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Effects of dialogue design on automatic teller machine (ATM) usability: transaction times and card loss

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Unobtrusive observation of automatic teller machine (ATM) use was carried out to compare the efficiency and error profiles of two ATM interfaces in current use. Transaction times for the same transaction differed by 39%. Frequency of forgetting cards in the ATM differed by 96-100%. The differences were attributed to the sequencing of sub tasks with respect to the goal state. The cost of a lack of ergonomics in the less efficient interface was estimated conservatively to be US$1.7 million due to task sequencing, and between US$2 million and US$4.5 million from forgetting cards in the ATM.
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Document Type: Regular Paper

Affiliations: 1: Absolute Systems, PO Box 652179, Benmore, 2010, South Africa 2: Institute of Naval Medicine, Crescent Rd, Alverstoke PO12 2DL, UK

Publication date: 2000-11-01

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