http://futureselfservicebanking.com/
ATMs were first introduced over 40 years ago and since then many features have been incrementally added to the machines, in order to fulfill the dream of a truly “automated teller”. Modern ATMs offer a wide range of banking transactions; nevertheless the actual interaction has remained largely untouched. In early 2007 the Spanish bank BBVA asked IDEO to re-think their self-service channel from scratch. The question was not how to further automate the teller, but rather how to humanize the machine. We started with a blank slate by really listening carefully to people talking about their banking experience; we observed subtle clues and behaviors that spoke to unmet needs when using machines. |
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Have a look at the video to learn about the unique features of the envisioned self-service experience.
Today, that vision is reality. It took 2 years of time and a team of committed companies to develop this ATM.
In 2009 the first pilot units have been installed, while BBVA prepares
to roll out the ATM across its Spanish branches.
IDEO, May 2010
lpd
