Accessibility Analysis of ATM
Collected user behavior through ethnography to analyze the accessibility of the current ATM design by people who are blind or have low vision, and suggested solutions for simplifying their experience as part of Human Computer Interaction class final project.
My Role: User Research
Duration: 4 weeks
Techniques Used: Ethnographic Research, Accessibility Analysis
Team Size: 4
The Who and The Why?
ATM (Automatic Teller Machine) is one of the most essential platforms existing today. However, it remains far from the reach of the visually impaired. We analyzed the ATM for accessibility to research about the loopholes in the current design and the improvisations that can be made on the same.
The How?
The methodologies followed were:
Ethnographic Research
Places visited: Blind People's Association, Ahmedabad and ATM for the blind in Ahmedabad and Baroda
Number of Participants: 20
Duration: 40 minutes.
Other details: The participants were students and young professionals using ATM with partial (about 40%) visual impairment to complete blindness, aged between 18-35 years, Technology Head of Blind People's Association, Ahmedabad (worked on design of ATM), and security guard at the ATM for blind.
Assumptions: Following are the assumptions we have taken as per the interviewee inputs for the analysis and study conducted-
All of them claimed to need no assistance in reaching the ATM.
Not everyone knows how to read Braille.
They distinguish currency notes by the difference in their size.
They know when to collect the cash from the dispenser by its sound.
They are comfortable in using the normal keypad with some audio assistance.
Accessibility Analysis
We analyzed the POSITIVES and NEGATIVES in the current standard design of the ATM for blind
The POSITIVES
A pair of headphones hanging to the side for audio.
Audio step by step guidance with Tutorial at start.
Extensive guidelines for location of number pad and keys.
Braille inscribed over slots for cash, receipt, card
Option to blank out the ATM screen
Other functions synonymous to normal ATM
The NEGATIVES
Normal number pad with no braille.
Lack of a standard placement of audio jacks across different ATM machines. This can pose as a problem to the visually impaired while inserting headphones.
In some of the ATM machine rooms, an authentication is required to enter in the room. However, since this is not uniform across all the banks, it becomes difficult to identify if the room needs an authentication or not.
The position of the card insertion slot is not the same in all the ATM machines. Moreover, a visually impaired would find it hard to determine the right side of the magnetic strip that goes inside the slot.
ATM shouldn’t keep card into the machine till the end of the process. This process makes a person fearful of having done something wrong and can also make the person panic. Hence, the best practice would be, having to just swipe the card in order to use the machine.
For the visually impaired, ATM machines with a touch screens to select the menus, act as a barrier to utilizing all the functionalities of the machine to the fullest.
The cash and check deposit slots don’t have clear distinction and it’s hard to figure out which one is which, for a visually impaired.
Image of an ATM for blind marking out the various slots for card, headphone, cash and check.
The What?
Following are the suggested solutions:
Unobstructed Path: There should be unobstructed path leading to the ATM with clear floor space for wheelchair accessibility.
Standardized Authentication: If the room having the ATM would need authentication to enter inside, it should be either present across all the ATMs or should not be present at all. If it is present, the door handles can have braille inscriptions indicating the same and helping them with instructions.
Braille Inscribed ATM Cards: ATM Cards should have braille inscription which should also indicate on which side of the card is the magnetic strip.
Height and Reach: The height and reach of the input controls of the ATM should be consistent to ensure customers can easily access them.
Uniform position of audio jacks: The position of the audio jacks should be uniform across all the machines and should have braille instructions. The headphones should be attached to the machine by default and the position of them can be made constant so that it is not difficult for the people to identify their placement.
Voice guidance: The ATMs should be speech enabled to help the customers. They should always keep them informed about what is going on, through appropriate feedback within reasonable time.
Display Screen: The display screen should have enough color contrast with the background.
Braille Instructions: There should be appropriate braille instructions accompanying all the texts, slots, and jacks.
Consistent key pads: The key pads should contrast the background surfaces and should be tactically discernible, meaning their surfaces should be raised from their surrounding surfaces. The arrangement of the number pad should be consistent- either in ascending order or in descending order.
Positioning of the slots: The cash insertion slot should be positioned such that it can be distinguished easily from the check insertion slot and the cash dispenser.
Standard number pad: The design of the number pad needs to stay consistent across various platforms. For example, the computer keypad varies from the ATM keypad, as can be seen in the images below.
Notice how the arrangement of the number in a computer keypad is different from the ATM. The ATM has ascending arrangement from top to bottom while the computers have descending arrangement.
Challenges
Communicating the goals of the project to the users was a bit difficult since we had to make sure they feel comfortable with us in talking about their problems while using an ATM. Therefore, I realized that talking to them about mutual interests and getting to know them helps in breaking the ice.
One essential component of ethnography is to observe the users in their surrounding performing their task and as a researcher learning the technique for the first time, I was curious to ask them questions to understand the “Why”s behind their behavior. However, it is important to respect their privacy and not make them feel uncomfortable at any time. Therefore, I had to find the right balance between observing and asking questions. I learned that asking follow-up questions to the users later and comparing my observation notes with their answers was really helpful to ensure I don’t disturb them while also collect sufficient qualitative data.
Key Takeaways
Special care to include all the audience needs should be taken while conducting accessibility analysis.
It is important to gain the trust of the target audience so that they are comfortable in sharing their grievances with you.
It is crucial to respect their privacy and empathize with them to carefully understand their needs.
Next Steps
If I had more time, I would have loved to work on:
Designing a solution based on the findings that simplifies their experience of using an ATM and receive their feedback on the improved designs.
Conducting accessibility analysis with people with hearing loss to assess the efficiency of ATM facilities provided for them.