Friday, March 16, 2018

Did someone really design this ATM experience?

As I put my card in the ATM machine today I noticed a message on the screen that said
Receipts currently unavailable
I've seen it many times before. It means the roll of paper the receipts are printed on has run out. Not a problem, I just want cash.

After inserting my card and entering my PIN number, among the many options were two related to what I wanted:

- Cash with receipt
- Cash with no receipt

Yes, that first option makes no sense based on the message shown at the start. But wait.
I selected the second option and was then asked:
Do you want a receipt for your transaction?
- Yes
- No

I selected "No". I didn't want one and, based on what the machine had said moments ago, I knew it couldn't provide one even if I did want it.

I then selected the amount I wanted to withdraw.

All should have been good but then I was asked, again:
Do you want a receipt for your transaction?
- Yes
- No

Again I selected "No" and finally my money was dispensed.

Part of me was glad to finally get my money.
Part of me was tempted to try that again and see if what would happen if I chose some of the impossible options.
And another part of me was saddened by the process.

Here are my issues with what happened:

  • The software repeatedly provided options for things it had said were unavailable.
  • The software asked the same question multiple times, seemingly disregarding my past answers.
  • The software made the process longer and more complicated than was necessary.


Someone was paid to make this software.
Someone tested and approved this software.
Someone thinks this is a good experience to give to their customers.
Someone thinks that we should trust them with our money inside complex financial systems when they make what should be a simple piece of software unnecessarily complex.


You wouldn't build software that provided an experience like this.
Would you?

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