Design, User Experience, and Usability.

Case Studies in Public and Personal

Interactive Systems: 9th International
Conference, DUXU 2020, Held as Part of
the 22nd HCI International Conference,
HCII 2020, Copenhagen, Denmark, July
19–24, 2020, Proceedings, Aaron
Marcus
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 Aaron Marcus
Elizabeth Rosenzweig (Eds.)

Design, User Experience,

LNCS 12202

and Usability
Case Studies in Public and Personal
Interactive Systems
9th International Conference, DUXU 2020
Held as Part of the 22nd HCI International Conference, HCII 2020
Copenhagen, Denmark, July 19–24, 2020, Proceedings, Part III
Lecture Notes in Computer Science 12202

Founding Editors
Gerhard Goos
Karlsruhe Institute of Technology, Karlsruhe, Germany
Juris Hartmanis
Cornell University, Ithaca, NY, USA

Editorial Board Members

Elisa Bertino
Purdue University, West Lafayette, IN, USA
Wen Gao
Peking University, Beijing, China
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TU Dortmund University, Dortmund, Germany
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RWTH Aachen, Aachen, Germany
Moti Yung
Columbia University, New York, NY, USA
More information about this series at http://www.springer.com/series/7409
Aaron Marcus Elizabeth Rosenzweig (Eds.)
•

Design, User Experience,

and Usability
Case Studies in Public and Personal
Interactive Systems
9th International Conference, DUXU 2020
Held as Part of the 22nd HCI International Conference, HCII 2020
Copenhagen, Denmark, July 19–24, 2020
Proceedings, Part III

123
Editors
Aaron Marcus Elizabeth Rosenzweig
Aaron Marcus and Associates World Usability Day and Bentley User
Berkeley, CA, USA Experience Center
Newton Center, MA, USA

ISSN 0302-9743 ISSN 1611-3349 (electronic)

Lecture Notes in Computer Science
ISBN 978-3-030-49756-9 ISBN 978-3-030-49757-6 (eBook)
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 Foreword

The 22nd International Conference on Human-Computer Interaction, HCI International

2020 (HCII 2020), was planned to be held at the AC Bella Sky Hotel and Bella Center,
Copenhagen, Denmark, during July 19–24, 2020. Due to the COVID-19 coronavirus
pandemic and the resolution of the Danish government not to allow events larger than
500 people to be hosted until September 1, 2020, HCII 2020 had to be held virtually. It
incorporated the 21 thematic areas and affiliated conferences listed on the following
page.
A total of 6,326 individuals from academia, research institutes, industry, and gov-
ernmental agencies from 97 countries submitted contributions, and 1,439 papers and
238 posters were included in the conference proceedings. These contributions address
the latest research and development efforts and highlight the human aspects of design
and use of computing systems. The contributions thoroughly cover the entire field of
human-computer interaction, addressing major advances in knowledge and effective
use of computers in a variety of application areas. The volumes constituting the full set
of the conference proceedings are listed in the following pages.
The HCI International (HCII) conference also offers the option of “late-breaking
work” which applies both for papers and posters and the corresponding volume(s)
of the proceedings will be published just after the conference. Full papers will be
included in the “HCII 2020 - Late Breaking Papers” volume of the proceedings to be
published in the Springer LNCS series, while poster extended abstracts will be included
as short papers in the “HCII 2020 - Late Breaking Posters” volume to be published in
the Springer CCIS series.
I would like to thank the program board chairs and the members of the program
boards of all thematic areas and affiliated conferences for their contribution to the
highest scientific quality and the overall success of the HCI International 2020
conference.
This conference would not have been possible without the continuous and unwa-
vering support and advice of the founder, Conference General Chair Emeritus and
Conference Scientific Advisor Prof. Gavriel Salvendy. For his outstanding efforts,
I would like to express my appreciation to the communications chair and editor of
HCI International News, Dr. Abbas Moallem.

July 2020 Constantine Stephanidis

 HCI International 2020 Thematic Areas
and Affiliated Conferences

Thematic areas:
• HCI 2020: Human-Computer Interaction
• HIMI 2020: Human Interface and the Management of Information
Affiliated conferences:
• EPCE: 17th International Conference on Engineering Psychology and Cognitive
Ergonomics
• UAHCI: 14th International Conference on Universal Access in Human-Computer
Interaction
• VAMR: 12th International Conference on Virtual, Augmented and Mixed Reality
• CCD: 12th International Conference on Cross-Cultural Design
• SCSM: 12th International Conference on Social Computing and Social Media
• AC: 14th International Conference on Augmented Cognition
• DHM: 11th International Conference on Digital Human Modeling and Applications
in Health, Safety, Ergonomics and Risk Management
• DUXU: 9th International Conference on Design, User Experience and Usability
• DAPI: 8th International Conference on Distributed, Ambient and Pervasive
Interactions
• HCIBGO: 7th International Conference on HCI in Business, Government and
Organizations
• LCT: 7th International Conference on Learning and Collaboration Technologies
• ITAP: 6th International Conference on Human Aspects of IT for the Aged
Population
• HCI-CPT: Second International Conference on HCI for Cybersecurity, Privacy and
Trust
• HCI-Games: Second International Conference on HCI in Games
• MobiTAS: Second International Conference on HCI in Mobility, Transport and
Automotive Systems
• AIS: Second International Conference on Adaptive Instructional Systems
• C&C: 8th International Conference on Culture and Computing
• MOBILE: First International Conference on Design, Operation and Evaluation of
Mobile Communications
• AI-HCI: First International Conference on Artificial Intelligence in HCI
 Conference Proceedings Volumes Full List

