Desjardins: An Accessible ATM System
UX design + User Research + Accessibility
Abstract
The redesign endeavor for Desjardins' ATM interface presented a distinctive challenge in catering to a predominantly elderly and less tech-savvy user base. Collaborating with diverse stakeholders, including researchers, analysts, and user representatives, I spearheaded a redesign focusing on modernity while ensuring an intuitive and accessible interface for long-standing customers.
Challenge
Balancing a modernized ATM interface with user-friendly elements for Desjardins' less tech-savvy and primarily elderly customer base posed a significant challenge. Ensuring accessibility was crucial, especially for visually impaired and low-literacy users.
Approach
Working closely with researchers, business analysts, functional analysts, and product owners, we prioritized accessibility and user comprehension. Multiple user research methods, including focus groups and workshops, were conducted to understand the unique needs of our diverse user base.
Solution
The redesign sought to strike a balance between modernity and familiarity, ensuring ease of use for long-time customers.
Accessibility took center stage, necessitating collaboration with organizations representing the visually impaired and literacy groups. Insights gleaned from these engagements informed design decisions, making the interface more inclusive and comprehensible.
Key Achievements
Conducted extensive user research, focus groups, and workshops to gather insights from diverse user demographics.
Collaborated with user representatives to ensure the interface catered to the needs of visually impaired and low-literacy users.
Engaged in iterative testing and refinement to create an intuitive, accessible, and modern ATM interface.
Outcome
The redesigned ATM interface aligns Desjardins' commitment to inclusivity and user-centric design. Through collaboration and comprehensive research, we crafted an interface that seamlessly integrates modernity while prioritizing accessibility. This redesign stands as a testament to our dedication to serving diverse user needs and ensuring an inclusive banking experience for all Desjardins customers.
