We are experiencing a game changing leap in the technology of user interfaces. Virtual key pads touch screen technology, and, with Microsoft’s Kinect, commands driven by speech, gestures even emotions create a quantum leap in computing.
In contrast, the technology of ATMs has shown little change. The typical model for an ATM today is a large device with a small screen. The opportunity for a compelling user experience is limited, and the services that can be provided relatively few. But supposing, we could reverse this concept, and make the screen the dominate component of the ATM. This would dramatically change the customer experience.
Microsoft has been working with BBVA to develop and roll-out out a set of sleek new ATMs the bank refers to as “The Future of Self-Service Banking.” BBVA hired San Francisco design firm IDEO, which studied the way customers use ATMs and worked on the design for two years. Microsoft wrote the software for the user interface using WPF.
The ATM has a touch screen and a thin, curved shape. It’s set up to be mounted on a wall and protected with a plastic privacy panel on the exposed side, as customers said they didn’t want people looking over their shoulders. It has one large slot for cash and deposits, to “get rid of today’s confusing slot clutter.” Animation guides the user through transactions. The bank has rolled out five of the machines so far, and has plans to install more throughout Spain. For more information, visit NCR’s website at
The ability of the bank to create a unique brand experience across all channels is becoming more important and essential. New generation ATMs must be capable of performing in this environment ending decades as a separate channel. To achieve this requires a common user interface across all channels – ATM, Mobile, Web and even other branch devices.
In this new more integrated environment the next generation ATM has an important role to play from transaction execution to relationship development, from a fixed device to a portable tool from primarily inside the branch to increasingly beyond the branch, in our pocket, in our home and in our office environment.