Hugo Cheung

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Project Overview

This case study explores the redesign of ATM interfaces to enhance usability and accessibility for diverse user groups, particularly elderly individuals. The project focuses on simplifying navigation, integrating multi-language support, and introducing cardless withdrawal methods through innovative features such as QR code transactions. By leveraging user-centered design principles, extensive user testing, and modern technological integrations, the project aims to redefine ATM interactions. The outcome is an intuitive interface that balances functionality with security, addressing key pain points in traditional ATM systems while ensuring a seamless user experience.

of users reported concerns about ATM security
0 %
had trouble navigating the menu interface
0 %
of users said simplified options would improve the experience
0 %

Designing Safer ATM Access for Everyone

Reimagining the ATM experience for seniors through empathy, research, and cardless solutions.

Problem and Solution

0 %

Fear of card theft — worried about losing cards or fraud.

0 %

Confusing navigation — too many unclear steps and options.

0 %

Fear of card theft — worried about losing cards or fraud.

Solution

Cardless QR system: Scan a QR code from the app, no physical card needed.

Simplified UI flow: Fewer steps, clear buttons, and progress indicators.

High-contrast design: Larger fonts, clear icons, and multilingual support.

Projects Timelines

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2-4 weeks

Research

2-4 weeks

Discovery

2-4 weeks

Solution

Empathize

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Who needs this redesigned ATM?

  • Senior Citizens
  • Tourists/Immigrants
  • Disabled Users
  • Everyday Users

What are the key user requirements for a better ATM experience?

  • Maintain independence by handling personal finances without assistance.
  • Feel secure while using ATMs, especially when entering her PIN.
  • Have a simplified ATM experience that reduces confusion and errors.

How can the ATM interface be redesigned to enhance user satisfaction?

  • Maintain independence by handling personal finances without assistance.
  • Feel secure while using ATMs, especially when entering her PIN.
  • Have a simplified ATM experience that reduces confusion and errors.

POTENIAL USER INTERVIEW

Our survey reveals several key issues that users face with current ATMs, along with suggestions for improvements.

Too Many Options

She gets confused when the screen has too many choices, especially in a hurry.

“I’m worried I might press the wrong button.”

Small Buttons & Touch Issues

Touch screens can be unresponsive or hard to use due to shaky hands.

“The buttons are too small… tricky to get it right.”

Too Fast Transitions

The interface moves too quickly from one screen to another.

“I don’t have enough time to read everything carefully.”

Visual & Text Barriers

She finds it easier when font sizes are larger and text is clearer.

“Simplifying the options and making the text bigger would help.”

Too Fast Transitions

Concerned about people seeing her PIN or info.

“Give me more privacy while entering my information.”

Reluctant to Switch to Cardless ATM

She’s familiar with card use, but nervous about learning a new system.

“I’d need more time to learn how to use it.”

Received 70 responses in a week

Our survey reveals several key issues that users face with current ATMs, along with suggestions for improvements.

Explore All Features
1. Frequency of ATM Use

This shows ATMs are still regularly used, but there’s room to improve the experience.

2. Top Difficulties Users Face

46.8%

Security concerns

Most users struggle with navigation, readability, and feeling secure.

3. What Users Want Improved

Users want cleaner interfaces and easier physical access, not just new tech.

4. Language Barrier Concerns

Multilingual support and clear visual aids can reduce confusion.

5. Cardless Withdrawals

This shows potential for cardless design, but trust and usability are key.

6. Satisfaction & Priorities

46.8% satisfied

, but 40.5% feel neutral
The most important ATM features are:

  • Security – 39.2%
  • Ease of use – 19%
  • Speed of transactions – 17.7%

Define

The Define phase is about turning insights from the Empathize stage into clear problem statements, helping us pinpoint what users are truly struggling with.

Define

The Define phase is about turning insights from the Empathize stage into clear problem statements, helping us pinpoint what users are truly struggling with.

Based on Potential User Interview*

Maria Dela Cruz (65)
Retired, living in Toronto, Originally from the Philippines

As an independent senior, I want to use the ATM securely and without confusion.

ABOUT

65 years old, Originally from the Philippines, now living in Toronto for a long time. She has moderate experience using ATMs but struggles with new features like cardless withdrawal.