1. LNCS 12181, Human-Computer Interaction: Design and User Experience (Part I),
edited by Masaaki Kurosu
2. LNCS 12182, Human-Computer Interaction: Multimodal and Natural Interaction
(Part II), edited by Masaaki Kurosu
3. LNCS 12183, Human-Computer Interaction: Human Values and Quality of Life
(Part III), edited by Masaaki Kurosu
4. LNCS 12184, Human Interface and the Management of Information: Designing
Information (Part I), edited by Sakae Yamamoto and Hirohiko Mori
5. LNCS 12185, Human Interface and the Management of Information: Interacting
with Information (Part II), edited by Sakae Yamamoto and Hirohiko Mori
6. LNAI 12186, Engineering Psychology and Cognitive Ergonomics: Mental
Workload, Human Physiology, and Human Energy (Part I), edited by Don Harris
and Wen-Chin Li
7. LNAI 12187, Engineering Psychology and Cognitive Ergonomics: Cognition and
Design (Part II), edited by Don Harris and Wen-Chin Li
8. LNCS 12188, Universal Access in Human-Computer Interaction: Design
Approaches and Supporting Technologies (Part I), edited by Margherita Antona
and Constantine Stephanidis
9. LNCS 12189, Universal Access in Human-Computer Interaction: Applications and
Practice (Part II), edited by Margherita Antona and Constantine Stephanidis
10. LNCS 12190, Virtual, Augmented and Mixed Reality: Design and Interaction
(Part I), edited by Jessie Y. C. Chen and Gino Fragomeni
11. LNCS 12191, Virtual, Augmented and Mixed Reality: Industrial and Everyday
Life Applications (Part II), edited by Jessie Y. C. Chen and Gino Fragomeni
12. LNCS 12192, Cross-Cultural Design: User Experience of Products, Services, and
Intelligent Environments (Part I), edited by P. L. Patrick Rau
13. LNCS 12193, Cross-Cultural Design: Applications in Health, Learning,
Communication, and Creativity (Part II), edited by P. L. Patrick Rau
14. LNCS 12194, Social Computing and Social Media: Design, Ethics, User Behavior,
and Social Network Analysis (Part I), edited by Gabriele Meiselwitz
15. LNCS 12195, Social Computing and Social Media: Participation, User Experience,
Consumer Experience, and Applications of Social Computing (Part II), edited by
Gabriele Meiselwitz
16. LNAI 12196, Augmented Cognition: Theoretical and Technological Approaches
(Part I), edited by Dylan D. Schmorrow and Cali M. Fidopiastis
17. LNAI 12197, Augmented Cognition: Human Cognition and Behaviour (Part II),
edited by Dylan D. Schmorrow and Cali M. Fidopiastis
x Conference Proceedings Volumes Full List

18. LNCS 12198, Digital Human Modeling and Applications in Health, Safety,
Ergonomics and Risk Management: Posture, Motion and Health (Part I), edited
by Vincent G. Duffy
19. LNCS 12199, Digital Human Modeling and Applications in Health, Safety,
Ergonomics and Risk Management: Human Communication, Organization and
Work (Part II), edited by Vincent G. Duffy
20. LNCS 12200, Design, User Experience, and Usability: Interaction Design (Part I),
edited by Aaron Marcus and Elizabeth Rosenzweig
21. LNCS 12201, Design, User Experience, and Usability: Design for Contemporary
Interactive Environments (Part II), edited by Aaron Marcus and Elizabeth
Rosenzweig
22. LNCS 12202, Design, User Experience, and Usability: Case Studies in Public and
Personal Interactive Systems (Part III), edited by Aaron Marcus and Elizabeth
Rosenzweig
23. LNCS 12203, Distributed, Ambient and Pervasive Interactions, edited by Norbert
Streitz and Shin’ichi Konomi
24. LNCS 12204, HCI in Business, Government and Organizations, edited by Fiona
Fui-Hoon Nah and Keng Siau
25. LNCS 12205, Learning and Collaboration Technologies: Designing, Developing
and Deploying Learning Experiences (Part I), edited by Panayiotis Zaphiris and
Andri Ioannou
26. LNCS 12206, Learning and Collaboration Technologies: Human and Technology
Ecosystems (Part II), edited by Panayiotis Zaphiris and Andri Ioannou
27. LNCS 12207, Human Aspects of IT for the Aged Population: Technologies,
Design and User Experience (Part I), edited by Qin Gao and Jia Zhou
28. LNCS 12208, Human Aspects of IT for the Aged Population: Healthy and Active
Aging (Part II), edited by Qin Gao and Jia Zhou
29. LNCS 12209, Human Aspects of IT for the Aged Population: Technology and
Society (Part III), edited by Qin Gao and Jia Zhou
30. LNCS 12210, HCI for Cybersecurity, Privacy and Trust, edited by Abbas Moallem
31. LNCS 12211, HCI in Games, edited by Xiaowen Fang
32. LNCS 12212, HCI in Mobility, Transport and Automotive Systems: Automated
Driving and In-Vehicle Experience Design (Part I), edited by Heidi Krömker
33. LNCS 12213, HCI in Mobility, Transport and Automotive Systems: Driving
Behavior, Urban and Smart Mobility (Part II), edited by Heidi Krömker
34. LNCS 12214, Adaptive Instructional Systems, edited by Robert A. Sottilare and
Jessica Schwarz
35. LNCS 12215, Culture and Computing, edited by Matthias Rauterberg
36. LNCS 12216, Design, Operation and Evaluation of Mobile Communications,
edited by Gavriel Salvendy and June Wei
37. LNCS 12217, Artificial Intelligence in HCI, edited by Helmut Degen and Lauren
Reinerman-Jones
 Conference Proceedings Volumes Full List xi

