A short history

The Automated Teller Machine (ATM) revolutionized banking by allowing customers to conduct transactions without the need for a human cashier. The first ATM was introduced by Barclays Bank in London in 1967, designed by the engineer John Shepherd-Barron. The concept quickly spread globally, transforming banking practices.

NCR Corporation, originally known as National Cash Register, was founded in 1884 and initially focused on mechanical cash registers. Over the decades, NCR evolved with technological advancements. By embracing the digital transformation, NCR expanded into ATMs during the rapid growth of electronic banking in the late 20th century. NCR's emphasis on innovation and reliability in ATM technology, coupled with strategic acquisitions aimed at enhancing its software and services, enabled it to become a leading provider in the ATM market. Today, NCR is recognized as one of the largest ATM solution providers worldwide, offering a wide range of products and services that address the needs of modern banks and financial institutions.

The problem

However, in my interactions with NCR, it was evident that innovation with ATMS are not as dramatic as with other areas of technology. In the latest upgrade, the ATM interface moved to HTML5 and CSS. When I heard this, my mind imagined a totally new interaction for the ATM interfaces. Not just static screens anymore but transitions, animations and micro-interactions.

How wrong I was. Even with the new technology, NCR still requested static screens with the normal transitions were had seen for decades. I did put my foot down when it cam to the design however, recreating the ATM interface with themes for different segements and a dark mode.

At the time we also discussed the busniness problem of not having enough space in an ATM to hold cash or new cards which could be dispensed to customers. The number of cards and the number of storage units were limited. The same for cash denominations. All because the interface and its components (essentially a PC are also house in the same unit.

But it wasn’t till COVID started at that time that I really began to think about ATMs and our interaction with them. The second day after we were sent home, I messaged the Chief Digital Officer I was reporting to and told him that with the realisation that we were headed into a new world where germ and virus phobia was no longer a phobia for some but a phobia that would now be shared with the majority. ATM screens are probably one of the most used, shared interfaces in the world. No one would be comfortable touching an interface again without the though of catching something. And so I began to explain him how we could create a breakthrough in ATM usage.

The solution

The solution was a touch-free ATM interface that could be replaced with any personal device. We already had cash withdrawal without the need for a card using an OTP sent to your device and a one time confirmation code to authenticate. The main usage of an ATM is to withdraw or deposit cash. The only real reason for the screen is to authenticate yourself with your PIN after sliding in your card and then selecting the amount to withdraw or entering the amount to deposit. Any other additional features of banking can be done on any device.

So I quickly drafted up some wireframes and sent them across to him to demonstrate how we could connect a personal device to the ATM through a simple QR code scan or an NFC tap which launched an app interface on the device to ask for a PIN or simply use the native biometric features to authenticate. I could then select make all the same selection as I would on the ATM interface and the ATM would dispense or take in cash from the usual slot.

In addition, I could actually do all this before I even reach the ATM and have the transaction immediately execute after authentication saving me time standing there. The app would also be accessible to non-Boubyan customers though they would have to insert their card first being from another bank.

This would then mean that a PC would not be required anymore as the ATM interface would no longer be needed and we could have a whole new unit for an ATM that has two areas - Insert cash and/or card and Take cash and/or card. The space within it could now be used for more storage of cards and cash denominations saving more time.

The outcome

The CDO loved my idea and the concept. The timing would be perfect to implement something like this and send out two messages - that a bank in a small country in Kuwait was innovative and that we care about our ATM users and their health. Unfortunately, between their new ATM project at the time and a lack of any serious competition with NCR, it was put on the backburner where it still lies today and the thought of an ATM without any interface would stay in my imagination as there would be no provider to provide this new ATM.

Conclusion

The ATM problems and solutions are still relevant and viable today. While quite a few ATM’s can now operate cardless, they only replace the card function and don’t continue the rest of the journey on the device. If you are an investor, a fintech or a bank and see the potential of a solution like this, please do get in touch as I would love the opportunity to see this vision become a reality and realise your return on investment.