Voice Recognition ATM Security Feature
Platform: ATM, kiosks
67% of ATM users have had card replacements in the past 4 years. Users should have a way to be able to access their accounts at the ATM without needing a card.
How might we create a cardless ATM experience that is fun, secure, and unique?
I focused on users who were members of "Capital Two" bank who lost their cards sometime in the last 4 years.
Brainstorming and creating flow charts helped prioritize the primary feature: voice.
Lean UX flow-prototype hybrids assisted with time management and focus in developing solutions.
KEY FINDINGS: VOICE-FIRST
The user research and assumptions were already established by the client from the beginning. The focus was on the key finding that 67% of ATM users have had their cards replaced in the last 4 years. Technically, voice command and recognition seem to be the most secure form of identity because each voice is different.
VOICE COMMAND: How it works
Users enjoy a fun experience to use voice command to grant permission to access transactions.
User can set up their accounts previously by:
1) Recording their voice
2) Choosing a voice feature as their password
Secondary security backups including thumbprint access and face recognition
User error: Scenarios such as logging in to the wrong account because of environment/similarity in voices; or external factors where users were in a rush, didn’t want to sing, or were sick and could not want to use their voices were accounted for in the voice-first design.
Partnerships with karaoke bars and nightlife were mentioned. Voice recognition as security identification could be linked to Siri or Alexa. MC Capital could be linked with Siri so that a user could tell Siri she wanted to withdraw $30 from her phone, pop over to a MC Capital ATM, say "Hello" and get her requested amount of cash.