38. CCIS 1224, HCI International 2020 Posters - Part I, edited by Constantine
Stephanidis and Margherita Antona
39. CCIS 1225, HCI International 2020 Posters - Part II, edited by Constantine
Stephanidis and Margherita Antona
40. CCIS 1226, HCI International 2020 Posters - Part III, edited by Constantine
Stephanidis and Margherita Antona

http://2020.hci.international/proceedings
 9th International Conference on Design, User
Experience, and Usability (DUXU 2020)

Program Board Chairs: Aaron Marcus, Aaron Marcus

and Associates, USA, and Elizabeth Rosenzweig, World Usability
Day and Bentley User Experience Center, USA

• Sisira Adikari, Australia • Judith A. Moldenhauer, USA

• Claire Ancient, UK
• Silvia de los Rios, Spain
• Marc Fabri, UK
• Juliana J. Ferreira, Brazil
• Josh Halstead, USA
• Chris Hass, USA
• Wei Liu, China
• Martin Maguire, UK
• Kerem Rızvanoğlu, Turkey
• Francisco Rebelo, Portugal
• Christine Riedmann-Streitz, Germany
• Patricia Search, USA
• Marcelo M. Soares, China
• Carla G. Spinillo, Brazil
• Virgínia Tiradentes Souto, Brazil

The full list with the Program Board Chairs and the members of the Program Boards of
all thematic areas and affiliated conferences is available online at:

http://www.hci.international/board-members-2020.php
 HCI International 2021
The 23rd International Conference on Human-Computer Interaction, HCI International
2021 (HCII 2021), will be held jointly with the affiliated conferences in
Washington DC, USA, at the Washington Hilton Hotel, July 24–29, 2021. It will
cover a broad spectrum of themes related to Human-Computer Interaction (HCI),
including theoretical issues, methods, tools, processes, and case studies in HCI design,
as well as novel interaction techniques, interfaces, and applications. The proceedings
will be published by Springer. More information will be available on the conference
website: http://2021.hci.international/.

General Chair
Prof. Constantine Stephanidis
University of Crete and ICS-FORTH
Heraklion, Crete, Greece
Email: general_chair@hcii2021.org

http://2021.hci.international/
 Contents – Part III

Interactions in Public, Urban and Rural Contexts

Applying a UCD Framework for ATM Interfaces on the Design

of QR Withdrawal: A Case Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Joel Aguirre, Samira Benazar, and Arturo Moquillaza

Research on the Service Design of Smart Campus Based on Sustainable

Strategy – Taking Smart Canteen as an Example . . . . . . . . . . . . . . . . . . . . 20
Ruiqian An and Tao Xi

Applications of Real-Time Data to Reduce Air Emissions

in Maritime Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Philip Cammin, Malek Sarhani, Leonard Heilig, and Stefan Voß

Experience and Design of Rural Cultural Well-Being in the New Media

Age: A Case Study of Shatan Village in China . . . . . . . . . . . . . . . . . . . . . . 49
Yuanyuan Chen and Li Wang

User Experience and Usability Design Centered Smart Application Design

to Waste Sorting for Citizens Living in Smart City in China . . . . . . . . . . . . 62
Ziyuan Chi and Zhen Liu

Evolution of Public Transport in Rural Areas - New Technologies

and Digitization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Joachim R. Daduna

A Systematic Literature Review About Quantitative Metrics to Evaluate

Usability and Security of ATM Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . 100
Fiorella Falconi, Claudia Zapata, Arturo Moquillaza, and Freddy Paz

Appropriation, Design and User Experience in Public Spaces as a Part

of the Language of the City . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Pavel Farkas

A Systematic Review of Usability Evaluation Methods and Tools

for ATM Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Joe Sahua and Arturo Moquillaza

Approaching Urban Experience Through Rhythmanalysis. . . . . . . . . . . . . . . 142

Michal Smrčina

Mobile Based Agricultural Management System for Indian Farmers . . . . . . . 162

Ashmean Kaur Sran, Sherrie Y. X. Komiak, and Sabir Manzoor
xviii Contents – Part III

