Enhanced ATM solutions for elderly users in HK and beyond

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Enhanced ATM solutions for elderly users in HK
and beyond

• IEEM 552 Human Computer Systems
• Lois Ho, Edmond Wong, Terry Yuen, Yuen Sze Luk
• Hong Kong University of Science and Technology
• Department of Industrial Engineering and
  Engineering Management

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Agenda

• Introduction
• Literature Review
• Objectives
• Prototypes I II
• Evaluation
• Project Schedule
• Suggestions Future Development

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Introduction

• Banking Direction
• Self-serve banking
• Important Component - Automatic Teller Machines
  (ATMs)
• Most elderly were not using the ATMs

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Literature Review

• Smither et al (1991) find that elderly believe
  that the procedures involved in using ATMs are
  quite complex
• Rogers et al (1996) - safety issues of the ATMs
• Rogers et al (1997)
• non-user ? not necessary
• user ? cannot fully utilize the ATMs

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HK Census Statistics, 2001

• Nearly 20 of HK Residents are elderly

Over 80 of elderly are lowly educated
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Objectives

• To study the reasons that lead to low utilization
  of ATMs by elderly
• To propose solutions to improve this situation
• To enhance the design of ATMs

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Current Problems

• Conduct Questionnaires
• Environment
• Interface
• Menus and Instruction

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Current Problems

• Insecure feeling to the elder users
• Screen and the fonts displayed - too small
• Buttons - too small to press
• Menus and instructions - difficult to follow

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Development and Evaluation

• Prototype I an Evolution, Short term solution
• Prototype II a Revolution, Long term solution
• Evaluation study the usability

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Prototype I (1)

• Eliminate their insecure feelings
• Wrong PIN numberidentification by fingerprint
• Take too long to respondgenerate a warning tone
• Dont know what to dographic screen to guide
  along

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Prototype I (2)

• Screen and fonts should be large enough
• menu of screen options for user-selectable
  settings
• choice of three sizes of characters
• choice of color of foreground/background (black
  on white, white on black, white on red, and white
  on blue)

ABC
ABC
ABC
abc
abc
abc
abc
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Prototype I (3)

• Improve the buttons
• the size of buttons and the spacing between
  buttons
• beep for each button press
• Alternative touch screen

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Prototype I (4)

• Menus and instructions-easy to follow
• One frame one instruction
• Provide constant feedback to user (please key in
  the amount now.)

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Prototype II

• In additional to the improvement in Prototype I

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Prototype II

• Traditional ATM Video Conference
• Connected to Call center
• Big screen video conference
• Input Technology
• Magnetic card VS smart card
• PIN code VS signature and stamp recognition
• Security Located in an enclosure
• Future Video-Banking, mortgage, loan, fixed
  deposit, not only for elderly

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Prototype II

http//www.graybow.com/RetailVM/P-NCBank.htm
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Evaluation

• Conduct Think aloud protocol with domain
  experts
• HSBC, Hang Seng Bank, HCI experts, psychologist
• 100 elderly users and normal adult users
• Both gender
• Fill in questionnaires
• Collect data on usability, ergonomics, average
  turn around time, level of comfort, etc
• Evaluate any impact on normal user

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Project Schedule
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Project Schedule
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New ATMs Development Planning

• Development Phases
• Prototype 1 (1st Phase)
• Prototype 2 (2nd Phase)
• Location of New ATMs
• Lets take HK as example

• Factors considered
• Elderly population density
• Banking branch density
• Education background of elderly

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New ATMs Development Planning

• Marketing Strategies
• To promotion on the advantages and how to use the
  new ATM via
• ? Advertisement in various media such as
• TV
• Radio
• To increase the motivation of using new ATMs
• ? Organized some functions or competitions

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Project Investment

• Outsourcing the software and hardware design
• Financial Modeling
• The investment for
• Prototype 1 will mainly due to the hardware and
  software improvement and installation cost
• Prototype 2 will involve the setup cost of Call
  Center and the design and installation cost as
  well as the cost of training the call center
  representative

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Suggestions Future Development

• As capital investment of this new prototype ATMs
  should be huge and involved the long time
  development, it suggested this project should be
  developed stage by stage.
• Also, risk study, feasibility study, financial
  study and economical impact study, etc. should be
  conduced as follow up projects.

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Thank you !!!Q A
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Prototype 1
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Prototype 2