The+Deadliners

=//**The Deadliners (please visit our seperate Wiki to post feedback!)** //= 
 * Final Topic**: Improvement of drive through ABM's.


 * The present scenario**: "Drive-thru" ABM's are becoming standard in all bank branches that have enough space for a car to "drive thru".


 * The problem**: These ABM's are stationary, thus making access to them difficult for persons with vehicles that are below or above the line of access. The major design oversight is that these machines were designed to be used inside bank branches where the people using them were standing up and did not have their mobility impaired by the car seat, seat-belts or the height of a vehicle they were driving.


 * The solution**: The solution is simple and complex at the same time. Re-vamp the current design to incorporate simple moving components that would place the essential components of the ABM at the users fingertips in such a way that it does not rely on their mobility, range of motion or the height of their vehicle. By determining the primary uses of these users, the user interface could be simplified to accomodate them in quicker more productive manner. Details to follow below.

Team Roles
//Matthew Oh:// Aesthetic and user design specialist //Timur Khamitov//: Cost management and research specialist //Bartosz Zagorowicz:// Technical documentation specialist //Khaula Ajmal:// Public relations and marketing specialist //Dmitry Mallik:// Technical design and implementation specialist

=**SECTION A**=

__**PACT Analysis:**__
**People:** __Cognitive characteristics:__ hard to generalize these characteristics since such a wide range of people use it. We will break it down into age groups further in the project and suggest cognitive characteristics of those. __Physical characteristics:__ roughly, the minimum requirement for our user is to a) possess a drivers license/car b) have a bank account. __What motivates, pleases and engages - affect:__ with relation to this particular interaction (withdrawing money from drive through atm's) the two biggest criteria's are speed and ease. I.e: the ideal drive through atm will be quick and easy to use. The easier and faster; the better. __Experience & expectations__ Most drive through ABM user's have some experience with using ABM's in general.It is unlikely that a person who has never used a regular ABM will use a drive through one. __Language__ The focus of this project will be Canada and hence it is fair to assume that all users will possess atleast a basic understanding of English. __Culture__ Impossible to predict. __Special needs __ People with disabilities, exceptionally short people and old people will have difficulty using the system. __Homogenous vs heterogeneous user groups__ Like a website, drive through ABM's are definitely used by heterogeneous user groups. __Summary:__ Due to extremely varied target audience for ABM's (in essence all adults qualify to be likely to use one at at least one point in their life) it is hard to be specific regarding the 'People' category. During the further stages of the project we will break down the people using this system by age, nationality and general background. After breaking down the entire 'market' share we will be able to talk more specifically about the various characteristics of the different categories.

**Activities:** __Goals, tasks and actions__ Take out money, deposit money, transfer between accounts, pay bills, account inquiries (balance, transaction history)

__Regular or unusual, weekly? Yearly?__ - frequent tasks should be easy to do; infrequent tasks should be easy to learn or remember Regular, frequent use; actual usage varies by user ( once, many times daily; weekly

__Well-defined or vague__ Well defined tasks. People usually use for a specific purpose.

__Continuous or interrupted__ - user may need to 'find their place' again Interaction with the machine is interrupted although user does not need to find their place as all transactions begin from the same place

__Current task practices__ Same as number 1__.

Individual vs co-operative work__ All interaction is individual with the exception of the machine interacting with the banks database.

__Multi-tasking vs serial tasks__ Serial tasks.

__Passive vs active,__ Active.

__Quality vs quantity trade-off__ The quality of the system would be the most important aspect. The quantity of interactions would remain the same as with current systems.

__Data input requirements__ Data input requirements will remain the same. Users will insert card, input pin number, will be able to interact with their account (eg. Deposit, withdrawal, balance inquiries and money transfers)

__Length of time on tasks__ - peaks and troughs of working, need for fast response As this applies to a drive through service, the length of time spent performing the task will be relatively short between 1-3 minutes.

__Coping with errors__ - presentation of error messages, how to deal with them, how the system accommodates them, significance of errors, safety critical errors Error messages would be similar to existing ones in the machines. There would be extra messages that have to do with the inability for the machine to position itself for the user.


