2011 Volume 61 Issue 6 Pages 337-346
In Japan, in view of the aging society, there is a strong need for the development of IT equipment that is elderly-friendly. Above all, this applies to public IT equipment for financial institutions, such as ATMs, which are essential for banking business since they are vital to a new type of customer service, namely unattended branch offices. In this study, a new ATM with an interface suited to elderly users was designed using proposed design principles based on the cognitive behavioral characteristics of elderly people. The effectiveness of the new ATM design and the design principles was examined by comparing it with a conventional ATM. Experimental results show a lower number of operational troubles and errors, and shorter operation time compared to the conventional ATM. Therefore, the effectiveness of the proposed principles was confirmed. Furthermore, a model for procedures to design interactive equipment aimed at elderly users was suggested.
