Abstract
Due to technological progress, financial institutions have included ATMs as one of their main channels as a way to decentralize their services. However, there is a gap between user expectations and their perceptions regarding what ATM interfaces offer. As a result, several users feel dissatisfied after using ATMs and many times this dissatisfaction is related to the difficulty of use, design flaws and the fact of committing many errors when interfaces have a low degree of usability. In this sense, in this study we present a Systematic Literature Review (SLR) about usability on ATM interfaces. With this study, we want to understand the current situation of the problems mentioned before, so we seek to know the problems and challenges that have been presented lately for these electronic media, as well as the solutions that have addressed these problems, and the techniques and methods used to carry out these designs or redesigns. For this, the protocol proposed by Kitchenham was followed. Scopus, ACM Digital Library, Alicia and IEEE Digital Library were searched, and finally 51 papers were selected as relevant. With this information it was possible to identify and analyze challenges, usability issues, usability evaluations, and techniques and methods used to carry out designs or redesigns, as well as case studies of designs or redesigns in the ATM domain. We found that this topic is being developed in recent years, that there are common challenges encountered, and that designs, redesigns and usability evaluations have been carried out in this domain under different methods, techniques and frameworks. However, several of these usability issues persist today.
Original language | English |
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Title of host publication | Design, User Experience, and Usability |
Subtitle of host publication | UX Research, Design, and Assessment - 11th International Conference, DUXU 2022, Held as Part of the 24th HCI International Conference, HCII 2022, Proceedings |
Editors | Marcelo M. Soares, Elizabeth Rosenzweig, Aaron Marcus |
Publisher | Springer Science and Business Media Deutschland GmbH |
Pages | 275-294 |
Number of pages | 20 |
ISBN (Print) | 9783031058967 |
DOIs | |
State | Published - 2022 |
Externally published | Yes |
Event | 11th International Conference on Design, User Experience, and Usability, DUXU 2022 Held as Part of the 24th HCI International Conference, HCII 2022 - Virtual, Online Duration: 26 Jun 2022 → 1 Jul 2022 |
Publication series
Name | Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) |
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Volume | 13321 LNCS |
ISSN (Print) | 0302-9743 |
ISSN (Electronic) | 1611-3349 |
Conference
Conference | 11th International Conference on Design, User Experience, and Usability, DUXU 2022 Held as Part of the 24th HCI International Conference, HCII 2022 |
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City | Virtual, Online |
Period | 26/06/22 → 1/07/22 |
Bibliographical note
Publisher Copyright:© 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
Keywords
- Automatic teller machine
- Banking system
- Human-computer interaction
- Systematic literature review
- Usability