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Scotiabank ABM
Role / Product Design Lead
Deliverables / UX & UI Design, Product & Design Strategy
Year / 2018
❖ Full process breakdown available upon request.
Facing an aging fleet of ABMs, Scotiabank embarked on a comprehensive overhaul. This involved new hardware and a new operating system.
The provided software didn't meet the bank's requirements or government regulations, necessitating a complete redesign.
THE CHALLENGE
How might we design an ABM experience that was quick, simple and secure for our customers?
WHAT DOES SUCCESS LOOK LIKE?
The experience would improve self-service capabilities and product sales, making it accessible to all customers. It would also reduce development time to market, maintenance costs for the platform, and calls to the customer support centre.
HIGHLIGHTS
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Before & After of the home screen design.
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Utilizing NFC technology to allow users to access the ABM with a tap.
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Offering the option to receive receipts via email not only enhanced convenience for users but also significantly reduced the bank’s costs by cutting down on the need for paper receipts.
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The Express cash feature allowed users to withdraw cash without the need to log in.
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The cash withdrawal feature allowed users to customize the denominations of bills for their transaction.
OUTCOME
The update, which included both hardware and software, was rolled out across all 3600+ ABMs in Canada. Initial survey results based on customer feedback have been overwhelmingly positive.
More importantly, the new design complies with “Bill C-81, Accessible Canada Act: An Act to Ensure a Barrier-free Canada.”
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