HSBC ATM UX

Overview

As Senior UX Consultant, I led the effort to enhance the user experience of HSBC's global ATM network, with a focused initiative on optimizing payment and transfer functionalities within the key markets of Brazil, Mexico and Hong Kong. This project required balancing global scalability with distinct regional user needs, all while navigating the inherent hardware limitations of physical kiosk systems.

Visual design for the summary screen of a Hong Kong HSBC ATM screen indicating value of notes deposited into the machine

Goals

The primary goal was to improve the efficiency and usability of ATM transactions across diverse markets, specifically focusing on payment and transfer scenarios. This required designing a user-centered interface that accommodated regional preferences, ensured accessibility for all users, and functioned seamlessly within the constraints of button-driven hardware. Particularly where the same UI could appear on either a touch-screen ATM or the more common 'Softkey' variants.

Challenge

The key challenge lay in balancing global consistency with regional adaptability. This involved integrating complex financial functions into an intuitive interface, ensuring accessibility for all users, and adapting designs to the limited input methods of button-driven hardware, requiring alternative navigation like paginated lists instead of scrolling. Furthermore, understanding and catering to the differing user priorities in Hong Kong, Mexico and Brazil was crucial, alongside considerations of the physical environment in which the ATMs were used, which included weather, lighting, and noise. A significant challenge was also integrating these new features into the existing ATM interfaces where screen real estate is at a premium.

Approach

The project began with the development of initial wireframes and prototypes, focusing on hardware limitations through paginated lists and fixed menu positions. Accessibility was addressed through stringent contrast and font size guidelines, optimized for readability in bright sunlight, and button sizes and spacing were optimized for users with motor impairments. Usability testing in Hong Kong provided crucial user feedback, which was used to refine the prototypes and inform design decisions. Competitive intelligence was gathered from other banks and financial institutions operating in these regions to understand existing market solutions.

Insights

Usability testing was essential for understanding regional user behaviors and identifying areas for improvement. Hardware-aware design, considering the limitations of physical kiosk systems, was critical for effective interfaces. Direct user feedback drove iterative design changes, ensuring user satisfaction. Accessibility emerged as a core principle. Distinct user priorities in Hong Kong and Brazil highlighted the need for regional adaptation. A crucial learning was understanding how external factors like weather, lighting, and noise affect user interaction with physical kiosk systems.

Outcomes

The redesigned interface resulted in reduced transaction times and increased completion rates during testing. Successful rollout in Hong Kong validated the user-centered approach, demonstrating improved user satisfaction.

Recommendations

Continuous usability testing in all markets is crucial. A modular design system for regional adaptation is recommended. Accessibility testing with diverse groups should be prioritized. Hardware constraint documentation and design guidelines are needed, particularly regarding the physical environment and screen real estate limitations. Clear metrics for user satisfaction and efficiency should inform future iterations.