Technology of Auto Teller Machine Interface: Accessibility for Bank Customer with Visual Impairments

Abstract

Abstract Auto Teller Machine (ATM) is one of the banking facilities that attract customers with visually impaired to take advantage of banking services. However, there are still some obstacles faced to utilize technology related to ATM, this is because the technology owned by a number of ATMs is not in accordance with the conditions of customers with visual impairments. Therefore, this study aims to determine the ability of customers with visual impairments in operating ATM machines and determine the difficulties experienced when operating them. This research uses a quantitative descriptive research method by using the main research instrument in the form of a questionnaire and supporting data obtained through focus group discussions conducted with a number of respondents selected purposively. The results show that there are several difficulties faced by customers with visual impairments when using ATM facilities provided by banks. These difficulties include difficulty accessing ATM locations, queuing to use ATMs, inserting cards and taking cash out of ATM machines, taking proof of transaction slips, and difficulties when experiencing errors when using ATM machines that are not equipped with security personnel, so they have difficulty reporting the obstacles they face. While the most common difficulties experienced by customers with visually impairments when dealing with ATM machines are accessing information contained on the ATM screen, entering the pin number on the ATM machine that is not equipped with a button that can help customers with visually impaired, following the instructions for use listed on the ATM screen, as well as typing on the ATM screen type touch screen.