TECH KNOWLEDGE

ATM Use
Mobile Apps
Cardless/Advanced Tech

MOTIVATIONS​

  • Maintain independence by handling personal finances without assistance.
  • Feel secure while using ATMs, especially when entering her PIN.
  • Have a simplified ATM experience that reduces confusion and errors.

GOALS

  • Withdraw cash securely and easily
  • Perform basic ATM tasks independently
  • Avoid complex steps in transactions

PAIN POINTS

  • Withdraw cash securely and easily
  • Perform basic ATM tasks independently
  • Avoid complex steps in transactions

Based on Potential User Story*​

Maria Dela Cruz (65)
Retired, living in Toronto, Originally from the Philippines

As an independent senior, I want to use the ATM securely and without confusion.

ABOUT

65 years old, Originally from the Philippines, now living in Toronto for a long time. She has moderate experience using ATMs but struggles with new features like cardless withdrawal.

TECH KNOWLEDGE

ATM Use
Mobile Apps
Cardless/Advanced Tech

MOTIVATIONS​

  • Maintain independence by handling personal finances without assistance.
  • Feel secure while using ATMs, especially when entering her PIN.
  • Have a simplified ATM experience that reduces confusion and errors.

GOALS

  • Withdraw cash securely and easily
  • Perform basic ATM tasks independently
  • Avoid complex steps in transactions

PAIN POINTS

  • Withdraw cash securely and easily
  • Perform basic ATM tasks independently
  • Avoid complex steps in transactions

Based on Potential User Interview*

USER PERSONA

Based on Potential User Interview*

Maria Dela Cruz (65)
Retired, living in Toronto, Originally from the Philippines

As an independent senior, I want to use the ATM securely and without confusion.

ABOUT

65 years old, Originally from the Philippines, now living in Toronto for a long time. She has moderate experience using ATMs but struggles with new features like cardless withdrawal.

TECH KNOWLEDGE

ATM Use
Mobile Apps
Cardless/Advanced Tech

MOTIVATIONS​

  • Maintain independence by handling personal finances without assistance.
  • Feel secure while using ATMs, especially when entering her PIN.
  • Have a simplified ATM experience that reduces confusion and errors.

GOALS

  • Withdraw cash securely and easily
  • Perform basic ATM tasks independently
  • Avoid complex steps in transactions

PAIN POINTS

  • Withdraw cash securely and easily
  • Perform basic ATM tasks independently
  • Avoid complex steps in transactions

Based on Potential User Interview*

Based on Potential User Story*​

Maria Dela Cruz (65)
Retired, living in Toronto, Originally from the Philippines

As an independent senior, I want to use the ATM securely and without confusion.

ABOUT

65 years old, Originally from the Philippines, now living in Toronto for a long time. She has moderate experience using ATMs but struggles with new features like cardless withdrawal.

TECH KNOWLEDGE

ATM Use
Mobile Apps
Cardless/Advanced Tech

MOTIVATIONS​

  • Maintain independence by handling personal finances without assistance.
  • Feel secure while using ATMs, especially when entering her PIN.
  • Have a simplified ATM experience that reduces confusion and errors.

GOALS

  • Withdraw cash securely and easily
  • Perform basic ATM tasks independently
  • Avoid complex steps in transactions

PAIN POINTS

  • Withdraw cash securely and easily
  • Perform basic ATM tasks independently
  • Avoid complex steps in transactions

EMPATHY MAP

Based on Potential User Interview*

Based on Potential User Story*​

IA SITE MAP

USER FLOW

Based on Frequent User*

Based on Occasional User*

USER FLOW

Journey Map

Supporting Subheading

WIREFRAMES

Mid-fidelity
High Fidelity

Clear & straightforward design.

Version A offers an intuitive interface that simplifies navigation and makes the functions easy to understand.

Efficient functionality.

The minimalistic layout in Version A allows users to focus on key actions without distractions.

Comprehensive but cluttered.

Version B provides detailed information, but the excessive content could overwhelm users.

Overloaded with features.

The inclusion of too many elements in Version B makes the interface less user-friendly despite its features.

A/B testing

users prefer Login Page A

0 out of 6

Clear & straightforward design.

Version A offers an intuitive interface that simplifies navigation and makes the functions easy to understand.

Efficient functionality.

The minimalistic layout in Version A allows users to focus on key actions without distractions.

Comprehensive but cluttered.

Version B provides detailed information, but the excessive content could overwhelm users.

