Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
For all the improvements in UIs to ATMs it's not clear to me they are addressing the core issue, which is the chain of responsibility and accountability that builds trust. I haven't deposited anything at an ATM since I read the fine print on my ATM transaction record.' That fine print explicitly stated that the piece of paper spit out by the machine was in fact a transaction record and not a receipt. That is, the bank didn't acknowledge having received anything from me. The fine print further pointed out that by not having a receipt I was bearing responsibility. I feel that under these circumstances, the rational thing to do is to do deposits in person. I don't care what BoA prints on that piece of paper - until they acknowledge it's a receipt and they are responsible I'm not using it and I'll continue to advise people not to use it. I agree that most people don't reason this way and I'm pretty sure 99.99% of people have never read the fine print on that piece of paper. But everyone has a story, or knows someone who has a story, or saw a story on their local news. The atmosphere created is one where trust is not well founded so it's hardly surprising when it's absent. I think credit card companies have gone to great lengths (and factored in larger losses due to fraud) in order to create an atmosphere in which people are more willing to trust their credit card companies than their banks. it's a great lesson in user psychology, if nothing else. Best, --Alan Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
I am not sure if this is completely relevant, but this site talks about a redesign of ATM user experience. One thing to note is that, the machine has an integrated scanner that immediately scans your cheques as soon as you feed them into it. Perhaps that can take away some security concerns from customers? http://physicalinterface.com/view/that-design-is-money . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=30789 Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
Chris wrote: Many times, I was going by the bank after a late shift with a big bag of cash, change, and checks, to put in the night deposit. I was on the other side of the fence, working as a teller the summer before college. I was regularly amazed at how trusting people were of the night drop, which I agree is the conceptual precursor to ATM deposits. Folks would stuff a check in an envelope and drop it into the slot, without labeling the envelope and without any indication of what should be done with the check. Usually it would turn out to be a loan payment, but we'd have to infer that based on the printed info on the check and a quick search for which loans were due that week. Sometimes the info on the check wouldn't match any loans or accounts but the tellers would somehow know what it was for anyway! Mistakes crept up every now and then. Envelopes would get stuck on a particular rivet in the night drop slot and fail to make it to the bottom. We also had to keep all the envelopes for a certain number of months, because invariably someone would complain that a deposit hadn't gone through and we'd have to open the bags of empty envelopes to find one that had been overlooked and unopened. I suppose ATM deposits remove that human variability, but I still prefer face to face contact with some accountability and flexibility built in. // jeff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=30789 Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
[IxDA Discuss] Studies on aversion to ATMs for making deposits?
Has anyone here heard of any studies or research that has been done to determine why many people have an aversion to making deposits at ATMs? Is it a fundamental distrust of handing money to a machine, or are there deeper issues involved? evan k. stone | sr. ux developer | dragnet solutions, inc. Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
Hi, Evan, I don't see any studies, but I did used to work Customer Service for Bank of America, so I have a good deal of anecdotal evidence. I think the only reason that people ever gave me was that they were afraid the deposit would get lost. That does unfortunately happen, but we were always able to find the deposit eventually, and we'd give them a temporary credit in the meantime to make up for it. You might also look for studies about people who are averse to Direct Deposit. I think the same mindset would lead to both aversions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=30789 Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
from my personal study... I had an issue recently where I deposited a Citibank check to a BoA a/ c via ATM. The check was from my roommate who's been giving me checks for months. The check showed in my account as pending and took 10 days to clear. I eventually got a letter saying that the reason the check had a pending status was that they believed it was a 3rd party check. I thought that was BS and I was upset about it and when I questioned the bank they told me not to use the ATM for check deposit as if it took time to clear and caused any fees they would not refund them as it was my own fault not to use bank tellers! Doesn't this defeat one of the main purposes for ATMs... out of hours banking? __ Catríona Lohan-Conway User Experience Architect 917 405 5127 [EMAIL PROTECTED] Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
