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 new challenges for specific groups facing digital barriers. Geldmaat, the national ATM network, is committed to ensuring the accessibility of cash services for everyone. To support this mission, they developed a digital training system that allows users to safely practice ATM transactions, both in-store and remotely.
Despite these efforts, many elderly users still struggle to perform basic transactions confidently.
In this project, we focused on improving the accessibility of ATM transactions for elderly users in the Netherlands. Building upon Geldmaat’s existing digital training solution, we designed an integrated product-service system aimed at making ATM usage more 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.
User safari
Third-age suit simulation
Third-age suit simulation
We also analyzed the digital training system that Geldmaat was developing to address this challenge. The solution consisted of a fully digital simulation of the ATMs, accessible to users both through in-store screens and remotely via a link on their personal computers.
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. Starting from lo-fi paper prototypes to a final high-fidelity one that we presented to the client with detailed recommendations for further improvement. During this phase, we also tested the design solution realized by Geldmaat and concluded that it wasn't optimal for elderly ATM users. For this reason, the final concept reframes and integrates the already existing solution to better fulfill the user's needs.
Quick prototyping and roleplay session with the design team
Users testing the prototype designed by Geldmaat
Users testing a paper prototype designed by us
Final concept: 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.
Final concept: 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.
Final considerations
This project was particularly formative because it challenged us to work within an existing design space. Geldmaat had already invested significant time and resources into developing a digital training system, which meant that simply discarding their solution was not an option. However, through user-centered research, we concluded that the existing approach was not fully meeting the needs of elderly users. The real challenge, and learning opportunity, was to reframe and expand the existing solution in a way that better addressed user needs while still aligning with the client's business constraints. This required respectful, evidence-based communication to help the client understand the usability gaps from the users' perspective. Finding this balance between user needs and business realities was, in the end, very rewarding. The final concept was very well received and is now being incorporated into a pilot test by Geldmaat.