UX & UI Case Study

ATM Redesign

<span data-metadata=""><span data-buffer="">Project

UX/UI Design

Timeline

8 Weeks

Year

2024

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.

Challenge

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

The survey on ATM among young people reveals that 59% don't independently take decisions on their finances.

However, 41% of women make their own decisions."

The problem

Card Dependency

0 %

Card Dependency

0 %

Card Dependency

0 %

Card Dependency

0 %

Card Dependency

0 %

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.

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

Concerned about people seeing her PIN or info.

“Give me more privacy while entering my information.”

Small Buttons & Touch Issues

“Give me more privacy while entering my information.”

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.

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

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

, 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.

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

Discover

Evaluation

Prepartion

Transaition

Wrap-up

User decides to withdraw cash

Approaches ATM interface

User scans QR code on ATM or gets ready to tap with NFC

User enters PIN into mobile app (if QR used)

User feels satisfied or confused depending on clarity

Notices ATM nearby or remembers ATM location

Checks for QR code or NFC options on ATM screen

ATM displays PIN or NFC reader prompt

ATM confirms identity and starts cash withdrawal

If successful, leaves ATM with confidence

Opens mobile app in advance to speed up process

Confirms mobile is ready to scan or tap

User reads instruction from phone or ATM

User completes transaction and receives cash

If unclear, may feel unsure or need to try again

Feels unsure which ATM supports contactless features

May hesitate if ATM doesn't show clear options

May feel rushed if timer is counting down

Checks receipt or confirmation message

Considers whether to use this feature again

Design Concepts

Data Visualization

Create interesting visualizations out of data that will grab attention. Raise the bar on your audience-pleasing, data-driven conclusions. Learn to see the world through new eyes.

Statistical Analysis

Use Our Statistical Analysis service to understand patterns, trends, and probabilities in raw data and provide findings with practical application.

Modal Training Dataset

Our Modal Dataset training service helps you jumpstart creativity, boost precision, and accelerate algorithm performance. Get a training data advantage for yourself.

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Use Our Statistical Analysis service to understand patterns, trends, and probabilities in raw data and provide findings with practical application.

A/B Testing

A

User Feedback

The problem

A

Based on Frequent User*

Based on Occasional User*

Menu	Breakfast	Lunch
Monday	Egg Benedict	Fish and Chips
Tuesday	Buttermilk Pancake	General Tso's Chicken
Wednesday	Brioche French Toast	Steamed Corn
Thursday	Cinnamon Roll French Toast	Chocolate Chip Cookie
Friday	Santa Fe Sandwich	Edamame Succotash
Saturday	Country Fried Steak & Egg	Tomato & Mozzarella on Focaccia
Sunday	Steak & Egg	Rolled & Steel-Cut Oatmeal

USER FLOW

Based on Frequent User*

Based on Occasional User*

IA SITE MAP

A/B testing

To identify the most user-friendly and secure cardless ATM withdrawal experience, I conducted A/B testing comparing two designs.

Users prefer version B

0 out of 6

User Feedback

A

B

1/ The app offers both NFC tap and QR code scan options on the same screen.

2/ Users can choose their preferred method for completing the transaction.

User Feedback

Version B was preferred by users overall.

Users valued having both NFC and QR options in one place, giving them flexibility.

The process felt faster and more convenient, especially for those familiar with modern payment methods.

While the interface felt slightly busy at first, most users adapted quickly and appreciated the choice.

This solution allows different ATMs to adopt the system without needing a full redesign — ATMs without NFC can still use the QR code function, so no new hardware is required.

Supporting Subheading

WIREFRAMES

Mid-fidelity

High Fidelity

Design Principles

Data Visualization

Create interesting visualizations out of data that will grab attention. Raise the bar on your audience-pleasing, data-driven conclusions. Learn to see the world through new eyes.

Statistical Analysis

Use Our Statistical Analysis service to understand patterns, trends, and probabilities in raw data and provide findings with practical application.

Modal Training Dataset

Our Modal Dataset training service helps you jumpstart creativity, boost precision, and accelerate algorithm performance. Get a training data advantage for yourself.

