ATM Experience Design
Creative Direction/ Design strategy
As one of the leading Indian banks transitioned to a newly implemented core banking system, it expanded into the ATM ecosystem for the first time. I was part of the design initiative that shaped the end-to-end ATM user experience, focused on clarity, accessibility, and building customer trust at a critical moment in the bank’s digital journey.
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The Challenge
The bank needed to:
Design ATM transaction flows from scratch
Ensure usability across multiple languages and user abilities
Minimize user anxiety during transactions
Leverage unavoidable waiting time for meaningful brand communication
Key constraints:
Low tolerance for errors
Strict transaction security requirements
Hardware and network limitations
Extremely short interaction windows
Context
With the core banking system freshly set up:
Customer data flows were new and sensitive
ATM usage patterns were still undefined
The bank served a wide demographic, including elderly users and first-time ATM customers
The ATM became a critical touchpoint where technology met human trust.
My role - UX Design | Interaction Design | Visual Communication
Mapping the complete ATM transaction journey
Designing screen flows for all major operations
Creating intuitive visual cues and messaging
Designing ATM-specific marketing and communication assets
I was responsible for:
Approach
The design approach prioritized simplicity, reassurance, and inclusivity.
Guiding principles:
One action per screen to reduce cognitive load
Clear language + icon support for accessibility
Predictable flow patterns to build confidence
Visual reassurance cues during system wait times
Special attention was paid to error states, loading moments, and confirmations—areas where user anxiety is highest.
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