Interactive Pavement: Moving Spatial Surface to Dynamically

Convey Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Voraphan Vorakitphan and Takashi Ohta

Usability Testing of Bank of China Automatic Teller Machine . . . . . . . . . . . 189

Yingnan Weng, Shuxin Xia, Shuang Liang, and Marcelo M. Soares

UX Design for Health and Well-Being

Transforming Patient Hospital Experience Through Smart Technologies. . . . . 203

Haneen Ali, Astin Cole, and Gabby Panos

Gamedesign and Physiotherapy: Contribution of Gamification

and UX Techniques to Physical Teenagers’ Recovery . . . . . . . . . . . . . . . . . 216
Ernesto Filgueiras and Gustavo Desouzart

UX Concerns in Developing Functional Orthodontic Appliances . . . . . . . . . . 229

Stefano Filippi, Luca Grigolato, and Gianpaolo Savio

PLANTY GO: A Smart Planter System to Relieve Stress

and Anxiety of Urban Youngsters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Weilun Huang, Zhenyu Cheryl Qian, Jung Joo Sohn, and Yunran Ju

Prototyping a Mental Health Smartphone Application . . . . . . . . . . . . . . . . . 254

Julian Hunter and Tania Roy

Stress Heatmaps: A Fuzzy-Based Approach that Uses

Physiological Signals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Alexandros Liapis, Christos Katsanos, Nikos Karousos,
Dimitris Sotiropoulos, Michalis Xenos, and Theofanis Orphanoudakis

Exploring Experience Activity Potential for Art Therapy to High School

Students in International School, Guangzhou, China . . . . . . . . . . . . . . . . . . 278
Zhen Liu and Meihan Liu

The Development of a Point of Care Clinical Guidelines Mobile

Application Following a User-Centred Design Approach . . . . . . . . . . . . . . . 294
James Mitchell, Ed de Quincey, Charles Pantin, and Naveed Mustfa

Design and Usability of an E-Health Mobile Application . . . . . . . . . . . . . . . 314

Maria Rita Nogueira, Paulo Menezes, Sérgio Carvalho, Bruno Patrão,
Inês A. Trindade, Raquel Guiomar, Joana Duarte, Teresa Lapa,
José Pinto-Gouveia, and Paula Freitas Castilho

Preliminary Findings Regarding the Effect of an Interactive

Wall to Promote Hand Hygiene Among Healthcare Workers . . . . . . . . . . . . 329
Beatriz Pereira, Hande Ayanoglu, and Emília Duarte
 Contents – Part III xix

Research on Usability Evaluation and Redesign of Treadmill

Man-Machine Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Du Qin, Wan Tiantian, Zhang Xinrui, Dai Roujing,
and Marcelo M. Soares

Can an Environmental Feature Influence Interview Anxiety?

A Virtual Reality Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Elisângela Vilar, Paulo Noriega, Tânia Borges, Francisco Rebelo,
and Sara Ramos

Voice-Based Bodyweight Training Support System Using Smartphone . . . . . 370

Ruiyun Wang, Shin Takahashi, Buntarou Shizuki,
and Ikkaku Kawaguchi

Exploring Information Support in Mobile Terminal Guidance

in the Context of Medical Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Wu Yue and Xin Chen

DUXU for Creativity, Learning and Collaboration

Teaching Discussion on Information Visualization Design . . . . . . . . . . . . . . 393

Xiandong Cheng, Hao He, Yan Ren, and Shengqi Ba

E.R.A - Augmented Reality Teaching - Assistive Technology Developed

for the Literacy Process of Children with ASD . . . . . . . . . . . . . . . . . . . . . . 405
Carolina Boechat Alt Araujo Cirino,
Ana Carolina Alves Ferreira Fernandes, Jeniffer da Costa Perez e Silva,
and Hanna Policiano Serra

How to Design Potential Solutions for a Cross-country Platform

that Leverages Students’ Diversity: A User-Centered Design
Approach – and Its Challenges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
Giulia D’Ettole, Thomas Bjørner, and Amalia De Götzen

Design Practice in Online Courses: Application of Service Design

to MOOC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Ziyang Li, Xiangnuo Li, Limin Wang, Xiandong Cheng, Hao He,
and Bin Liang

Changes in Design Education Promoted by Collaborative Organization:

Distribution and Fragmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438
WenJing Li, DanDan Yu, YiNan Zhang, FuMei Zhang, and Limin Wang

Engineering Design Entrepreneurship and Innovation:

Transdisciplinary Teaching and Learning in a Global Context. . . . . . . . . . . . 451
Wei Liu, Eric Byler, and Larry Leifer
xx Contents – Part III

Study on the Criteria of Design of Teaching Toolkit for Design Thinking

Courses for Lower Grade Students in Primary School . . . . . . . . . . . . . . . . . 461
Yaru Lyu, Chunrong Liu, Yan-cong Zhu, Jinge Huang, Xiaohan Wang,
and Wei Liu

Available Technologies: Web Design for Technology Transfer from Public

Education and Research Institutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
Daniel Nascimento Medeiros and Virgínia Tiradentes Souto

