Global ATM Redesign
Global ATM Redesign
JPMorgan Chase
A redesigned ATM experience meticulously crafted to be delightfully consistent and effortlessly quick for everyone, everywhere.
Role
Design Lead for User Research, UX, UI
Aligning ATMs with Chase's digital design language
JPMorgan Chase went through a significant digital rebranding beginning in 2014, but did not extend the rebranding or experiential paradigms to digital branch experiences.
As the visuals at Chase branches were updated to match the branding strategy lead by the digital customer experience organization, it became apparent the ATM experience needed a UX/UI refresh.
Bringing two teams together
The Chase ATM experience had been the responsibility of an isolated team outside of the digital organization. I was personally asked by the head of our digital organization to act as a liaison to foster team building, and leverage the ATM team’s institutional knowledge and expertise to quickly align the ATM experience to our digital design language and system.
The ATM team flew to San Francisco, where I led team-bonding activities through out-of-office exercises and working sessions.
A single design solution that works for all ATMs
Working closely with the Columbus Ohio team, I learned that ATMs come in a variety of sizes, touch areas and ages. My goal was to create a design solution that could work for all ATMs, whether you are at a branch, or a place where a Chase ATM is present, such as a Walmart.
Faster than the fast option
Customers can either select “Get cash” to choose a specific amount, or, if they've used a Chase ATM to withdraw cash before, they can use the one tap “Quick cash” option to withdraw same amount as their last ATM withdrawal.
Other key capabilities
Other key capabilities
Other key capabilities
Transferring money
Customers can easily transfer money between their accounts by selecting “Deposit”, and then the “Transfer” option.
Depositing money
Depositing money
Depositing money
Depositing money
To deposit funds into their account, the customer chooses “More...” and their preferred deposit method.
To deposit funds into their account, the customer chooses “More...” and their preferred deposit method.
Get the full story
Get the full story
Get the full story
Get the full story
Hear more about how we made the most accessible, scalable, consistent, on-brand ATM experience out there, and how we brought two teams in conflict together through the process.
Hear more about how we made the most accessible, scalable, consistent, on-brand ATM experience out there, and how we brought two teams in conflict together through the process.