Learnigng and next step

Data Visualization

Create interesting visualizations out of data that will grab attention. Raise the bar on your audience-pleasing, data-driven conclusions. Learn to see the world through new eyes.

Statistical Analysis

Use Our Statistical Analysis service to understand patterns, trends, and probabilities in raw data and provide findings with practical application.

Modal Training Dataset

Our Modal Dataset training service helps you jumpstart creativity, boost precision, and accelerate algorithm performance. Get a training data advantage for yourself.

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

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Portfolio Building

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mobile

User Interface Design

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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.

mobile

Solution

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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

Customer Engagement & Support

Data Table 2

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Waiting express if prevent it we an musical. Especially reasonable travelling she son.

Menu	Breakfast	Lunch
Monday	Egg Benedict	Fish and Chips
Tuesday	Buttermilk Pancake	General Tso's Chicken
Wednesday	Brioche French Toast	Steamed Corn
Thursday	Cinnamon Roll French Toast	Chocolate Chip Cookie
Friday	Santa Fe Sandwich	Edamame Succotash
Saturday	Country Fried Steak & Egg	Tomato & Mozzarella on Focaccia
Sunday	Steak & Egg	Rolled & Steel-Cut Oatmeal

Data Table 3

Inhabiting discretion the her dispatched decisively boisterous joy. So form were wish open is able of mile of.
Waiting express if prevent it we an musical. Especially reasonable travelling she son.

Token Name	Price	Market Cap	24h Volume	Price Change
Ethereum	$1,288.30	$157,783,884,703	$22,774,301,329	0.2%
Dogecoin	$0.05871	$7,789,143,645	$389,877,337	15.2%
Tether	$1.00	$67,975,018,189	$68,755,805,543	15.2%
Dash	$41.37	$451,802,931	$90,964,366	15.2%
Bitcoin	$19,150.81	$366,791,299,758	$51,730,740,749	10.01%

Token Name	Price	Market Cap	24h Volume	Price Change
Ethereum	$1,288.30	$157,783,884,703	$22,774,301,329	0.2%
Dogecoin	$0.05871	$7,789,143,645	$389,877,337	15.2%
Tether	$1.00	$67,975,018,189	$68,755,805,543	15.2%
Dash	$41.37	$451,802,931	$90,964,366	15.2%
Bitcoin	$19,150.81	$366,791,299,758	$51,730,740,749	10.01%

Hugo Cheung

UX & UI Case Study

ATM Redesign

<span data-metadata=""><span data-buffer="">Project

Timeline

Category

Year

Project Overview

Challenge

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

2-4 weeks

Research

2-4 weeks

Discovery

2-4 weeks

Solution

The survey on ATM among young people reveals that 59% don't independently take decisions on their finances.

However, 41% of women make their own decisions."

The problem

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.

POTENIAL USER INTERVIEW

Too Many Options

Small Buttons & Touch Issues

Too Fast Transitions

Visual & Text Barriers

Small Buttons & Touch Issues

POTENIAL USER INTERVIEW

Too Many Options

Small Buttons & Touch Issues

Too Fast Transitions

Visual & Text Barriers

Too Fast Transitions

Reluctant to Switch to Cardless ATM

Received 70 responses in a week

1. Frequency of ATM Use

2. Top Difficulties Users Face

3. What Users Want Improved

4. Language Barrier Concerns

5. Cardless Withdrawals

6. Satisfaction & Priorities

Define

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

TECH KNOWLEDGE

MOTIVATIONS​

GOALS

PAIN POINTS

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

TECH KNOWLEDGE

MOTIVATIONS​

GOALS

PAIN POINTS

Discover

Evaluation

Prepartion

Transaition

Wrap-up

User decides to withdraw cash

Approaches ATM interface

User scans QR code on ATM or gets ready to tap with NFC

User enters PIN into mobile app (if QR used)

User feels satisfied or confused depending on clarity

Notices ATM nearby or remembers ATM location

Checks for QR code or NFC options on ATM screen

ATM displays PIN or NFC reader prompt

ATM confirms identity and starts cash withdrawal

If successful, leaves ATM with confidence

Opens mobile app in advance to speed up process

MOTIVATIONS

MOTIVATIONS