4 November 2013

Experientia presents “BancoSmart”, the innovative ATM interface designed for UniCredit Bank

Be the first to share
Media
Business
Services
Social Issues

The user-centred approach is moving into finance, as banks increasingly connect to their customers’ needs and wants. As part of this trend, global banking and financial services company UniCredit Bank collaborated with user experience consultancy Experientia to create a user-friendly, people-centred ATM – the BancoSmart.

A customer trials the new BancoSmart interface, with personalised home page.
Click on image to view slideshow

The user-centred approach is moving into finance, as banks increasingly connect to their customers’ needs and wants. As part of this trend, global banking and financial services company UniCredit Bank collaborated with user experience consultancy Experientia to create a user-friendly, people-centred ATM – the BancoSmart.

Experientia has reinvented the ATM interface for UniCredit – making it easier to use, faster, and with more services, all offered through full touchscreen interaction. The new ATM is already in use in selected locations, and will finish its roll out across Italy in 2014.

The first reactions to the BancoSmart interface have been extremely positive, with people commenting on the increased speed, legibility, appealing graphics, and the improvement in features and functions. The highly intuitive ATM interaction allows clients to easily navigate, locate and use functions, from simple features like cash withdrawals to more complicated functions like deposits, information retrieval, bill payments and mobile phone top-ups. The interface is visually attractive and easy to read, with large fonts and clear banking function categories.

Experientia carried out in-depth user experience research as a foundation for the information architecture and service design of the ATM.  Multiple cycles of design, prototyping and user acceptance testing ensured that the final interface is strongly based on people’s banking behaviours and exceeds their expectations and needs for ATM use.

Experientia’s design is a responsive solution that runs on various ATMs including legacy terminals of different providers with various screen sizes and tech specifications. Usability and technical tests were performed across this device range.

BancoSmart offers a full touchscreen interaction, thanks to the extended network of touchscreen ATMs available in Italy (over 6,000 UniCredit touch ATMs, equal to 85% of machines).

The ATM offers several original features, conceived especially for UniCredit Bank, based on the research findings. These include:

  • Speedy withdrawal, with 3 predefined options on the Home Page based on the most frequent behaviours of the user, which the system learns over time. This cuts the time for common task completion by 30%.
  • Georeferenced payment service, which organises bill payment options and filters them based on what is available in the user’s location.
  • Adaptive interface, with a home page that offers personalised content based on the user’s banking profile.
  • Tone of voice, with the creation of a coherent language in all situations, which is more friendly and direct, and provides the correct support during operations.
  • Contextual support and feedback Contextual messages and continuous feedback keep people informed during interaction, particularly in case of data entry errors or other problems, using a clear language and coherent visual support.

UniCredit SpA is an Italian global banking and financial services company. It has approximately 40 million customers and operates in 22 countries.

Experientia® is a global experience design consultancy that practices user research-based and people-centred design. They help companies and organisations conceive and innovate products, services and processes, through a qualitative understanding of people, their mental models and their behaviours.

Experientia won the 2011 Italian National Prize for Innovation in Services, for a low carbon service platform to be implemented in an eco-friendly residential area under construction in Helsinki, “using innovative methodologies devised in Italy.” They have conducted research and design projects in every continent, for industries ranging from mobile telecommunications to sustainability, from automotive to architecture, and much more. Their portfolio includes a range of financial products, aimed at bank and customer use, developed for some of the biggest banks in Italy and Europe.

Experientia’s client roster features Italian and international clients, such as Alcatel Lucent, ASUS, Banca Fideuram, Banca Carige, Condé Nast, CVS Pharmacy, Expedia, Fidelity International, Haier, Intel, Max Mara, Microsoft, Motorola, Mozilla Corporation, Nokia, Samsung Electronics, SAP, Sky,  Trenitalia, Toncelli, UniCredit Bank, United Nations and Vodafone.

 

Contact

Mark Vanderbeeken, Experientia srl, +39 011 812 9687,
[mark dot vanderbeeken at experientia dot com]

Be the first to share
5 April 2019
The story of Spotify personas
Spotify's product designer Mady Torres de Souza and senior user researchers Olga Hörding and Sohit Karol explain how they developed their personas tool, how they use it today and why it’s so useful for an …
4 April 2019
When ethnography becomes a joke
For a number of years, we have witnessed a diminishing appetite for ethnographic work among commercial clients, writes Patricia Sunderland, PhD and founder of Cultural Research and Analysis, on the site of the Qualitative Research …
31 March 2019
Research findings send automated sentiment analysis to the trash bin
The age of social media has opened up exciting opportunities for researchers to investigate people’s emotional states on a massive scale. For example, one study found that tweets contain more positive emotional words in the …
31 March 2019
Time Change: How the UX of Time Begins Below the UI
The user experience of most web-based applications begins well below the interface, all the way down to fields in a database. Examining how systems and users experience time prove this point dramatically. Think about how …
9 March 2019
Innovation is about understanding culture
Jay Hasbrouck, Founder of Filament Insight & Innovation, argues that ethnographic thinking is an overall innovation strategy that can strategically guide large organisations in how they innovate, can drive their efforts to build innovation capacity, …
24 February 2019
Ten arguments against algorithmic decision making
Against the Dehumanisation of Decision-Making – Algorithmic Decisions at the Crossroads of Intellectual Property, Data Protection, and Freedom of Information by Dr Guido Noto La Diega, Senior Lecturer in Law at the Northumbria University Law School Published …
16 February 2019
[Book] The Next Billion Users: Digital Life Beyond the West
The Next Billion Users: Digital Life Beyond the West by Payal Arora Harvard University Press, 2019 280 pages A digital anthropologist examines the online lives of millions of people in China, India, Brazil, and across the Middle East—home to …
13 February 2019
Papers on behaviour, design and the circular economy
Consumer insights into the circular economy Report of stakeholder meeting, 25 October 2018, 14 pages The "Stakeholder Meeting: Consumer Insights into the Circular Economy" in Brussels on 25 October 2018, was co-organised by the Collaborating Centre on …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

19 March 2019
Interested in a career with us?

Then we are interested in hearing from you. We have several positions available for talented UX/UI and service designers who are passionate about creating world-class user experiences. Please see the job descriptions on our website for more information, and send us your CV with a cover letter statement about yourself, your experience, and what UX […]

22 December 2018
Our very best wishes for 2019! / Auguri da Experientia!
4 October 2018
Bringing​ ​patients into focus at the Roche Innovation Summit

Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “​Transforming the Healthcare Experience Together​”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]

13 June 2018
Invito: DesAlps design thinking workshop per la tua startup

Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]

3 May 2018
Invito: DesAlps innovation workshop per le PMI del territorio piemontese

Experientia è lieta di invitare le piccole e medie imprese del territorio piemontese al: DesAlps Workshop #1: Il Design Thinking per le PMI Venerdì 18 maggio 2018 – dalle 9.00 alle 17.30 @ Rinascimenti Sociali | via Maria Vittoria 38, Torino Scopri i vantaggi che il Design Thinking può portare al tuo business per prepararvi […]

27 April 2018
Impact through Design – Event in Turin, Italy

(Scroll down for English) Come può il design generare impatto? In continuità con il summit International Days of Deans and Experts: Impact Through Design (Barcellona, aprile 2018) Torino ospita il primo evento dedicato alla prospettiva italiana sull’impatto generato attraverso il design in riferimento ai Sustainable Development Goals definiti dalle Nazioni Unite. Attori dell’ecosistema territoriale ed […]

See all articles