Company: Connect Group, Lesaka
Summary: The AMT-R is a cash recycler that allows our users (merchants) to deposit their cash securely in a vault within the ATM-R. Instead of multiple CIT pickups, the physical cash is removed from their business premises via customers' withdrawals.
Our ATM-Recycler clients did not have a way of easily monitoring their device. They received certain daily device updates from the business, but this was done manually and is time and cost intensive. The monitoring dashboard allow ATM-R users need to receive live notifications and updates, to ensure they are able to use their ATM device optimally and access the relevant data at any time.
Our ATM-Recycler clients did not have a way of easily monitoring their device. They received certain daily device updates from the business, but this was done manually and is time and cost intensive. The monitoring dashboard allow ATM-R users need to receive live notifications and updates, to ensure they are able to use their ATM device optimally and access the relevant data at any time.
PROBLEM STATEMENT
Users need to acess information that will allow them "see inside" their ATM in order to use their ATM device optimally. Without this insight, they feel frustrated as canisters can fill up without them knowing it, and therefore CIT pickups can happen more frequently than they'd like.They also need to be able to track the usage of their ATM, to make sure they're meeting their contractual obligations.
By having a live view of the ATM's performace, users can: manage contractual obligations for drops and withdrawal targets, drive withdrawals and reduce CIT pickups (once the ATM's canisters starts reaching capacity), plan for drops based on the canister levels, as well as be aware when there is a technical or canister issue.
CHALLENGES
Limited time and increase in project requirements/scope after initial delivery.
CUSTOMER JOURNEY
The MVP aimed to help clients optimise how they use the ATMR device by:
Providing current information that allows them to take the relevant action (ie add or withdraw more cash), track targets, and ultimately reduce their CIT collections to 0.
WORKSHOP
We had a collaborative design workshop to conceptualise ideas as a team. We focused on making the data visual and easy to understand by using various graphs. In hindsight, we should have done this workshop in low-fi - whiteboarding or sketches.
USABILITY TESTING AND RESULTS
I tested both prototyes with 7 ATMR users. It was interesting to note that their major painpoints were not around this feature or the app at all, but rather around the physical ATMR device, as well as issues relating to settlements, feedback, help and support and customer experience.
The following summises the main results from the testing of the ATMR monitoring screens:
1. Users did not understand the statuses on My Devices and need a key. They should also refer to the overall health of the ATMR, not just the Total Cash Value
3. Users were still unclear about the difference between the mixed and denomination canisters
4. They preferred seeing a bar to represent the volume of cash in the mixed canister, and to see it next to all the denomination canisters
4. They did not refer to the canister key or did not see it
5. In general, there was no strong preference between the two designs or strong case to build all the enhancements in the 2nd prototype. However, most found the second version easier to read and simpler
6. They did skim-read the modal
7. They prefer more information such as a the rand value per canister, and total available cash value
DESIGN SUGGESTIONS
OTHER SUGGESTIONS
1. Creation of ‘ideal’ customer journey map that covers customer experience at all touchpoints (physical, digital, Cash Connect staff) through all phases (sales, installation, usage, renewal, take-down)
1. Creation of ‘ideal’ customer journey map that covers customer experience at all touchpoints (physical, digital, Cash Connect staff) through all phases (sales, installation, usage, renewal, take-down)
2. Improve settlement times ASAP (customers want to be settled by 8:30am to pay suppliers in the morning)
3. Provide feedback and timelines when customers report issues via AMs
4. Provide clients with an onboarding booklet with ATMR technical info (how ATMR dispenses (what note order), mixed canister details etc.
5. Client trainers to onboard clients to app (mobile and web) during ATMR installation
5. Client trainers to onboard clients to app (mobile and web) during ATMR installation
6. Consider ‘packaging’ the product so that customer experience is more holistic in terms of both physical and digital product experiences
7. Don’t blame clients if ATMR note validator is too sensitive. Clients say in general, SA note quality is bad, even the new notes. In some cases, their customers also roll up notes and carry on themselves, leading to deterioration of notes much faster
8. Design the ATMR to accept R10 notes OR help clients with a solution to get R10 notes banked
9. Log of tech drops with relevant details to help clients with finding and the reconcilliation of that cash