Financial Shared Course Design Based on Human-Computer Interaction . . . . 493

Xiaoyan Niu and Bin Wang

Emotional Design and Gamification in Educational Processes: Predictor

Model to Increase Video Game Efficiency . . . . . . . . . . . . . . . . . . . . . . . . . 506
Rômulo Pinto, Ernesto Filgueiras, and Karina Moutinho

SyncMeet: Virtual Work Environment for Collaborative Manga Creation . . . . 518

Maria Consuelo Tenorio Morales, Keiko Yamamoto,
and Yoshihiro Tsujino

Usability Design Study of University Website: A Case of Normal

University in China . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
Yu Tian and Zhen Liu

Designing an Innovative Collaborative Learning Application:

The Case of Method 300 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552
Virginia Tiradentes Souto, Ricardo Ramos Fragelli, and Wilson
Henrique Veneziano

Pedagogical Discussion on the Application of Role Immersion

in Interior Design Teaching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566
Chen Wang, Wenjing Yin, and Jue Chen

DUXU for Culture and Tourism

A Study on Travel Experience Design Based on the Motivation

of Chinese Millennials to Travel Alone . . . . . . . . . . . . . . . . . . . . . . . . . . . 581
Xi Chen and Linong Dai

Research Upon the Relativity Between Digital Media and Tourism . . . . . . . . 594
Wei Feng and Peng Wang

Usability Evaluation Towards a Cultural Perspective: A Systematic

Literature Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
Yoluana Gamboa, Juan Jesús Arenas, and Freddy Paz
 Contents – Part III xxi

Service Design and Upgrade of Domestic-Ceramic Consumption

Idea: - -Service Design for Customized Domestic-Ceramic . . . . . . . . . . . . . . 618
Liu Hong, Limin Wang, and Wang Song

A Study on the Space Usability Driven Design of the Ancestral Temple

of Xihu Village from the Perspective of Spatial Syntax . . . . . . . . . . . . . . . . 633
Xinghai Luo and Mingjie Liang

Interactive Experience Art in Exhibition. . . . . . . . . . . . . . . . . . . . . . . . . . . 647

Xueying Niu and Yuelin Liang

User Experience Requirements and Interface Design for the TouristHub

Trip Planning Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 659
Modestos Stavrakis, Damianos Gavalas, Panayiotis Koutsabasis,
and Spyros Vosinakis

Application of Interactive Design in Shanghai Public Art Practice . . . . . . . . . 676

Wenjing Yin and Chen Wang

Service Design in the Preservation of Intangible Cultural Heritage:

A Case Study in the Legend of the Kitchen God. . . . . . . . . . . . . . . . . . . . . 687
DanDan Yu, Limin Wang, XiaoWei Feng, ShuHao Wang, and Bin Liang

Author Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 701

Interactions in Public, Urban and Rural
Contexts
 Applying a UCD Framework for ATM Interfaces
on the Design of QR Withdrawal: A Case Study

Joel Aguirre1(B) , Samira Benazar2 , and Arturo Moquillaza1,2

1 Pontificia Universidad Católica del Perú, Lima 32, Lima, Peru
{aguirre.joel,amoquillaza}@pucp.pe
2 Universidad San Ignacio de Loyola, Lima 12, Lima, Peru

{samira.benazar,miguel.moquillaza}@usil.pe

Abstract. The Automated Teller Machines or ATM carry out transactions through
the use of physical magnetic smart cards and four-digit PINs. To this is added
the fact that physical cards could be easily lost and the combinations for PINs
are insufficient. By employing a QR-based withdrawal system in combination
with mobile banking, the user is allowed to perform cardless withdrawals and
avoid the risk of peeping attacks and save valuable time. The difficulty is that the
user should be familiar with mobile phones and QR codes scanning processes.
Although there is insufficient knowledge of usability in the ATM field, attempts to
the application of a systematic user-centered approach have delivered encouraging
results, improving the satisfaction of the users in withdrawal operations. In this
study, we apply a user-centered design framework, proposed in previous works by
the authors, for the design of the interfaces of the QR-based withdrawal transaction.

Keywords: Automated Teller Machine · Framework · User-centered design ·

User interface · Financial sector · Usability

1 Introduction
In the current competitive market, final users are more concerned about quality attributes
than the functionality a product could have [1]. In the financial sector, it is critical
to design usable banking software; for the user, final interfaces are the product and
frustrating experiences could harm the institutional brand [2].
Self-Service Technologies (SST) and Automated Teller Machines (or ATM) are
becoming ubiquitous [3]. Therefore, ATM transactions have become a common activity
in everyone’s daily life [4].
The existing ATM is based on a system that employs four-digit PINs and physical
cards that are read to identify and authenticate a user [4]. However, studies and surveys
confirmed that at least 52.8% cardholders share their bank cards and PIN with at least
one friend or relative, introducing the risk of fraud and loss of privacy [5].
According to Maqua et al. [6], a criminal has several devices to skim or scam different
areas on an ATM, such as fake card readers or an overlaid skimmer plate over the existing
keypad. Added to this is the fact that when a cardholder loses a physical card, there is

