On my recent vacation in Egypt I saw this ATM. I needed money, but I still walked around for almost an hour to find a bank that I felt looked reasonably safe and trustworthy.
A bank with an armed guard outside gave me more confidence that I wouldn’t get cheated than with the ATM shown in the picture.
How does this translate into design? First of all, the company producing the ATM has absolutely no understanding of the problems and challenges their client, the bank, has. And the bank has no understanding of their client, the person walking up to an ATM.
Just few days of channel service analysis might have saved all 3 parties (manufacturer, bank and client) from embarrasment, distrust and annoyance.
If a designer had been involved in the process, the manufacturer could have found a better solution for the banks challenges, the clients would still feel confident about the banks services and the bank would make more money.
Who should now feel cheated?
