The new ATM experience is faster, easier and more personalized.
I was the lead design architect and interaction designer for what was a very ambitious project to redesign the entire ATM platform from the ground up. I lead a XD team of designers, researchers, testers, and developers and collaborated daily with a large group of product owners, system architects, developers on and off shore. Over the course of 2 years we designed the ATM experience executing design sprints, and in parallel development sprints. Our design sprints were half a year ahead of the coding sprints which allowed the UX time to research, create user journeys, sketch, conceptualize, design, conduct qualitative and quantitative research and refine the experience. Additionally we developed production ready code used for the prototype and delivered to the development team to leverage which significantly reduced coding time and UI/UX defects streamline the development and testing processes.
In early 2019 we started to deploy this experience in small markets to test the stability and performance of the new platform. This ensures the system is operating efficiently before deploying the full experience to 20,000 ATMs nationally. So far the customer satisfaction on the new piloted experience has increased from 77% to 95%. A rating the ATM channel has never achieved at Bank of America.