© Springer Nature Switzerland AG 2020

A. Marcus and E. Rosenzweig (Eds.): HCII 2020, LNCS 12202, pp. 3–19, 2020.
https://doi.org/10.1007/978-3-030-49757-6_1
4 J. Aguirre et al.

no quick way to use the ATM and get cash since a replacement card requires hours or
even days to be emitted [5].
Several companies and studies had proposed different methods to not force the
customer to make use of his card nor the ATM pin pad by using his smartphone in com-
bination with QR codes to withdraw money [6]. For instance, NCR company developed
back in 2012 a Smart ATM that reduced transaction time to ten seconds by using the
smartphones cameras to scan a QR displayed at the ATM interface [7]. More recently,
Bank of India implemented QR withdrawal within its Unified Payment Interface or UPI,
which keeps the transaction secure by two-factor authentication; however, this cardless
withdrawal has limitations on the withdrawable amount by now [8].
The interest in the use of QR visual tags is a natural consequence of the evolution
of mobile phones, and it has been used also to enhanced baking authentication security
[9]. Tandon et al. [10] considered that the QR code itself is advantageous for customers
in terms of security, and for vendors in terms of efficiency.
Subpratatsavee and Kuacharoen [11] proposed a scheme where QR code is used
as a transaction authentication that prevents online phishing attacks, eavesdropping,
and message modification; however, it is scoped only for mobile and internet banking.
According to Malathi et al. [12], a better approach to avoid internet banking’s own
problems is that the ATM contains a QR code and the smartphone decodes it with a
mobile application.
Even though several proposals for cardless withdrawal are reported in the literature,
the problem of the user experience and usability persists. Ruslan et al. [13] consider that
QR on Mobile Banking is still not perfect and needs to be improved to be integrated with
ATM. Besides, Alhothaily et al. [5] and Malathi et al. [12], left the usability for future
works and investigations.
In that sense, BBVA Perú, a leading bank in Perú, summed up to the cardless oper-
ations trend and wanted to develop a cash withdrawal system based on mobile banking
and QR scanning. This Case Study focuses on the design phase of this project, where
the authors applied the user-centered design framework for ATM interfaces proposed
by Aguirre et al. in previous works. This paper is structured as follows. In Sect. 2, we
described the methods employed from the mentioned ATM design framework. In Sect. 3,
the process conducted in the Case Study is carefully described. In Sect. 4, we show the
ATM interfaces obtained from the application of the framework and its mobile comple-
ment that integrates with the whole cardless withdrawal system. Conclusions close the
paper, where we expose principal learned lessons from the whole presented experience.

2 User-Centered Design Framework for ATM Interfaces

In the ATM domain, there is little evidence on how to apply design of usability guidelines
to the ATM interfaces [14]. As a consequence, the low consideration for the needs of the
final user in the design of these interfaces affected negatively the user experience when
employing a self-service technology such as ATM [15].
In 2019, the authors proposed a user-centered design framework for the design of
usable ATM interfaces based on methods reported in the literature and validated by
ATM and usability experts [2]. This framework includes four processes that would fit in
a determinate context of a team. Figure 1 shows the framework at a high level.
 Applying a UCD Framework for ATM Interfaces on the Design of QR Withdrawal 5

Fig. 1. UCD Framework for the design of usable ATM interfaces [2].

Each subprocess, the simple one, the fast one, the low-cost one, and the optimal
one was diagrammed as a process, in order to define a real workflow [2]. The methods
employed in each phase of the framework are described in Subsect. 2.1.

2.1 Methods Employed

In real-life projects, when a team decides to follow a user-centered approach, there are
still fundamental questions about how to conduct the methods selected, how to manage
them and even how long will they take [2].
The UCD Framework proposes three sub-processes, so the BBVA Perú ATM devel-
oper team could select the most suitable methods for its context. The team started the
process with the fast methods that are described in Table 1.
Table 1. Fast methods for the design of ATM interfaces. Adapted from Aguirre et al. [2]

Phase Method Support technique Est. time

Context Identify stakeholders User groups 0.5 d
Field study/observation 2d
Requirements Competitor analysis Free 1d
Scenario of use – 3d
Persona User profile 2d
Design Parallel design Interactive prototyping 8d
Evaluation Controlled user testing Cognitive walkthrough 3d
Satisfaction questionnaires SUS questionnaire 2d
6 J. Aguirre et al.

Aguirre et al. also describes the approach that ATM developers would follow [2]. This
serves as a starting point for the team, which has little experience in UCD approaches.

• Identify Stakeholders: List all users and stakeholders of the system. If possible, a
meeting with the project manager and representative users.
• Field Study/Observation: Establish objectives and type of events. The observer must
take notes of the performance of the user.
• Competitor Analysis: Compare through evaluations of the systems that own the
competitors.
• Scenario of Use: Define scenarios with images and explanations.
• Persona: Specify typical user profiles, detailing their motivations and activities in a
context.
• Parallel Design: Two or more groups design at the same time multiple ideas. After a
meeting, a unique design is elaborated from all the ideas.
• Controlled User Testing: Representative users or experts in the process and workflow
try the new design and try to find design errors while completing guided tasks.
• Satisfaction Questionnaire: An expert elaborates a questionnaire with representative
questions. Between 8 and 10 is an ideal number to consider the sample representative.

