Automated Banking Welcome Terminal with Resource Routing
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Solution Overview
Problem
Banking customers face inefficiencies and errors in conducting transactions due to overcrowding, resource unavailability, and data entry mistakes in traditional banking systems, leading to long wait times and negative experiences.
Innovation Solution
An automated banking apparatus using welcome terminals connected to branch bank computers to guide customers to available resources, track their movements, and pre-process transactions, reducing errors and optimizing resource utilization by prompting customers for data and directing them to the most efficient transaction locations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customers approach tellers or banking resources directly when entering the bank, then they can immediately start their transactions, but banking resources become overburdened and customers experience long wait times
Solution Approach 1:
The welcome terminal allows customers to pre-select and initiate transactions before reaching the banking resource. The system performs preliminary actions by capturing customer input, determining transaction types, and preparing transaction data in advance, so that when customers arrive at the resource, the actual processing can begin immediately without waiting for data entry or selection.
2Ease of operation
If customers guess which banking resource to approach first, then they can start transactions without guidance, but they may choose resources with long waits and spend more time completing transactions
Solution Approach 1:
The welcome terminal provides real-time feedback to customers about the status and availability of different banking resources. The system displays information about which resources are currently busy or available, enabling customers to make informed decisions about where to proceed. This feedback mechanism guides customers toward resources with shorter wait times while maintaining their autonomy in making the final selection.
3Extent of automation
If bank officers manually collect customer information and enter data into computer systems, then they can provide personalized service, but errors occur during data entry and customers spend excessive time in the process
Solution Approach 1:
The welcome terminal enables customers to self-enter their own transaction data and information directly into the system. By allowing customers to input their own data rather than having bank officers manually collect and transcribe it, the system eliminates human error associated with manual data entry while maintaining accuracy. The customer's direct input ensures the data is captured correctly at the source.
4Extent of automation
If bank officers greet customers in waiting areas, then they can provide personalized attention, but officers do not know what customers look like and must call names, causing customers to leave or miss their turn
Solution Approach 1:
The system replaces the manual mechanical process of officers calling names and customers responding with an automated tracking system. The welcome terminal captures customer information and the system automatically tracks which customers are ready for service and directs them to appropriate resources. This substitution of manual communication with automated tracking ensures customers are reliably directed to officers without having to actively respond to calls or risk being missed.
Data Source
AI summary
An automated banking machine allows an authorized user to carry out transactions such as withdrawing cash, making a deposit, cashing a check, and transferring funds between accounts. The machine provides a transaction selection screen through a touch screen display. The transaction selection screen includes a plurality of visually different icons. Each icon represents a different transaction that is available to the current machine user. The user can select a particular transaction by dragging its representative icon with a contacting finger. Upon selection of the particular transaction, a display screen unique to that particular transaction is then provided through the touch screen display.