 * Context: **

The Drive Thru ABM machines are located outside to allow drivers to do their banking conveniently from the comfort of their automobile. The current Drive Thru ABM technology is not very user friendly. As cars come in different sizes higher or lower, drivers of those cars may have difficulty reaching the key pad or seeing the screen. The proposed system would calibrate itself to every user positioning itself for optimum placement. Sensors will analyze the car, location of the window and user and position itself at the optimum height and placement for the users convenience. The keypad and screen will move right up to the window so the user does not have to reach, improving convenience and user safety. No additional training will be required to use the machine as it will function exactly the same as conventional drive thru machines. The user would be able to use the machine regardless of weather or physical constraints. The design will cater to a wider range of the population and encourage more users to make use of drive thrus more often. This includes users of different sizes and disabilities. The users will no longer have to struggle with the machine, get out of the car or reposition the car inorder to reach the machine.

With the Drive Thru ABM machines available to the public presently are not user friendly. Cars with different sizes pass thru the driveway where users struggles to reach the keypad. The ABM machine can be located outside in the cold, sunny or noisy environment. Various sensors located in the drive thru will analyze the vehicle size to present the user with a keypad position. Keypad will enable users to do their banking within their reach. The user does not require any training to operate the machine. The machine will automatically detect size and space available to assist the user. Users can use the machine at any time of the day. This design will be inclusive to most population and encourage them to perform drive thru transactions. It will also include individuals with different sizes and abilites. User no longer has to struggle and get out of the car to use the machine. Survey questions


 * Technologies **

**PART B**
__**User Study**__

User study goals: The goal of the user study is to determine the current affordances and limitations of the drive-thru ABM machines that are available at most commercial banks.
====Questions answered: We want to know what the current opinion is on the drive-thru ABM’s that are available in most major bank branches. This includes the opinions on the security, the accessibility and overall user experience.==== ====Alternatives: We want to find out what people think would make the drive-thru ABM’s better for them to use. This includes looking at the menu selections as well as the actual physical layout of the machines.====

// b) Provide notes on research methods considered to answer the questions noted above. Why these methods? Why not others? //
====We have decided to employ several research methods in order to obtain the best quality of data possible. The primary research method will be a survey to find out what exactly people like and don’t like about the current drive-thru ABM’s. The second part of it will be done via a focus group where any willing participants can contribute ideas of how to make the drive-thru ABM’s better suited to fit their needs. The third part will incorporate body-storming in order to simulate the different conditions that people using drive-thru ABM’s may experience. From paraplegics to quadriplegics and anything in-between, we will utilize the body-storming technique to find ways to make the re-design as universally accessible as possible.====

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There are many ethical issues with research methods and conducting a user study. The issues include the principal of voluntary participation, the requirement of informed consent, the risk of harm and confidentiality. As our study deals with peoples banking habits most user will be reluctant to participate in an actual study as such information is always kept private. The following issues will be addressed through the use of a non intrusive survey keeping the questions as broad as possible without impacting the integrity of our research. We will conduct our study on a voluntary basis and we will respect the peoples right not to participate, and if thye do so, we will not collect any private information and reassure them that all the information will be dealt with in a confidential and professional manner. One of the other main issues that arises with respect to our specific survey research is the fact that we do need to collect some personal information. As one of the problems we pointed out with today’s drive thru ABM is that of accessibility. People’s ability to access today’s drive through ABMs, greatly depends on their height, weight and build, in general. People might be reluctant to share that sort of information. This information is very important to our study and could severely impact our results. We will deal with this in two ways. First, most people might not give exact height and weight information. We feel people will be more truthful if they were given a choice of brackets to put themselves in. The second way we will deal with this is by rather than keeping that section of data separate, we merge them both and use them as a single observation thus giving us a better understanding of the results (eg. People who are 250lbs and 5’2 differ from those who are 250lbs and 6’2). We understand that due to the nature of the study, it is this section that would have the highest degree of error but regardless should still give us an idea of the problems at hand. =====

//d) Provide a copy of actual questions asked and procedures applied.//
The survey will enable the team to continue their research in the process to redesign the Automated Banking Machine. The survey includes both qualitative and quantitative data to determine key factors surrounding the user and the product. Questions such, as age, height and weight will enable us to categorize individuals in statistical data and reflect upon various users of the product. Survey questions are very simple and do not take more then five minutes for the individual to complete. Questioner such as users like and dislikes will provide the team with key perspective while trying to improve the design of drive thru ABM's. It is also important for the team to understand why some individuals do not use the drive thru ABM’s. Factor may include the inconvenience of using the drive thru ABM’s, or not owning a vehicle. Survey will be given to random individuals in the bank. The team is also considering in providing a collective perspective of the users through a video demonstration. This video will provide the viewer with few scenarios of individuals who uses the drive thru ABM. Key dynamics may include height, weight and make of a car to reflect upon array of users. Here are the survey question provided to the sample population. Current ABM technolgies