3 Design of QR Withdrawal
The BBVA Perú, a leading bank in the country, proposed a challenge to its ATM depart-
ment. The objective was to deliver a solution that simplifies and optimizes the cash
withdrawal without the use or a physical card, without losing security.
To achieve the goal of the challenge, the ATM team had to find the pain points and
problems that users present while performing other cardless withdrawal transactions
that the bank already has. For this, the three phases UCD process shown in Fig. 2 were
conducted.

Fig. 2. The three phases of the UCD Framework proposed by Aguirre et al. [2].

3.1 Context
Identify Stakeholders. In this activity, developers met regularly with the stakeholders,
so they could understand the problem from their point of view. In addition, it was the
first attempt for them to think in the final user as the center of the project. We explained
with detail each identified stakeholder in the following list.
 Applying a UCD Framework for ATM Interfaces on the Design of QR Withdrawal 7

• External User or Final Client. It is the actual user of an ATM who is hard to define
with little information. It is because the ATM is widely used by different people with
different profiles.
• Internal User o Developing Stakeholders. This user is responsible for the project and
leads its development. It is a crucial member and aids with communication between
the ATM developer team and other internal stakeholders.
• Internal-Support User. This internal user monitors the proper functioning of ATM in
the whole country. It is the first one to notice or be informed about incidents occurred
with the ATM or any impact on them.
• Architecture User. It is the one who provides the facilities for the infrastructure needed
for the correct development and integration of the systems. Also, this user cooperates
in the design of the back-end applications and services.
• Business User. This user is the one with knowledge about historical final client pref-
erence over the products offered by the bank. Also, is one of the most interested users,
because its main function is to ensure the business goals.
• Owner of the mobile channel. This user is responsible for the mobile banking app
and its participation is crucial to seek options for cardless authentication using this
channel. Solutions that integrate mobile banking and SMS already exist; for instance,
SMS withdrawal.

Field Study/Observation. For the observation and field study, the ATM team estab-
lished to observe clients who performed withdrawals in a lapse of one hour at ATM of
a centric office located at a business district of Lima, the capital of Perú.
A total of six people performed withdrawals in that lapse of time but using a physical
card. Because of that, the team decided to complement the observation with a small
survey. The survey focused on three main topics: the experiences with existing cardless
withdrawals, the preference for cardless withdrawals and the security perception of this
kind of withdrawal measured with a one-to-five Likert scale.
Two of them were women and all the participants were between twenty and forty
years old. From the total, only 33% had performed cardless withdrawals for them-
selves, the other 67% had done these operations but not for themselves. However, all
of them were interested or had a clear inclination for cardless withdrawals. The percep-
tion of security was 3.83 on average due to misinformation about the existing cardless
withdrawal operations (the need for additional physical tags, SMS, or wait times).
In addition, this information was complemented with small semi-structured inter-
views performed with workers of the bank office and another seven representative final
clients.
The office hostess indicated that frequently she helps from three to five people to
complete their cardless operations that involved a secret password sent from a mobile
banking app called “efectivo móvil” or mobile cash. The security guard claimed that
over 20 of these transactions are withdrawn daily.
Finally, from the other seven representative final clients interviewed, three of them
had never done cardless withdrawals. From the other four, half of them stop doing this
kind of transaction due to fees charged when the withdrawal was for another person.
The other half stated that it was a bother to wait ten minutes in order to withdraw
their “efectivo movil”. The three participants that have never used the existing cardless
8 J. Aguirre et al.

withdrawals claimed that it was because of unfriendly workflows and the loss of their
withdraw passcode.

Conclusions from the Analysis of the Context of Use. From the analysis of the con-
text of use, the team and the stakeholders agreed in developing a QR-based solution. This
would improve the current cardless solutions that the ATM has and optimize the time a
user spends in front of one by reducing the interaction with the aid of a smartphone app.
The bank provided the infrastructure and the technology for the development of
back-end applications and services; however, the interfaces were an important question
for everybody. Not only the ATM interfaces but how these would interact with and
complement the smartphone app interfaces.
In that sense, the team continued with the next phases to design a possible solution.

3.2 Requirements Specification

Competitor Analysis. BBVA Perú is a leading bank in Perú, so its direct competitors
are other leading banks in the country. For this activity, the team selected the other top
three banks. The systems they own are diverse. For instance, they have solutions similar
to “efectivo móvil”, which uses their corresponding mobile banking app. Also, they
promote cardless operations (such as money transfer and cardless payments) by using
QR-code scanning but only in the mobile app. Figure 3 shows the products they own
classified according to their functionality and if they are integrated with the ATM.
The first column refers to only mobile app QR payments and cashless transactions.
These solutions are widely used because the final clients are more pressed for time and
are seeking convenient channels such as self-service and mobile banking, which fits their
needs very well [16]. However, the client couldn’t get cash with these solutions due to
the lack of integration with ATM. The other two columns refer to cardless withdrawal
solutions that use a passcode or and special tag for authentication. As the interviewed
participants said in the last phase, this passcode is easily lost, and the workflow seems
unfriendly.

