Show me the money!
During a recent trip to San Francisco, I found myself face-to-face with a Bank of America ATM at the Ferry Building Marketplace. Our encounter would be brief. After sliding my debit card through the reader and entering my PIN, I was presented with a number of options on the touch screen, including multiple cash denominations. Rather than pressing “OK” or “Enter” and being presented with various transaction types, I simply selected the amount I wanted. Moments later my cash and receipt were dispensed and I was on my way. Total number of keystrokes, including a 4-digit PIN: five.
Yesterday I made a withdrawal from the Bank of Hawaii ATM located in Kaimuki. First off, it “eats” my card, as opposed to swiping it. Then it requests my PIN, and instructs me to “Press Here After”. OK. Select a transaction type, “Fast Cash”. Select an account (even though I only have one), “Checking”. Select a preset amount, “$20″. Some whirring occurs and the cash is dispensed. Shortly after, my card is ejected, along with a receipt. Total number of keystrokes, eight. That’s 60% more effort than the Bank of America ATM required for the same transaction, and an unexpected lesson in how thoughtful design can substantially improve usability and user experience.