Not using an ATM for deposits is not entirely illogical. In very early ATM days, I made the mistake of depositing cash and was later told that I'd deposited an empty envelope. In that case, there was really no recourse for me; it was strictly an I said/They said issue. Many years later, I deposited a check and was once again told that the envelope had been empty. In that case, I managed to track down what had happened, but it took a very long time to straighten out and in the meantime I didn't have the money. Banks in general are becoming less and less service oriented, combine that with the apparent disappearance of the deposit when you use the ATM and the customer can feel very vulnerable and unsettled -- whether consciously or not. At least when you make a deposit with a teller you have a transaction with an identifiable human being and you wind up with a piece of paper that tells you a sum of money was acknowledged as received and deposited. It feels less conditional and tenuous than ATM deposits often do. In the case of direct deposits, I suspect that there's less sense of a physical object that can be lost or misappropriated, so I wouldn't expect that to be comparable. Katie -- Katie Albers [EMAIL PROTECTED] Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
Hi, As a designer who maintained ATM interfaces of a leading bank in Turkey for more then 2 years, i can easily say that its all about technology, easy of use and marketing. Finance is one of the heaviest competition field in Turkey and companies heavily invest in technology. ATM and web banking penetration is enormous and many banks heavily promote these tools. Nowadays you can buy match or concert tickets from ATMs, pay your bills or credit card payments without any need for a card. ATMs are 16million colored, touch-screened and heavily updated with promotion materials. People are easily using them for any activity and banks are promoting that with getting service fees if you do the same operations inside the bank. IMO its very similar to using data services with a 1st generation mobile phone and an iphone. Best regards, Yunus Tunak Creative Lead, Partner spacesheep interactive | www.spacesheep.net | Istanbul, Turkey On Thu, Jun 26, 2008 at 7:22 PM, Evan K. Stone [EMAIL PROTECTED] wrote: Has anyone here heard of any studies or research that has been done to determine why many people have an aversion to making deposits at ATMs? Is it a fundamental distrust of handing money to a machine, or are there deeper issues involved? evan k. stone | sr. ux developer | dragnet solutions, inc. Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
This is from research done by Jinkook Lee an Ohio State professor of Consumer Sciences in 1999 regarding adoption of banking technology. Even people who use ATMs and computer banking for shopping and making payments tend to deposit checks in person. By handing the check to a human teller at the bank, people feel they%u2019ve attained an extra level of security beyond depositing an envelope into an ATM. She may have more recent research or be cited in more recent research. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=30789 Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
I'd just like to chime in because my experience is inline with Fabio's and it appears positive experiences are in the minority. I use Citibank in NYC and frequently use direct deposit when working with large corporations for long-term assignments, so depositing checks is rarely an issue (or hassle) that I have to manage. I also have immediate access to the funds the day of the deposit. When in-between projects and working for smaller clients, I get a lot of paper checks. For a while in 2002, I really relied on these small client checks as work was scarce and I was living paycheck-to-paycheck. I remember waiting on line at a Citibank location to deposit a check with a teller, I asked her when the funds would be available and she told me it would take a few days for the check to clear. I was a bit distraught and explained that I had a few large payments pending and didn't want any overdraft issues. She suggested next time that I use the ATM since the ATM allowed for immediate access to a fraction of the funds, if not all of it -- based on banking history, account balance, etc. So, basically, if my account had enough funds (or my average daily balance was enough) to cover the amount of the check being deposited, I would have access to all of the check as cash immediately... Since that day in 2002, I have been using the ATMs for deposits and have never looked back. I NEVER use a teller. Granted, although a convert, I can think of much needed improvements to the ATM process. Even though I trust the ATM to give me my money immediately, I don't trust the ATM to be accountable for the transaction. So, I rely on my own process. I make sure that I get a receipt of the deposit - always. And, if the check is very large, I tend to photo copy it before I deposit it. Just my cover all bases attitude since I dont expect the machine to be as responsible as the only human in the interaction... me. Now, the feedback feature Fabio and Pat mention would allay my fears... the visual recognition of the actual check on-screen would be ideal (and also if it includes a snazzy print-out of the scanned check). As it stands, the Citibank ATMs are severely bare-bones... just pop-in your discreet deposit envelope... so bare-bones to the point where I don't even think the machine would recognize if I DIDN'T insert an envelope. In fact, in my Calvin and Hobbes daydreams I imagine a team of ATM armored-security-gnomes who must gather and reconcile all the deposits daily, regardless of the automated process we all do of course they live in the machines, and require no food or sleep the fact that I have already digitally entered the correct amount of my deposit just means these fastidious and honest gnomes have to do one less bit of data entry. So, Evan, the short answer is that I do not know of any research off-hand. But I hope this polling of the group and a bit of anecdotal evidence might point you in the right direction or show you some of the overriding issues. cheers, AL On Thu, Jun 26, 2008 at 5:45 PM, Fernandes, Fabio (APG) [EMAIL PROTECTED] wrote: I'm on the opposite side of