BancoSmart, an award-winning ATM
BancoSmart, an award-winning ATM
The user-centered approach is moving into finance, as banks increasingly connect to their customers’ needs and desires.
As part of this trend, global banking and financial services company UniCredit Bank asked Experientia to create a user-friendly, people-centered ATM – the BancoSmart.
3 things to know
Experientia reinvented the ATM interface for UniCredit – making it faster, easier to use and more personalized to each customer’s financial habits.
The research-backed design is a responsive solution that runs on various ATMs, and has been rolled out across UniCredit’s Italian ATMs.
BancSmart was selected for the ADI Design Index, the annual publication showcasing select Italian Design products considered for the Compasso d’Oro International Award.
BancoSmart is an innovative, personalized ATM that actually learns people’s behaviors and adapts to them.
The ATM’s user-friendly interface design was included in the prestigious ADI Design Index 2014.
Speedy withdrawal remembers people’s 3 most-used withdrawal amounts, and offers them direct from the homepage, for 30% faster cash withdrawal.
Participatory design and user research made sure that the ATM language and navigation is right on track with how customers think.
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 personalization – the ATM has a personalized homepage, with service offers tailored to people’s banking profiles, and a speedy withdrawal function that offers the three most commonly used withdrawal amounts, personalized to each individual user based on their past behavior. Placing these three amounts on the homepage cut the withdrawal time by 30%.
Reactions to the BancoSmart interface have been extremely positive, with clients 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.
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 behaviors 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.
BancoSmart offers a full touchscreen interaction, thanks to the extended network of touchscreen ATMs available in Italy, and the BancoSmart has now been rolled out to UniCredit’s Italian ATM branches.
Bancosmart was selected for the ADI Design Index, the annual publication showcasing select Italian Design products considered for the Compasso d’Oro International Award. View our ADI Design Index showcase here.