Global ATM Redesign
JPMorgan Chase
A redesigned ATM experience meticulously crafted to be delightfully consistent and effortlessly quick for everyone, everywhere.
My role
Lead Design of UXR • UX • UI
Reimagining digital experiences at Chase
Simple. Personal. Human.
In early 2014, Chase embarked on a substantial digital transformation journey and digital overhaul with the aim of infusing a human touch into a major financial institution and positioning itself as a frontrunner in the fintech arena. This extensive redesign initially encompassed our web and native platforms.
Bringing ATMs into the digital evolution
Chase's leadership presented me with the opportunity to lead the overhaul of Chase ATMs digital experiences, which we had no yet aligned with our new industry-leading digital products that were becoming synonymous with Chase's brand.
Chase's family of digital experiences.
Bringing the teams together
While the core of Chase's teams were located on the coasts, ATMs operated under the purview of a small, separate team located in Columbus, Ohio, which functioned independently from the main Chase digital organization.
It was imperative to quickly establish strong relationships, integrate the Columbus team into the broader digital organization, acquire a deep understanding of the ATM ecosystem, and ultimately align all Chase ATMs with the standards upheld by Chase's digital experiences, especially if the Columbus team would own updates post launch. To reduce potential pivots and roadblocks I moved to quickly cultivate a culture of openness and trust between all teams.
Leading team bonding
We arranged for the Ohio team to visit San Francisco, where I led a series of team-building activities, including out-of-office exercises and collaborative working sessions. These initiatives were instrumental in ensuring the team felt like a valued and integrated part of the broader digital organization.
A single solution for a variety of machines
Collaborating with our Columbus team, I learned how incredibly diverse the range of ATMs were in terms of size, interfaces tap targets, and age. Accomplishing our shared vision of creating a singular solution that could be seamlessly deployed to any Chase ATM meant the solution would have to be flexible enough to work within old systems and multiple screen ratios in order to accommodate all types of existing and future ATMs.
Whether customers were at a cutting-edge Chase branch with state-of-the-art kiosk machines or at a Walmart with a smaller Chase ATM, we set out to ensure a consistently delightful user experience across the board.
Tappable target areas
Understanding and defining our box
Simplifying form factor variants
We simplified the diverse range of ATMs down as much as possible, landing on two main categories: a more advanced tall version for kiosks being rolled out in branches nationwide, and a shorter version to accommodate legacy machines found in third party retailers and and street corners.
Kiosk
Legacy
Understanding constraints of the tech
While the newer machines gave us full flexibility of an oversized iPad, an interesting challenge we encountered on the older units was that they had fixed touch areas, limiting where we could place interactive elements. We needed to innovate within these constraints while preserving consistency across various form factors and diverse screen UI configurations.
Mobile
ATM
A scalable and resonant IA
To maintain as much experience consistency and simplicity as possible for customers, while reducing engineering lift, I recommended an IA that allows the bottom half of the kiosks to mirror legacy machines and reserved the top half for immersive and contextual media. One way we built experiential consistency across handheld and PoS devices was matching our geolocated images on the ATMs to Chase mobile app's city-specific welcome photos.
Simple and personal task flows
Delightfully quick cash in as little as two taps
In line with our mission and vision of "Simple. Personal. Human.," we established a clear objective: to enable customers to complete their ATM transactions in as few as two taps, following PIN authentication.
For returning customers who have previously withdrawn money from any Chase ATM, we introduced a "Quick cash" option. This feature conveniently pre-populates with their last withdrawal amount.
Upon selecting Quick cash, customers only need to make one additional choice: whether they want a receipt or not. This streamlined process ensures a remarkably straightforward ATM experience.
Hear the full story from kickoff to impact
Learn more about how we seamlessly integrating a once-isolated team, built culture, and crafted an ATM experience that harmonizes with our online and in-app digital offerings.