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Applying Design Thinking to Address Users ATM Deposits Needs. A Case Study on the Financial Sector

Authors:
Arturo Moquillaza
Joel Aguirre
Fiorella Falconi
Freddy Paz

Keywords: Human Computer Interaction; Interaction Design; Self-Service; Automatic Teller Machine; Cash Deposit; Design Thinking; Cash Payment; Banking; Innovation

Abstract:
Nowadays, people can use their nearest Automated Teller Machine (ATM) to perform different banking transactions, such as cash withdrawals, cash deposits, bill payments, and transfer of funds between accounts and other banks. However, the total of deposits and cash payments that are made are still low, since ATMs do not give change, and in that sense, everything depends on the total to be paid be equal to the bills the client has available to deposit. This is due to what Shy calls “the burden of receiving and carrying change”. In this study, we used Design Thinking, as part of a development team, to address a problem as a challenge for the ATM channel of a well-known bank in Peru. As the problem, we found that the denominations an ATM could dispense generate a significant amount of not withdrawable change that makes people avoid the ATM, forcing to clients and not clients look for a human bank teller to make their operations. This bank adapted and incorporated Design Thinking into its Design practice inside and outside its corresponding division. A solution was proposed from the application of the methodology, giving encouraging results and motivating the financial customer to use other financial products to manage change in ATM cash operations.

Pages: 330 to 336

Copyright: Copyright (c) IARIA, 2020

Publication date: March 22, 2020

Published in: conference

ISSN: 2308-4138

ISBN: 978-1-61208-761-0

Location: Valencia, Spain

Dates: from November 21, 2020 to November 25, 2020