Fig. 3. Analysis of the competitor’s cardless solutions.

 Applying a UCD Framework for ATM Interfaces on the Design of QR Withdrawal 9

The team took the time to evaluate the workflow of the solutions that were integrated
with ATM that need a passcode authentication. What they observed was that, despite
the fact that the interaction with the ATM was reduced, the interfaces were unfriendly.
Figure 4 shows the ATM interfaces of the last competitor and Fig. 5 shows the interfaces
of BBVA current solutions.

Fig. 4. ATM interfaces of the last competitor cardless withdrawal solution.

Fig. 5. ATM interfaces of the BBVA cardless withdrawal solution.

10 J. Aguirre et al.

The competitor analysis was not limited to national competitors, the team expand
the scope to foreign solutions and found some interesting solutions that are described in
the following list.

• NCR proposed in 2012 a QR-based withdrawal system which allowed people to

withdraw cash with only an android app. With this solution, they eliminated the need
for a passcode and attested that users would soon be able to perform that kind of
transaction [17]. They were not wrong.
• The Standard Chartered Bank in Hong Kong [18] presented a similar solution for
cardless withdrawal. The promise of this solution was to get cash as fast as possible.
This solution successfully integrates ATM and Mobile Banking app with just four
steps to be done at the ATM.
• BMO Harris Bank reduced the ATM instructions to just two steps. Almost all the
workflow is made in their mobile banking app and the user just need to select the
cardless withdraw option and scan a QR-code store in the ATM. With this, the bank
reduced the withdrawal operation time from 45 s to 15 s [19].

In addition to these cardless withdrawal options, the team found interesting cardless
authentication systems based on NFC, virtual cards and Face Recognition. However,
these solutions are not used for the withdrawal of cash. The workflow of the operation
is still the same as using a physical card.

Persona and Scenario of Use. For this activity, the team defined three users “Persona”
based on the observation conducted in the Analysis of the Context of Use phase. Two
young people and one middle-aged adult. Their profiles were described in the activity,
detailing their daily activities and their motivations to use cardless operations.
These Personas defined were associated with their respective scenarios of use where
the whole activity of performing an “efectivo móvil” or other cardless withdrawal options
was ideated. This exercise helped the team to empathize with the final client and know
the limitations that different profiles could encounter; for example, not basic knowledge
of how to operate mobile banking or QR scanning.

List of User Requirements. With all the information gathered and new knowledge
acquired, the team specified the following user requirements for the ATM interfaces.

• The interfaces should be few enough to reduce time at the ATM.

• The ATM interfaces should not ask for authentication.
• The ATM interfaces must notify the user to previously authenticate themselves using
the mobile banking app.
• The functionality name must coincide with the module presented to the user in the
mobile app for a correct association.
• All the lettering and messages used in the ATM interfaces must be the same in meaning
and style with the mobile module.
• The error messages must be displayed in a friendly way and must be associated with
the error messages presented in the mobile app.
 Applying a UCD Framework for ATM Interfaces on the Design of QR Withdrawal 11

3.3 Design of Prototypes

Brainstorming. Despite the fact Brainstorming was not part of the fast methods selected
for this Case of Study, the team decided to use it because of their lack of experience
with design methods. According to Aguirre et al. [2], the framework allows the team to
select any method that better fits the context of the project, so adding brainstorming is
therefore allowed.
This activity was held with three members of the team who gathered in a meeting
and proposed various ideas to initiate the next activity, Parallel Design. Figure 6 shows
the board after the brainstorming with optimistic and pessimistic ideas.

Fig. 6. Brainstorming held with the team.

Parallel Design. After putting on paper all the ideas, the team divided in three design
groups. Each group made its best to deliver some prototypes design using paper proto-
typing. A meeting was held to show the different proposals and made a consensus about
a definitive prototype that was prototyped in high fidelity after the Parallel Design.

Figure 7, Fig. 8, and Fig. 9 show the three different paper prototypes resultant of this
activity.

Interactive Prototypes. For the ATM workflow, the interfaces were reduced to four
including the main menu, were a button for the new functionality was added. This menu
could be reached without inserting a physical card for authentication. Figure 10 shows
how to access to the cardless options and how to select QR withdrawal, while Fig. 11
shows the actual QR withdrawal process.

Figure 12 shows the message that the ATM displays in case of any error during the
QR withdrawal.
12 J. Aguirre et al.

Fig. 7. Paper prototype 1.

Fig. 8. Paper prototype 2.

Fig. 9. Paper prototype 3.

3.4 Evaluation
The evaluation was held at the ATM laboratory of the BBVA Perú. Seven participants
were recruited for the user testing evaluation. This test consisted in performing a QR
withdrawal simulation using the prototypes of the mobile app in combination with the
ATM prototypes designed in the previous phase.
Applying a UCD Framework for ATM Interfaces on the Design of QR Withdrawal 13

Fig. 10. Accessing the cardless transactions and QR withdrawal.

Fig. 11. Actual QR withdrawal workflow.

Fig. 12. Message showed by the ATM in case of error.

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