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Improving the ATM user experience in an increasingly mobile world

Given the expected growth of mobile-initiated ATM services, the future of innovation lies in better connections between ATMs and consumer-owned devices.

September 23, 2014 by Jim Ghiglieri — Senior Vice President, Corporate Communications, SHAZAM

Mobile transactions at ATMs are expected to become the fastest-growing ATM service in the coming years.

With such growth expected in mobile-initiated ATM services, it’s clear that the future of innovation lies in better connections between ATMs and consumer-owned devices.

With this in mind, the ATM Industry Association recently published new industry guidelines for making the most of the ATM user experience at more than 2 million ATMs worldwide.

“The importance of the ATM as a customer service channel is growing,” ATMIA CEO Mike Lee said in a press release. “We’ve identified opportunities to enhance the customer experience by ensuring the consumer needs at the ATM are met.”

The paper offers guidance on topics that are inarguably important to most consumers, including convenience, speed, operability, and security.

The document takes a look at interface technologies, such as tactile and multi-touch capabilities, biometrics and HTML 5 (a core technology markup language of the Internet).

Specifically, ATMIA examines how these technologies effectively permit ATM user interfaces to use concepts and models typically reserved for mobile devices.

ATMIA considered feedback and information from deployers, software and hardware manufacturers, technical experts, processors, researchers, and card issuers to generate its recommendations.

As we move through this new era of innovation in payments and ATM technology, it will be essential to link cash and cashless methods of payment in one complementary and seamless system. Mobile-based ATM services will no doubt be a key factor in this link.

ATM & Mobile Banking InnovationATM Industry Association (ATMIA)

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ATM Industry Association (ATMIA)

The ATM Industry Association, founded in 1997, is a global non-profit trade association with over 10,500 members in 65 countries. The membership base covers the full range of this worldwide industry comprising over 2.2 million installed ATMs.

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