Usability Issues with ATMs in India

The Indian society started warming-up to the idea of ATMs in early 2000s. This was the time when ATM kiosks were becoming a common-sight in central business districts of various metro and 1 tier cities. And, in next few years, Banks had extended their ATM networks deep into the rural areas of the country.

Presently, INR 30 Trillion worth of transactions are made through ATMs from across India, which implies that a majority of Banking consumers can use ATMs with comfort and ease.

However, we have identified some usability issues with ATMs from the perspective of vision impairment.

1. Glare due to non-optimal placement of ATM machines

In quite a lot of Indian ATMs, the teller machine is placed opposite to the glass doors. This causes glare, as excessive sunlight streaming-in through the glass door reflects-off the screen.

Many people experience glare sensitivity, which makes it difficult or sometimes impossible for them to read from a screen, when bright light from behind is constantly reflecting-off the surface of the screen.

Typically, people diagnosed with Cataract, Keratoconus and Retinitis Pigmentosa experience Glare Sensitivity. Additionally, glare sensitivity can be experienced as a temporary side-effect of medication or surgery..

This issue can be fixed by changing the position of the machine within the ATM kiosk. And, if this is not feasible then the glass doors should be made partially opaque using vinyl stickers.

2. Low contrast UI

The User Interface (UI) of the ATM machine has a significant impact on usability. The ideal UI should have sufficient contrast between background and foreground. The typography should also be convenient, so that on-screen text is readable by people having cataract, macular degeneration, and high myopia / hyperopia.

The problem of ‘low contrast UI’ is very prominent in Indian ATMs. The image (above) shows the UI of ICICI Bank ATM machine, and it is a classic example of an unusable low contrast UI. ICICI Bank has a network of over 17 thousand ATMs with serious usability issues for individuals with vision impairment. We have not done a thorough survey of ATMs of other banks, however it is likely that the issue of ‘low contrast UI’ exists in ATM network of other banks.

The issue of ‘low contrast UI’ is a typical case of inconsiderate design, and it is something that can be fixed very quickly.

3. Low Brightness Screen

There seems to be a lack of standardization with respect to brightness level of ATM screens. In ATM kiosks, which house 2 or more ATM machines, it is common to find inconsistent brightness levels across machines. The problem is machines that are set to very high or very low brightness.

High brightness screens may cause glare, while low brightness screens create usability issues for individuals having Nyctalopia. Commonly called night blindness, Nyctalopia is a condition which makes it difficult for a person to adjust in dim light conditions. A person effected by Nyctalopia, also experiences difficulty in viewing a screen moments after exposure to bright light. So, if such an individual walks into an ATM on a bright sunny noon, he / she will not be able to view a screen that has been set to low brightness.

This usability issue can also be fixed quickly, by ensuring standardized brightness levels across all ATMs.

Usability issues identified here may seem trivial to the general public. However, these very issues prevent people with vision impairment from leading a self-sustained and independent life.

An average ATM user is able to complete a transaction in under 2 minuses, however it may take 5 to 10 minutes for a vision impaired person to accomplish the same task. And, some times they may be forced to leave without completing the transaction. Having to spend more time on a relatively simple task is frustrating, and hearing jibes from people standing in the queue while you struggle with an unusable interface is uncomfortable to say the least.

Banks have the power to make the experience of using an ATM better for people with vision impairment. And, it only requires a minor software update, and some adjustments in machine settings.