Accessibility of Geldmaat machines
Client: Geldmaat
Type: University group project
Role: Experience Designer and Visual Communicator
Year: 2023/24
Type: University group project
Role: Experience Designer and Visual Communicator
Year: 2023/24
As the Netherlands accelerates into digital payments, the decline in cash usage poses new challenges for specific groups facing digital barriers. Geldmaat, the national ATM network, developed a digital training system that allows them to safely practice ATM transactions, both in-store and remotely. Despite these efforts, many elderly users still struggle to perform basic transactions confidently. In this project, we built upon Geldmaat’s existing digital training solution, and designed an integrated product-service system aimed at making ATM usage more straightforward for elderly users.
Problem statement
Reduced memory and digital literacy: Elderly ATM users struggle with memory decline and lack of digital literacy that prevent them from understanding and remembering how to use ATMs.
Anxiety and vulnerability: Elderly ATM users lack of self-esteem towards their physical and mental skills which results in a constant sense of anxiety and vulnerability when using ATMs.
Limited action space: Due to European regulations, the ATMs themselves can’t be redesigned, so an alternative solution is necessary.
Design goal
Support elderly ATM users to confidently complete ATM transactions without changing the design of ATM machines.
Research
We carried out various research activities, including literature review, market research, interviews with users and stakeholders, visiting multiple Geldmaat facilities, a client safari and a third-age suit simulation.
User safari
Third-age suit simulation
Third-age suit simulation
We analyzed the digital training system developed by Geldmaat. The solution consisted of a fully digital simulation of the ATMs, accessible to users both through in-store screens and remotely via a link on their personal computers.
Design iterations
Based on the research findings, we explored solutions through six prototyping and testing iterations, evolving from low-fidelity paper sketches to refined high-fidelity experiences. During each iteration, we built upon previous testing findings and tested multiple concepts with elderly users. Alongside our own explorations, we also evaluated the design solution developed by Geldmaat. Testing showed that while well-intentioned, it did not adequately meet the needs of elderly users.
Quick prototyping and roleplay session with the design team
Users testing the prototype designed by Geldmaat
Users testing a paper prototype designed by us
Concept
The final concept reframed and integrated Geldmaat’s existing solution, aligning it more closely with user needs and ensuring greater accessibility and usability. It takes the form of a support service that helps elderly users build confidence in completing ATM transactions.
Interactive workshops: Led by Geldmaat representatives, where elderly users can safely practice using ATMs in a supportive environment.
Instruction manuals: step-by-step guide to help elderly users confidently navigate ATM transactions. With a compact, foldable A6 size that opens to A5 for readability, it balances portability and accessibility. The eight-step layout is chronological and clear, with concrete and brief instructions and high-contrast visuals, making it easy for users to quickly follow each step. The visual elements take into account the preferences of test participants and the needs of color-blind users and people with reduced cognitive skills.
Final evaluation
This project was particularly formative because it required working within an existing design space. Geldmaat had already invested significant resources in a digital training system, so discarding their solution was not an option. Through user-centered research, however, we found that the approach did not fully meet the needs of elderly users. The real challenge, and learning opportunity, was to reframe and expand the existing solution so it better supported users while still aligning with the client’s business constraints. This required respectful, evidence-based communication to highlight usability gaps from the user’s perspective. Ultimately, finding this balance between user needs and business realities was highly rewarding. The final concept was well-received by the users and the client and is now being incorporated into a pilot by Geldmaat.