the thread so far. I rarely go inside the branch and never experienced any problems with ATM deposits. Wells Fargo (I believe BofA as well, not sure) has implemented a while back the feature of depositing cash or check without envelope: - Cash deposit: it counts all the bills and displays the number of each bill and waits for your confirmation. If you don't confirm, it returns your bills. - Check Deposit: similar to cash, it shows the check amount and asks for your confirmation. In addition, it provides you the option to print a receipt with the check image on it. I've been very pleased with their ATM interface and the various confirmations points it presents the user, which in a financial transaction, I feel it's critical. Fabio Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help Welcome to the Interaction Design Association (IxDA)! To post to this list ... [EMAIL PROTECTED] Unsubscribe http://www.ixda.org/unsubscribe List Guidelines http://www.ixda.org/guidelines List Help .. http://www.ixda.org/help
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
In my area (Jersey City, NJ), Bank of America has recently introduced new ATM machines that are great especially for deposits of checks. I no longer need to write my account # on the back of the check, nor do I need to put each check into an envelope. Instead, once I instruct the machine that I want to make a deposit of a check, I am asked to insert the check in the appropriate slot in the machine; a scan of the check now appears on the screen, once I confirm that this is indeed the check I put in, I am issued a receipt which includes a scanned image of the check! I would be very wary of depositing cash in the ATM, though. -Anjali - Original Message - From: Andrea Lewis [EMAIL PROTECTED] Date: Thursday, June 26, 2008 7:16 pm Subject: Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits? To: Fernandes, Fabio (APG) [EMAIL PROTECTED] Cc: [EMAIL PROTECTED] [EMAIL PROTECTED] I'd just like to chime in because my experience is inline with Fabio's and it appears positive experiences are in the minority. I use Citibank in NYC and frequently use direct deposit when working with large corporations for long-term assignments, so depositing checks is rarely an issue (or hassle) that I have to manage. I also have immediate access to the funds the day of the deposit. When in-between projects and working for smaller clients, I get a lot of paper checks. For a while in 2002, I really relied on these small client checks as work was scarce and I was living paycheck-to-paycheck. I remember waiting on line at a Citibank location to deposit a check with a teller, I asked her when the funds would be available and she told me it would take a few days for the check to clear. I was a bit distraught and explained that I had a few large payments pending and didn't want any overdraft issues. She suggested next time that I use the ATM since the ATM allowed for immediate access to a fraction of the funds, if not all of it -- based on banking history, account balance, etc. So, basically, if my account had enough funds (or my average daily balance was enough) to cover the amount of the check being deposited, I would have access to all of the check as cash immediately... Since that day in 2002, I have been using the ATMs for deposits and have never looked back. I NEVER use a teller. Granted, although a convert, I can think of much needed improvements to the ATM process. Even though I trust the ATM to give me my money immediately, I don't trust the ATM to be accountable for the transaction. So, I rely on my own process. I make sure that I get a receipt of the deposit - always. And, if the check is very large, I tend to photo copy it before I deposit it. Just my cover all bases attitude since I dont expect the machine to be as responsible as the only human in the interaction... me. Now, the feedback feature Fabio and Pat mention would allay my fears... the visual recognition of the actual check on-screen would be ideal (and also if it includes a snazzy print-out of the scanned check). As it stands, the Citibank ATMs are severely bare-bones... just pop-in your discreet deposit envelope... so bare-bones to the point where I don't even think the machine would recognize if I DIDN'T insert an envelope. In fact, in my Calvin and Hobbes daydreams I imagine a team of ATM armored-security-gnomes who must gather and reconcile all the deposits daily, regardless of the automated process we all do of course they live in the machines, and require no food or sleep the fact that I have already digitally entered the correct amount of my deposit just means these fastidious and honest gnomes have to do one less bit of data entry. So, Evan, the short answer is that I do not know of any research off-hand. But I hope this polling of the group and a bit of anecdotal evidence might point you in the right direction or show you some of the overriding issues. cheers, AL On Thu, Jun 26, 2008 at 5:45 PM, Fernandes, Fabio (APG) [EMAIL PROTECTED] wrote: I'm on the opposite side of the thread so far. I rarely go inside the branch and never experienced any problems with ATM deposits. Wells Fargo (I believe BofA as well, not sure) has implemented a while back the feature of depositing cash or check without envelope: - Cash deposit: it counts all the bills and displays the number of each bill and waits for your confirmation. If you don't confirm, it returns your bills. - Check Deposit: similar to cash, it shows the check amount and asks for your confirmation. In addition, it provides you the option to print a receipt with the check image on it. I've been very pleased with their ATM interface and the various confirmations points it presents the user, which in a financial transaction, I feel it's critical. Fabio Welcome to the Interaction
Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits?
