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Bank 2.0 by Brett King

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Some insights from UserResearch

 

Withdrawing cash

In the usability tests, all the participants completed the withdrawal task with ease. Customers are very familiar with withdrawals, as it is the single-most frequent transactions they conduct in real life. Most ATM users have gained an “expert level” of competency conducting withdrawals and do so very efficiently, barely reading on-screen menus or instructions.

Some users did have problems, however, when it came to choosing the account to withdraw from. Not every customer is familiar with the numeric format differentiating savings accounts from current accounts. One user expressed confusion at the screen on which he is prompted to select the account. He did not know which one was his savings ...

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