mahmood and Shaikh [3], ATMs (Automated
Teller Machines) were the first major effort of banks to decentralize the delivery of their
services. The first ATM was installed by Barclays Bank in 1967, and nowadays there is
practically no bank that operates without one. In accordance with Kamfiroozie and
Ahmadzadeh [4], ATMs have evolved, from being machines with the sole purpose of
delivering money, to be complex machines capable of doing more financial operations.
However, in line with Zhang et al. [5], this increase in the functions of an ATM can
generate confusion in users, causing the loss of the sense of security in the system to

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T. Ahram et al. (Eds.): IHSED 2018, AISC 876, pp. 256–262, 2019.
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 Methodologies for the Design of ATM Interfaces 257

have more complex menus and eventually stop choosing that channel as a transactional
medium. According to Moquillaza et al. [6], the low consideration for the needs of the
end user in the design of ATM interfaces has generated serious problems of usability
and accessibility, generating discomfort and inducing operational errors. This may be
due to the fact that although there are many design guides for web interfaces and
mobile devices, there is little evidence on how to apply these principles to ATM
interfaces.
The paper is organized as follows: Sect. 2, where we describe the process to design
and perform the systematic review, Sect. 3, where we detail the obtained results, and
Sect. 4, where we present conclusions and future work.

2 Systematic Review

The systematic review was conducted based on the methodology proposed by

Kitchenham and Charters [7] [8] with the aim to reduce the researcher bias and conduct
an impartial review. The phases proposed for the review were review planning, conduct
of the review, and result analysis.

2.1 Research Questions

The definition of the research question was based on the PICOC (Population, Inter-
vention, Comparison, Outcome, Context) method. The criteria proposed by Petticrew
and Roberts [9] were used to defined general concepts in order to formulate the
research questions:
• Population: Automated Teller Machine user interfaces.
• Intervention: User interfaces usability.
• Outcome: Usability methodologies and methods for the design of highly usable
user interfaces.
• Context: Academic and business context.
The formulated questions were:
• RQ1: Which usability methodologies or frameworks have been proposed for the
design of ATM interfaces?
• RQ2: Which usability methods or techniques have been used in the design of ATM
interfaces?
• RQ3: Which usability methods or techniques have been used in the design of user
interfaces in the banking software domain?

2.2 Search Strategy

Based on the PICOC criteria described in the previous section, we defined our search
strategy. The aim of having a search strategy was to define a way to select the most
relevant studies that could answer the research questions.
258 J. Aguirre et al.

First, we defined the search terms taking into consideration the PICOC criteria,
transforming the original definitions into search terms. An evaluation of the different
viable options for the search terms was performed, and we obtained the following
search strings:
• C1: (“methodology” OR “method” OR “framework” OR “guidelines” OR “design”
OR “principles”)
• C2: (“user-centered” OR “usable” OR “ATM” OR “Automated Teller Machine”
OR “Automatic Teller Machine” OR “ATM interface” OR “user interface” OR
“bank” OR “banking software”)
• C3: (“usability” OR “interface” OR “user interface” OR “UX” OR “user
experience”)
Then, the basic search string used was:
C1 AND C2 AND C3
Then, we defined a two phases process to conduct the systematic review: the
primary search and the secondary search. The first phase, the primary search, was
performed using four online databases, well known by their references for scientific
articles and journal, conference proceedings and technical papers: ACM, ScienceDir-
ect, IEEE Xplore and SpringerLink. The secondary search was performed as the second
phase of the search process. We used the more relevant citations and references
obtained during the primary search.

2.3 Study Selection

It was necessary to define a set of selection criteria to select the most relevant studies
that would help us answer the research questions and exclude the ones which wouldn’t.
The inclusion of the studies was determined by the following criterion: The study
presents a usability methodology or process that have been applied in the design of
ATM interfaces, banking software domain or related.
The studies that fulfilled one the following criteria were excluded (criteria based on
culture and linguistic, target population, and nature of the intervention [10]):
• The study only present historical information of the search domain.
• The study presents reviews of other studies or is a systematic review.
• The study is a book or is not written in English.
In addition to these criteria, we selected all the studies between 2011 and 2018
because of the proximity in time and to avoid reporting out-of-date studies.

2.4 Synthesis Strategy

The search for the results of the present systematic review was performed on April
27th, 2018. A total of 492 studies were retrieved from the four consulted databases.
Only ten of those studies were relevant following the proposed selection strategy. Once
performed the secondary search, we did not find any other study that could contribute
to the research questions. The amount of identified studies is shown in Table 1.
 Methodologies for the Design of ATM Interfaces 259

Table 1. The total amount of papers classified by their origin database.

