Experientia s.r.l

We are an international experience design consultancy

With the behaviours and contexts of people driving our designs, we create product and service experiences that really matter.

Brief

Reinvent the Italian ATM interface for UniCredit, making it easier to use, faster, and with more services, all offered through full touchscreen interaction.

What

BancoSmart - an innovative, personalised ATM interface.

Where

Already in use in selected locations, and will finish its roll out across Italy in 2014.

How

User research, stakeholder interviews, on-the-spot user interviews, information architecture, interaction design, usability testing.

Impact

The first reactions to the BancoSmart interface have been extremely positive. People have commented on the increased speed, legibility, appealing graphics, and the improvement in features and functions. People from all walks of life have used the interface easily, with no learning time needed, navigating easily through the clear and logical menus.

BancoSmart ATM

The user-centred approach is moving into finance, as banks increasingly connect to their customers’ needs and wants. As part of this trend, global banking and financial services company UniCredit Bank asked user experience consultancy Experientia to create a user-friendly, people-centred ATM – the BancoSmart.

Reinventing the ATM
Experientia has reinvented the ATM interface for UniCredit – making it easier to use, faster, and with more services, all offered through full touchscreen interaction. One of the key innovations is its level of personalisation – the ATM has a personalised home page, with service offers tailored to people’s banking profiles, and a speedy withdrawal function that offers the three most commonly used withdrawal amounts, personalised to each individual user based on their past behaviour. Placing these three amounts on the home page cuts the withdrawal time by 30%.

The new ATM is already in use in selected locations, and will finish its roll out across Italy in 2014.

The ATM offers several original features, conceived especially for UniCredit Bank, based on the research findings. These include:

  • Speedy withdrawal, with 3 predefined withdrawal options on the Home Page. These are based on the most frequent withdrawal amounts of the user, which the system learns over time. This cuts the time for common task completion by 30%.
  • Georeferenced payment service, which organises bill payment options and filters them based on what is available in the user’s location.
  • Adaptive interface, with a home page that offers personalised content based on the user’s banking profile.
  • Tone of voice, with the creation of a coherent language in all situations, which is more friendly and direct, and provides the correct support during operations.
  • Contextual support and feedback Contextual messages and continuous feedback keep people informed during interaction, particularly in case of data entry errors or other problems, using a clear language and coherent visual support.

Extremely positive reactions
The first reactions to the BancoSmart interface have been extremely positive, with people commenting on the increased speed, legibility, appealing graphics, and the improvement in features and functions. The highly intuitive ATM interaction allows clients to easily navigate, locate and use functions, from simple features like cash withdrawals to more complicated functions like deposits, information retrieval, bill payments and mobile phone top-ups. The interface is visually attractive and easy to read, with large fonts and clear banking function categories.

Understanding
Experientia carried out in-depth user experience research as a foundation for the information architecture and service design of the ATM. The research included on-the-spot interviews with people who were using UniCredit’s previous ATMs, to find out their immediate response to the user experience.

Card sorting activities were also conducted to create a new navigation structure, which fits people’s expectations of where to find features and functions. The new menu structure offers much clearer guidance on what functions are found in each menu area, and always offers people the chance to go back to the home page.

Design and testing
Multiple cycles of design, prototyping and user acceptance testing ensured that the final interface is strongly based on people’s banking behaviours and exceeds their expectations and needs for ATM use.

Experientia’s design is a responsive solution that runs on various ATMs including legacy terminals of different providers with various screen sizes and tech specifications. Usability and technical tests were performed across this device range.

Final deliverables
BancoSmart offers a full touchscreen interaction, thanks to the extended network of touchscreen ATMs available in Italy (over 6,000 UniCredit touch ATMs, equal to 85% of machines).

Experientia developed the service and information architecture, and designed the complete look and feel of the new interface.

UniCredit SpA is an Italian global banking and financial services company. It has approximately 40 million customers and operates in 22 countries.