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Awareness
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Preparation
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Arrival at ATM
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Interaction with ATM
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Getting Cash
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Reflection
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Grabs debit card, puts on glasses, and reminds herself of the steps.
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Goes to her regular ATM near the grocery store.
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Sees many options on screen
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Takes the cash, card, and receipt.
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Relieved, but wishes the screen was easier to understand.
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Wants to be independent, avoid asking family for help.
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Mentally rehearses: Insert card → PIN → Withdraw.
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Hopes no one is in line behind her to avoid pressure.
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Struggles to find “Withdraw” button among too many functions like “Deposit,” “Transfer,” or “Balance.”
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Double-checks the amount and confirms.
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Thinks the process is too complicated for older users.
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Heard from a friend that ATMs are safer now.
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Tries not to forget her PIN.
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Looks around to make sure it’s safe.
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Screen text is small and buttons are close together—hard to read and press accurately.
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Machine makes loud beeping sounds while processing.
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Feels rushed, even though she wants to take her time.
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Thinks using ATM saves time compared to lining up inside the bank.
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Doesn’t want to carry too much cash.
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Stands at the ATM but hesitates before starting.
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Needs to pause and think through each step—worried about pressing the wrong button.
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Gets money, but unsure if she took all her items.
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Thinks: “It would be easier if the screen guided me one step at a time.”
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