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Applying a UCD Framework for ATM Interfaces on the Design of QR Withdrawal: A Case Study

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Design, User Experience, and Usability. Case Studies in Public and Personal Interactive Systems (HCII 2020)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12202))

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Abstract

The Automated Teller Machines or ATM carry out transactions through the use of physical magnetic smart cards and four-digit PINs. To this is added the fact that physical cards could be easily lost and the combinations for PINs are insufficient. By employing a QR-based withdrawal system in combination with mobile banking, the user is allowed to perform cardless withdrawals and avoid the risk of peeping attacks and save valuable time. The difficulty is that the user should be familiar with mobile phones and QR codes scanning processes. Although there is insufficient knowledge of usability in the ATM field, attempts to the application of a systematic user-centered approach have delivered encouraging results, improving the satisfaction of the users in withdrawal operations. In this study, we apply a user-centered design framework, proposed in previous works by the authors, for the design of the interfaces of the QR-based withdrawal transaction.

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Acknowledgments

We want to thank all participants from BBVA Perú, especially its ATM development team for their participation in this Case Study. Also, we thank to the “HCI, Design, User Experience, Accessibility & Innovation Technologies (HCIDUXAIT)” a research group from the Pontificia Universidad Católica del Perú (PUCP) whose previous studies served as a base to initiate this work.

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Authors and Affiliations

  1. Pontificia Universidad Católica del Perú, Lima 32, Lima, Peru

    Joel Aguirre & Arturo Moquillaza

  2. Universidad San Ignacio de Loyola, Lima 12, Lima, Peru

    Samira Benazar & Arturo Moquillaza

Authors
  1. Joel Aguirre
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  2. Samira Benazar
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  3. Arturo Moquillaza
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Corresponding author

Correspondence to Joel Aguirre .

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Editors and Affiliations

  1. Aaron Marcus and Associates, Berkeley, CA, USA

    Aaron Marcus

  2. World Usability Day and Bentley User Experience Center, Newton Center, MA, USA

    Elizabeth Rosenzweig

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Aguirre, J., Benazar, S., Moquillaza, A. (2020). Applying a UCD Framework for ATM Interfaces on the Design of QR Withdrawal: A Case Study. In: Marcus, A., Rosenzweig, E. (eds) Design, User Experience, and Usability. Case Studies in Public and Personal Interactive Systems. HCII 2020. Lecture Notes in Computer Science(), vol 12202. Springer, Cham. https://doi.org/10.1007/978-3-030-49757-6_1

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  • DOI: https://doi.org/10.1007/978-3-030-49757-6_1

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-49756-9

  • Online ISBN: 978-3-030-49757-6

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