Talking Automated Teller Machines

Introduction

The visually Impaired computer society is a self-help group whose aims include the promotion of technologies that facilitate greater inclusion into society of its members. We have over 100 members on the island of Ireland, and have been in existence since 1986. VICS is a subgroup of the Irish computer Society.

Visually impaired people are unintentionally excluded from using Automated Teller Machines (ATMs) because information is only presented visually on a screen. Recent legislative developments abroad and increased social awareness have lead to the introduction of ATMs with built-in voice software in the United States and elsewhere. This document will describe the steps required to introduce them in Ireland and some of the resulting benefits.

 

The Problem

If a user cannot read the screen on an ATM it is virtually impossible to use. The user must memorize a long series of keystrokes. If the user makes a mistake, if an unusual prompt is displayed, or if the sequence of keys required is changed, the user is unable to complete his/her transaction. This causes a number of problems:

• Inconvenience for both the user and the financial institution.
• Additional banking errors and reduced customers satisfaction.
• Increased security risks for visually impaired users.

The solution

ATMs with built-in voice software provide an audible interface in addition to or as an alternative to using the screen. The user inserts a standard set of headphones into a jack mounted on the front of the terminal. The ATM provides spoken instructions describing the layout of the machine and how transactions are carried out. The user inserts their card and is prompted verbally for their pin. Each choice available to the user and selections made are spoken. Spoken help is also available.

An extra security feature is the ability to have the screen blanked out during the transaction. This ensures that no third party can view information displayed on the screen while a transaction is in progress.

What is required?

Primarily, the changes required relate to hardware and software. However, an appropriate approach to the process of developing the product is also advisable.

A headphone jack and a sound card must be added to the ATM. VICS understands, however, that this hardware is available as standard with new ATMs.

The software that operates the ATM must be changed to provide the new functionality. This not only produces the speech, but converts text on screen and keystrokes pressed by the user into a format suitable to be spoken.

Phoenix Interactive, a Canadian company, has developed such hardware and software as a part of their VISTAatm ATM software package. This system has recently been introduced on a pilot basis in Northern Bank and National Irish Bank. An example can be seen in National Irish Bank on Baggot Street, Dublin.

Design for all is a development approach that supports the needs of the maximum number of potential users of a product or service. It recognises that building in such supports at the design stage costs little, but is expensive to retrofit. VICS strongly recommends such an approach when developing talking ATMs. This includes consulting with potential users right from the development through the testing phases.

The benefits

There are many benefits, for both the customer and financial institution of talking ATMs, they include:

For the customer

• Visually impaired customers can access their bank accounts safely and independently. They are no longer forced to rely on a family member or a member of the public. Thus, their own security and that of their financial information is greatly improved.
• Talking ATMs are also of use to other sections of the population who have difficulty reading text. These include older people, people who are dyslexic and people with literacy problems.
• When the sun shines strongly on a screen a user who otherwise does not require such support could also benefit.

 

For the Financial organisation

• They can offer services and therefore increase revenue from a large group of people who have to date been excluded.
• They can discharge the legal obligations of providing reasonable access imposed by recent Irish legislation.
• Design for all is increasingly being accepted as best practice and is being adopted by major Standards bodies. Its use demonstrates a commitment to high standards of methodology and management.
• They can illustrate their commitment to social awareness.

Conclusion

Up to recently, people who are visually impaired could not realistically use ATMs. This was not only frustrating, but put them into dangerous situations because of having to ask strangers for help.

Recent developments have made talking ATMs a reality elsewhere in the world. Northern bank and National Irish Bank have introduced several in Ireland, including one in Dublin. VICS feels strongly that it is now time that all the major financial institutions in Ireland introduce such facilities. VICS is prepared to offer its support in this endeavour.

Useful contacts

VICS Web Site:
http://www.vicsireland.org/

Phoenix Interactive Web site:
http://www.phoenix-interactive.com/

Marian Bowler:
Northern Bank Business Analyst
Email: marian.bowler@northernbank.co.uk

Tony Murray:
Chairperson, Visually Impaired Computer Society
Email: tony@500x.net
Phone: 01-6413801

Tim Culhane:
Deputy Chairperson,  - Visually Impaired Computer Society
Email: tim.culhane@criticalpath.net
Phone: 01-2415107