User research

A lesson from ATMs: Don’t add features your users don’t want!

Angus Gordon

Lately, every time I’ve visited an ATM, I’ve come away a little bit annoyed. This has made me think about what we do when we make websites, and about not saying “yes” to a new feature unless we really know our users want it.

Getting money out of an ATM must be one of the most meticulously designed user experiences in the world. ATMs have been around – at least in prototype form – since the early 1960s, so designers and engineers have had plenty of time to refine how they interact with customers.