Tag Archives: user testing

User-test everything… even ATM machines

untitledThis morning I hit my local drive-through ATM for weekend cash. 

The annoying thing about this ATM: I need to open my door to use the machine.  My car window window isn’t quite right to see the ATM screen and use the buttons – it’s a bit too high and for some reason the machine is not adjustable for short cars like mine.  Plus, they inserted 2 poles to prevent us from driving into the machine in the event we make a sudden 90 degree left turn while at the machine (has that happened?).  Bottom line: if you are in a short car, and have short arms, you can not possibly reach the machine. 

Today there was someone in front of me getting cash.  It was an SUV, and SHE had to open HER door to use the machine!  It wasn’t an over sized SUV,it was a Landcruiser.

That really validated the time my team is spending getting user feedback on SmartZip.com.  Diverse feedback.  Feedback from “Super Users” and “Not-so Super Users”, younger, mature men and women.  While it can be challenging, as everyone’s instinct is to art direct, it’s well worth it.

I doubt the lack of user testing/feedback has hurt business for the ATM machine.  After all, those of us that won’t exit the car and walk 15 feet to the other ATM will put up with the inconvenience of opening our door to use the machine.   But, at least I know people will be able to use SmartZip.com without opening their car doors!