ATM Caixa — Daniel Malva

The challenge: to rethink the entire self-service interface of the largest public bank in Brazil.

Caixa brought us a huge project: to rethink the entire interface of ATMs throughout Brazil. There were versions and more versions tested, revisited, improved until we consolidated a proposal with an high conversion rate in all the tests carried out.

Meu papel

In addition to idealizing the entire navigation structure and interface interactions in its most diverse formats, I also coordinated the entire creative team involved in the project, such as visual designers, UX Writers and, of course, front-end developers.

Deliverables
- wireframes
- technical team management

UX Strategy

The objective was clear: we could not intervene in the existing systems and we could change the interface as long as these services were not modified.

For this, we carried out a huge survey of existing flows and how we could improve them. That done, we built 6 different interface proposals until the initial tests showed a safer path.

From there we designed all possible transactions and tried them out in tests performed on real ATM machines. The results were enriching and showed the strength of the interface until we finally arrived at a consistent and really effective solution.

Findings & Experience

The navigation flow of Caixa's ATMs contemplates very specific audiences, among them its bank customers and those exclusive to social programmes.

To respect the anxieties of each of these audiences, we designed interfaces that prioritized the most relevant information for each of them. The idea was to plan an experience with the same efficiency and navigation model, regardless of who was accessing it.