Accessibility of Geldmaat machines
Client: Geldmaat
Type: student group project
Year: 2023/24
Type: student group project
Year: 2023/24
As the Netherlands shifts towards digital payments, the decline in cash usage poses challenges for specific groups facing digital barriers. The Dutch ATM network company Geldmaat is committed to ensure the accessibility of cash transactions for those groups of people. Despite the efforts of the company, elderly users still struggle to perform basic transactions. In this project we focused on addressing accessibility challenges faced by elderly ATM users in the Netherlands and we proposed a product-service system that makes ATM access straightforward for this target group.
Research
We started this project with an extensive research phase aimed at identifying the challenges elderly users face while operating ATMs. We adopted various research methods including literature review, market research, interviews with users and stakeholders, visiting multiple Geldmaat facilities, a client safari and a third-age suit simulation.
Problem
The research findings show that elderly ATM users struggle with memory decline and lack of digital literacy that prevent them from understanding and remembering how to use ATMs. They are also subject to technophobia and lack of self-esteem towards their physical and mental skills which results in a constant sense of anxiety and vulnerability when using ATMs. Unfortunately, due to European regulations, the ATMs themselves can’t be redesigned, so an alternative solution was necessary.
Memory decline: struggle to remember how to use an ATM
Lack of digital literacy: struggle to understand the language of ATMs
Technophobia: adversity towards digital interfaces
Lack of self-esteem: assumption that they won’t succeed
Feeling vulnerable: because of their reduced physical strength
Design process
The second half of the project was dedicated to designing and testing interventions that would support elderly ATM users in confidently and efficiently operate ATMs. Over the course of this phase we went through 6 consecutive iterations, during each of them we ideated, prototyped and tested with elderly users multiple concepts building on the findings of the previous iterations. After testing the final concept, we concluded with detailed recommendations for further improvement.
Service design
The final concept consists of a service to assist elderly users in confidently and independently completing ATM transactions. This service includes the possibility to participate in workshops where Geldmaat representatives train them in the use of ATMs in a safe and interactive setting. Additionally, it provides access to instruction manuals for different types of operations, allowing users to review and consult them as needed during transactions.
Product design
The Geldmaat manual, distributed at workshops and available near ATMs or by request, is a step-by-step guide for elderly users to help them navigate ATM transactions. With a compact, foldable A6 size that opens to A5 for readability, it balances portability and accessibility. The eight-step layout is chronological and clear, with concrete and brief instructions and high-contrast visuals, making it easy for users to quickly follow each step. We designed the visual elements and texts according to the preferences of tests participants and taking into account the needs of color-blind users and people with reduced cognitive skills.
