Client’s problem

İş Bankası faced an overwhelming number of customer complaints about their ATM interfaces, flooding their call center. The bank needed a solution to reduce the number of customer calls and improve ATM usability.

Challenge

• Timeframe: Only a month to complete research and redesign.

• ATM types: The solution needed to work for both standard screens with physical buttons and touchscreens.

• Visual identity: The redesign had to maintain İş Bankası’s existing visual identity

Research & Design

User research:

• Analyzed a sample of customer calls to identify pain points.

• Conducted a usability study with mobile eye-tracking to track user behavior and preferences.

• Provided a detailed analysis report, including both quantitative data (task completion times) and qualitative insights (how copy and placement affected decision-making).

Key findings:

• Confusing terms: Customers struggled with understanding the difference between “Havale” and “EFT” (money transfer options), which are the most common actions taken on ATMs.

• Balance visibility: Users felt insecure about their balance being visible to people in line behind them.

UX and UI improvements:

• Information architecture: Reorganized the ATM’s function flow, prioritizing tasks based on user needs.

• Copy redesign: Simplified language, replacing “Havale/EFT” with clearer options like “Money Transfer to Another Bank” and “Money Transfer within İş Bankası.”

• Balance placement: Moved the balance display to the homepage for easy access, making İş Bankası in Turkey the first bank to do so.

• Balance privacy: Placed the balance at the bottom-center of the screen, protecting user privacy.

• UI redesign: Updated the overall look, including buttons, animations, alerts, and spreadsheets, to reflect a more modern 2010s design.

Reflections

It's rewarding to see the same design still in use years later, though I believe it's time for another refresh given the evolving design landscape.