Was It Too Obvious?

It looks like there is braille on the sign and the print might still be helpful to those with certain vision problems where audio would be easier, but the sign could still be read with some effort. While I agree with your point, I'm not sure this example is as bad as it appears at first glance.

Hmm... maybe I am "too close" to this as they say in the biz.... or maybe it's something I'd have learned if I was an actual Certified Usability Analyst.... but I'm not sure what the hub-bub is about.

I do know that the ATM software group that I work for is constantly struggling with how to assist a visually impaired customer in using a rather complicated system with only audio assistance. I have never been privy to actually working with any focus groups of visually impaired users (they don't let us nerds talk with the users too often... unfortunately), but what I have learned along the way is the following:

1. The bank was sued numerous times in the past for not offering full audio assistance. So yes, there are ADA regulations that require us to post that sign, and provide an audio experience that allows the visually impaired to perform all the same functions a visual user is offered at an ATM. But that's where the regulations end. Ultimately some sort of usability standards for ADA ATM use would be the best thing to have.... but currently there are no approved guidelines so we just have to wing it based on feedback from users like you.

2. ADA users know how to use ATMS, just like you know how to use an ATM. You know to go up and swipe your card, there are no instructions telling you what to do, you just do it. The ADA user knows that when they go to an ATM, they insert their headphones to start the audio assisted session, or they enter the ADA passcode at the keypad. I'm not sure how they know, but I also don't remember how I know what to do the first time I used an ATM either. Just like for us visual users, I"m sure it's part of their culture that is inherent to them; something they were taught the first time they were shown how to use an ATM. So what you really need to do is think like a visually impaired user... but I'm not sure any of us can really do that (so that's why we rely on users to help us).

3. Many of the users that initially sued us have become our biggest backers. In the beginning phases of developing our ADA solution we spent a lot of time working with our most vocal and disgruntled ADA users, and we are proud to say, that after many years, they now tell us that they recommend our ATMs above all others based on how well we've done in providing a usable audio solution.

4. Testing IS a pain, but we do it. It's looooooooong.... but now I can wiz through most of the flows just like I was in the visual flow. Feel free to give it a whirl yourself if you are curious, just bring along headphones next time you swing by your favorite ATM and a lovely computer voice will walk you through. Just be forewarned, that when you are in the audio session you won't have anything on the screen to help you through.... (for security purposes) so I think you'll appreciate how hard visually impaired people have it... and how difficult it is to try and explain what you may think is simple banking without any visual indicators.

So in conclusion..... without sounding too loserish-corporate-America-brainwashed.... please let me know what you think if you ever get a chance to try the ATM experience with only the audio, as we are always looking for ways to try and improve the user experience for our visually impaired customers. (as well as our visual ones).

I don't know that either. I suspect there is some expectation but it is well outside of my knowledge. It certainly is an interesting problem. I wonder if there are any ATMs that start with audio assistance or if that loses out as an undesireable trait for some environments. (After my search it appears that headphone jacks are used for this anyway.)

I couldn't help a little search on this. There is some interesting stuff out there: http://www.usdoj.gov/crt/508/report/itmanal.htm

Anyway, thanks for the article it was a interesting diversion.

Correct Harmie.... I have no say as to what goes on the ATM facia (the exterior, everything but the monitor)... and I only have little say at best (when they want to listen to my opinions) on how the software running at the ATM should look.

Also keep in mind that not all visually impaired users are fully build,... some are able to see enough to read that sign and hopefully they are injected into the visually impared communitity enough to know what to do next (if they require auido assistance).

No hay duda que no se ha tenido en cuenta al usuario final.