User-centered design with illiterate persons: The case of the ATM user interface

One of the major challenges ill Current user interface research and development is the accommodation of diversity in users and contexts of use in order to improve the self-efficacy of citizens. A common banking service. which should be designed for diversity, is the Automated Teller Machine (ATM). This paper describes the various user-centered design techniques to involve the future users of an ATM for illiterate persons, and reports the results of applying the techniques to a group of six Dutch functional illiterate persons. First. it has resulted in a set Of user requirements and promising redesign concepts for the Current ATM, relating to hardware, functionality, order of actions., lay-out, interaction modalities, and the mental model of cash withdrawal. Second, it has provided insight into how user-centered design techniques should be applied to this specific, but heterogeneous, user group.