“The question was not how to further automate the teller, but rather how to humanize the machine.” writes IDEO, on redesigning the ATM for Spanish bank BBVA.
A picture of this redesigned ATM blew through my feeds earlier this week and I wasn’t impressed because it just looked so stylish, but after watching the video I’m blown away by the machine’s subtle logic. The killer innovation for me is the cash dispensing animation that bridges the virtual and physical. The effect is unreal.
See also: Take the Money and Stand Still by Khoi Vinh
ATM designers should abandon their strategy of intimidating customers through technologically imposing yet incomprehensible forms. Instead, they should focus on simple constructions, fewer planes, fewer parts, and a healthy dose of visual logic. New ATMs should be intuitive in the way that appliances and common tools are; the best designed of these forms communicate what they do at first glance and without ambiguity.
Should they be beautiful? It’s perhaps too much to ask banks to strive for aesthetic beauty in this endeavor because nearly everything they’ve ever produced in the past few decades has been blindingly ugly. The bar for success can be somewhat lower though: a new ATM design need only be simple and succinct enough in its form that it becomes difficult for a thief to attach something as flagrantly malicious as an ATM skimmer to it. It’s not much to ask, but it would be enough.