Usability in Action; Banks

Years ago, more than 10 years ago, I withdrew my rent money from an ATM, as my automatic payments hadn’t been set up. I got the receipt but not the money. Obviously I was a bit concerned, but the bank happened to be open so I went in to try to solve this. The teller told me that it was a Good Thing I’d kept the receipt because it helped them track my transaction, but they wouldn’t be able to do anything until they reconciled the machine’s balance at the end of the day.

Well eventually it was resolved and since then I’ve always chosen the “with receipt” option when withdrawing money.

Process of money withdrawl at ABN

The process of cash withdrawal at ABN Amro

That’s probably more than a thousand receipts. Think of all that paper. And the only reason I’m doing it is just in case the machine doesn’t give me my money. (Never had a problem since but I’m still cautious).

Well ABN Amro’s machines here in the Netherlands have made a very simple change to the process of withdrawing money. They now ask you whether you want a receipt AFTER you’ve taken the money. Now I choose no. No more receipts. I bet others do the same.

It’s one of those blindingly simple changes to a process that helps the customer, saves money and saves the environment.

I think we should all look at design, including process design from the user’s perspective. We should ask ourselves not just what we want the user to do, but what does the user want out of each step. In this example someone at ABN Amro has worked out that a lot of people get the receipts “just in case” the machine gives them the wrong money. So they’ve moved that step to after the cash step.

We need to take time to re-examine a lot of processes, I bet there are more smart ways to improve design of machines, objects, websites and processes.

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