ATM Redesign
The ATM Redesign modernized Bank of America’s ATM experience across 15,000 machines, introducing the first major interface update in nearly a decade. The update included the integration of major technological upgrades such as mobile app connectivity, NFC cardless access, and touchless interactions. The work reimagined the ATM as more than a transactional device, connecting hardware, software, physical space, accessibility, sound, and customer support into a more seamless financial center experience. As customer expectations around cash, convenience, and public touchpoints evolved, the redesign helped bridge digital and physical banking, making everyday transactions faster, clearer, and more connected to Bank of America’s broader ecosystem.
Role
I was the lead designer for the rollout, strategy and enhancements also owning accessibility testing and competitive/comparative audits and benchmarking.
Learnings
ATM's face a lot of environmental and situational factors to design around in a way that carry's forward on to any device type. Restrictions with latency, security, privacy concerns as well as accessibility for visibility, language, and cognitive expectations. Before working on BofA ATM's the last time I had used one was in another language out of the country, relying on right to advance and red to mean cancel. ATM work was foundational to my understanding of accessibility and subsequent design practices with taking much more than pixels into consideration.
Impact
The redesign was deployed across Bank of America's national ATM network making it one of the largest updates to physical banking infrastructure in the US. The work contributed to increased adoption of the mobile app and cardless transactions.
Business Insider reported that 59% of mobile banking users considered cardless ATM access "very" or "extremely" valuable, and framed it as a differentiator because few major banks offered it at the time. The updates reduced time and steps for use at the machine, for some use cases and key flows by more than 50%.
"We've created a high-tech, high-touch experience across all channels, including our financial centers and state-of-the-art ATM network.”
– David Tyrie, SVP at Bank of America