Database Found papers Duplicated papers Relevant papers
ACM 322 0 2
IEEE 39 0 3
Science direct 47 0 1
Springer 84 0 4
TOTAL 492 0 10

3 Results

In order to answer the research questions, the reported studies were classified based on
how they contribute to this objective. We present in the next subsections a detailed
analysis of the results that contribute to answering each research question.

3.1 Frameworks for the Design of ATM Interfaces

The systematic review results reported only one study proposing a methodology for the
design of ATM interfaces. In the study by Moquillaza and Paz [11], a user-centered
design approach is used to propose a framework for the design of the ATM interfaces
of a well-known financial institution in Perú. The proposal was applied by the ATM
developers team of the bank in mention and used an eight-step process to design the
ATM interfaces. The methodology has a user-centered approach, and it introduces two
techniques: video prototyping and storyboarding. Finally, they performed user tests
with internal users from the bank; however, both authors agree that it is necessary a
quantitative validation with formal methods.

3.2 Methods and Techniques for the Design of the ATM Interfaces
The results of the present systematic review also reported a considerable percentage of
studies applying user-centered methods and techniques in the design of ATM inter-
faces. In the study of Camilli et al. [1], they used heuristic evaluation to empirically
recognize the most common and frequent mistakes the user may incur into. The
information gathered with the technique allowed the authors to redesign the user
interface of the ATMs of a bank in Italy.
Moreover, Zhang et al. [5] used heuristic evaluation and user tests to assess the
usability and user experience in the design of user interfaces for ATMs. Moquillaza
et al. [6] with the support of a group of undergraduate students from the University of
Cauca, applied user-centered techniques, such as activity theory, user profiling, and
user tests, to design user interfaces along one semester. The final interfaces were
approved by the stakeholders, one of the leader banks in Perú, BBVA Continental.
In order to improve the usability in ATMs, Kamfiroozie and Ahmadzadeh [4]
proposed a model to design ATMs interfaces using personalization; using the historical
transactions of users to predict actions and reduce the time they spend using an ATM.
260 J. Aguirre et al.

3.3 Methods and Techniques for the Design of Banking Software

Interfaces
In the study conducted by Gumussoy [12], the author proposed a set of heuristics as a
guideline for the design of user interfaces for banking software, making the
acknowledge of the necessity of a guideline of methodology that allows us to design
user interfaces to overcome the difficulties that the complex financial system is
involved into. Realpe-Muñoz et al. [13], proposed a process for the design of usable
and secure authentication systems that involves the next activities: user requirements
analysis, the empirical design made by the domain experts and heuristic evaluation to
validate the interfaces designed, unfortunately, this process is incomplete because of
lack of validation.
Siebenhandl et al. [14] proposed a process to design a friendly interactive kiosk; in
this case, a ticket vending machine, that introduces brainstorming for the design and
user test and user stories for the evaluation of the interfaces designed. In the study of
Wardhana et al. [15], the authors proposed a user-centered design process to improve
the security perception of the user interfaces of a mobile app for communication
between parents and their children; besides the requirements analysis, they proposed
prototyping and an evaluation based on the ISO 9241 standard’s QUIM model to
validate the usefulness of the process to improve the security perception in the final
users.
Adama et al. [16] proposed a process to design mobile banking usable interface for
novice users. The authors gathered information by conducting a literature review in
order to find the most common constraint that low literate and novice user had. Then,
they design a prototype that would be tested and evaluated with user tests and SUS
questionnaires.

4 Conclusions and Future Works

The present systematic review had the objective of gathering the studies about
methodologies and methods applied to the design of ATM user interfaces. It was
performed following a predefined protocol review. In this way, we identified 492
studies, from which just only 10 papers were selected as relevant for the research
questions. From this analysis, we concluded that:
• There is a lack of formal methodologies or frameworks that allow the design of
usable interfaces for ATMs. Just one framework that uses a user-centered approach
and introduces activities such us, video prototyping and storyboarding.
• Most of the studies report the application of usability methods focusing in the
requirement analysis, prototyping and usability evaluations in the ATM, banking
software and security domain. However, they do not define a framework for the
design of the interfaces.
• The frameworks and design processes have not been validated. They are partially
validated or do not have conducted any validation test. Most of the selected studies
validate their proposals with empirical experiments and qualitative results.
 Methodologies for the Design of ATM Interfaces 261

The results establish a lack of information about how to apply the usability
knowledge in the ATM user interface design. This may cause several usability prob-
lems for the users when they use an ATM. As part of our future work, we will update
and extend the present systematic review throughout other related domains such as the
self-service domain, because it encloses the interactive kiosks, which the ATMs are an
example, and secure and interactive systems, two important features of ATMs.

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