Attitudes of semi-literate and literate bank account holders to the use of automatic teller machines (ATMs) [An article from: International Journal of Industrial Ergonomics]

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Description:
This study looks at the attitudes towards automatic teller machines (ATMs) and alternative ATM interfaces (a speech-based interface and an icon-based interface). The semi-literate sample of 62 black, urban, bank account holders is compared to a literate sample of 68 urban, bank account holders. Comparisons are made between the semi-literate and literate groups on ATM use, general attitudes towards ATMs, ATM problems, attitudes towards a speech-based ATM alternative interface and attitudes towards an icon-based alternative ATM interface. Generally, the literate sample had more negative attitudes towards ATM use and had experienced a greater number of problems with ATMs when compared to the semi-literate sample. Overall, both groups showed a tendency to prefer the icon-based alternative ATM interface to the speech-based alternative interface and the traditional text-based ATM interface. Relevance to Industry: The study looks at the attitudes of potential users to alternative interface designs (speech-based interfaces and icon-based interfaces) for public-use technology such as ATMs. The results of the study should provide some valuable insights for designers of public-use technology by suggesting which alternative interface would be most preferred by potential users, particularly those users with only partial literacy levels.