AIB - In-Branch Banking Kiosk

AIB wanted to provide in-branch self-service banking using a stand-alone touch-screen kiosk. They required an interface that would provide the functionality of their online banking service for in-branch customers. Frontend were asked to design the graphic interface and application interaction model for the kiosk.

An extensive analysis of the internet banking service and the underlying banking processes was carried out. Frontend worked closely with AIB product managers and the kiosk manufacturer and software developer, Siemens Nixdorf, to establish a set of requirements and the systems capabilities and restraints.

AIB’s ultimate aim was to reduce queue lengths at peak time, reduce staff numbers, and also create a bridge or gateway to Internet banking for their regular branch users, most of whom are elderly customers or foreign nationals. The end product was to be simple, familiar, usable, secure feeling and reflective of the online experience to aid cross-over to internet banking.

Frontend produced a fully detailed set of interaction wireframes. For simplicity a strong touch-screen visual language was created. Single action, ATM style, task flows ensured familiarity and usability. Clear start and end points to transaction and concise terminology reinforced a sense of security. The use of web paradigms i.e. a home page, left-hand navigation, and web tools like dropdown menus introduced an online aspect to the product. Testing was conducted using a functioning touch-screen prototype on the kiosk with great success. A user group of predominantly elderly users and foreign nationals was assembled to test the key tasks. Following a final round of changes the application was given a graphic treatment based on the AIB design guidelines.