Overloaded with features.

The inclusion of too many elements in Version B makes the interface less user-friendly despite its features.

Develop

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ATM

Try the Prototype here

NaturCycle is a sustainable beauty brand that transforms recycled waste into eco-friendly skincare products, promoting self-care and environmental stewardship. By combining innovation with sustainability, NaturCycle advocates for a greener future while redefining the beauty industry’s approach to waste.

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Please Login Figma when u see the protoype

mobile

Solution

NaturCycle is a sustainable beauty brand that transforms recycled waste into eco-friendly skincare products, promoting self-care and environmental stewardship. By combining innovation with sustainability, NaturCycle advocates for a greener future while redefining the beauty industry’s approach to waste.

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User Experience Challenges

Ease of Navigation
Ensuring the app is easy to navigate for users who prioritize efficiency and simplicity.

Informational Clarity
Providing clear and reliable information about the sustainability of products to combat greenwashing concerns.

Product Variety and Authenticity

Genuine Eco-Friendly Options
Offering a wide range of verified natural and organic skincare products to meet user expectations.

Diverse Product Range
Ensuring the product range meets the needs of users with varied preferences for eco-friendly products.​

Sustainability Communication

Highlighting Eco-Friendly Aspects
Making the sustainability features of NaturCycle products prominent and understandable.

Educating Users
Educating users about sustainable practices and the environmental impact of their choices.​

Customer Engagement & Support

Engaging Content
Creating engaging and interactive content to keep users informed and involved in sustainability initiatives.

Reliable Order Tracking
Implementing a robust order tracking system to ensure a satisfying and trustworthy shopping experience.

Community Involvement
Encouraging users to share their sustainability practices and fostering a sense of community.​

Featured Resources

Automation Resources

ATM UX Redesign

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UX/UI Design

Timeline

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8 Weeks

Category

Financial Technology

Year

2024

User Journey Map

Learnigng and next step

Data Visualization

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Open Sourced Models

Get your hands on an abundance of ready-made models to inject creativity and efficiency into your work. Join forces, make it your own, and explore uncharted territory.

Curated Dataset

Explore a wealth of well compiled information that will enhance your research and insights. Use it as a springboard for further study and creative thought.

Portfolio Building

Create a portfolio that highlights your background, abilities, and achievements. Raise your professional profile and get more favorable chances.

Learnigng and next step

This case study explores the redesign of ATM interfaces to enhance usability and accessibility for diverse user groups, particularly elderly individuals. The project focuses on simplifying navigation, integrating multi-language support, and introducing cardless withdrawal methods through innovative features such as QR code transactions. By leveraging user-centered design principles, extensive user testing, and modern technological integrations, the project aims to redefine ATM interactions. The outcome is an intuitive interface that balances functionality with security, addressing key pain points in traditional ATM systems while ensuring a seamless user experience.

Learnigng and next step

This case study explores the redesign of ATM interfaces to enhance usability and accessibility for diverse user groups, particularly elderly individuals. The project focuses on simplifying navigation, integrating multi-language support, and introducing cardless withdrawal methods through innovative features such as QR code transactions. By leveraging user-centered design principles, extensive user testing, and modern technological integrations, the project aims to redefine ATM interactions. The outcome is an intuitive interface that balances functionality with security, addressing key pain points in traditional ATM systems while ensuring a seamless user experience.

Learnigng and next step

This case study explores the redesign of ATM interfaces to enhance usability and accessibility for diverse user groups, particularly elderly individuals. The project focuses on simplifying navigation, integrating multi-language support, and introducing cardless withdrawal methods through innovative features such as QR code transactions. By leveraging user-centered design principles, extensive user testing, and modern technological integrations, the project aims to redefine ATM interactions. The outcome is an intuitive interface that balances functionality with security, addressing key pain points in traditional ATM systems while ensuring a seamless user experience.

Open Sourced Models

Get your hands on an abundance of ready-made models to inject creativity and efficiency into your work. Join forces, make it your own, and explore uncharted territory.

Curated Dataset

Explore a wealth of well compiled information that will enhance your research and insights. Use it as a springboard for further study and creative thought.

Portfolio Building

Create a portfolio that highlights your background, abilities, and achievements. Raise your professional profile and get more favorable chances.

Hi, I’m Hoi Kwan Cheung

Product & Visual Designer

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