The New STM Interface for elder in The Agricultural Bank of China (ABC)
UX Design
DETAIL+
STM INTERFACE

INTRODUCTION

Digital processing has become the main processing method of ABC business, but the bank hardly design for the senior. The bad experience of digital processing forces them to choose manual windows. In this project, I redesigned the interface of the Smart Teller Machine (STM) for elder and make the service simpler and clearer. I believe it will help ABC to improve their service and provide elder a new experience when they use digital channel.
 


ABC

ABC is one of the six state-owned banks in China. The “Smart Teller Machine (STM)” pioneered by ABC in 2014 set off a wave of digitization of Chinese bank outlets.  

CHALLENGE

IMG_20190629_105804备份
challenge
CHALLENGE: Elder has a bad experience when they using digital service provided by ABC. As a result, they choose the manual service rather than choose electronic devices in the bank . With the development of service digitalization, this situation give both staff and customer a bad experience.

In order to find out the problem of the digital service, I did a field research to find out the background of the digital trend and the key process of whole service. 

investgate2
invest
编组 6
I first visited an ABC outlet and interviewed Manager Wang. I learned about the specific implementation of abc digital re-networking points and  got some internal journals from ABC Bank. this visit help me to understand the structure of the digital service.


I also published a questionnaire and by putting the data from questionaire into the chat, I basically came to the conclusion. Smart Teller Machine (STM) is the most popular channel for the elderly, and is the key point to improve this experience.

OBSERVATION & INTERVIEWER

observe
INTER
I interview several elder user and get some insights. I summary these characters and build up a persona to conclude my field research. 
编组 3
编组 9

CUSTOMER JOURNEY MAP & INSIGHT

编组 12
INSIGHT

DESIGN PROCESS & USER TEST

CONCEPT
Through the divergence and collation of brainstorming, I put forward three concepts. Through critical thinking and comparison, I finally chose the third option-optimizing the STM interface.


KEY WORD OF THE CONCEPT
Elder mode
Face ID 
Home page
Convenient selection
Smart commendation
Visible UI
Flow chart
Risk-based information architecture
FLOW
PROTOTYPE 1.0 USER TEST
TEST1
TEST2

FINAL DESIGN

REFINE
编组 8
REFINE
HIGH
INTERFACE