On an unrelated tangent, I stopped writing account numbers on the backs of checks a long time ago, because many people get their checks back (not as many as before, but I remember the day), so you are basically giving out your bank account number to anyone who has written you a check. yeow! Also back in the day, I used to work retail, and used to be in charge of various nightly tills. Many times, I was going by the bank after a late shift with a big bag of cash, change, and checks, to put in the night deposit. Sort of boggles your mind, now, eh? I was in my early 20s and trusted by my employer to carry that kind of cash around at my McJob! And I wasn't even scared to go up to the night deposit window all by myself on my way home. My biggest worry back then centered more around making sure my till matched what the final printout of the cash register said it had to be (if it didn't, I had to fill out a form). At least by then we had employee numbers for each transaction. I remember earlier restaurant tills where 3-4 people were in and out with transactions, but whoever got stuck cashing out the till at the end of the night would get blamed for the errors. So generally, I don't mind using the ATM for deposits, as it seems more secure than those night deposit boxes I drove up to at 1 am. The space feels more safe and protected, and I also get a receipt. In my imagination, the little squirrels that run in the wheels behind the buttons I push spin some kind of rolly thing that prints at least a time stamp and a version of my receipt on the envelope. I like the envelopes. Now if it were a significant sum ($600+ or so), I'd probably want to look the teller in the eye. For a while, I had an account that charged me $2 for every teller visit past 2 a month (that would be right up there with credit cards charging your a billing fee for the pleasure of getting to pay your bill, eh?). Gone are the days when I'd carry $1,500+ cash in a zippered bag after a double header at the concession stand at a semi-pro baseball game... and just ceremoniously dump that sum in a night deposit box at 1 am. Chris On Thu, Jun 26, 2008 at 9:14 PM, Anjali R Arora [EMAIL PROTECTED] wrote: In my area (Jersey City, NJ), Bank of America has recently introduced new ATM machines that are great especially for deposits of checks. I no longer need to write my account # on the back of the check, nor do I need to put each check into an envelope. Instead, once I instruct the machine that I want to make a deposit of a check, I am asked to insert the check in the appropriate slot in the machine; a scan of the check now appears on the screen, once I confirm that this is indeed the check I put in, I am issued a receipt which includes a scanned image of the check! I would be very wary of depositing cash in the ATM, though. -Anjali - Original Message - From: Andrea Lewis [EMAIL PROTECTED] Date: Thursday, June 26, 2008 7:16 pm Subject: Re: [IxDA Discuss] Studies on aversion to ATMs for making deposits? To: Fernandes, Fabio (APG) [EMAIL PROTECTED] Cc: [EMAIL PROTECTED] [EMAIL PROTECTED] I'd just like to chime in because my experience is inline with Fabio's and it appears positive experiences are in the minority. I use Citibank in NYC and frequently use direct deposit when working with large corporations for long-term assignments, so depositing checks is rarely an issue (or hassle) that I have to manage. I also have immediate access to the funds the day of the deposit. When in-between projects and working for smaller clients, I get a lot of paper checks. For a while in 2002, I really relied on these small client checks as work was scarce and I was living paycheck-to-paycheck. I remember waiting on line at a Citibank location to deposit a check with a teller, I asked her when the funds would be available and she told me it would take a few days for the check to clear. I was a bit distraught and explained that I had a few large payments pending and didn't want any overdraft issues. She suggested next time that I use the ATM since the ATM allowed for immediate access to a fraction of the funds, if not all of it -- based on banking history, account balance, etc. So, basically, if my account had enough funds (or my average daily balance was enough) to cover the amount of the check being deposited, I would have access to all of the check as cash immediately... Since that day in 2002, I have been using the ATMs for deposits and have never looked back. I NEVER use a teller. Granted, although a convert, I can think of much needed improvements to the ATM process. Even though I trust the ATM to give me my money immediately, I don't trust the ATM to be accountable for the transaction. So, I rely on my own process. I make sure that I get a receipt of the deposit - always. And, if the check is very large, I tend to photo copy it before I deposit it. Just
