Research into how customers used cashpoints revealed a demand for more personalised ATM services, providing ATM supplier NCR with new business opportunities.

Impacts

  • The KTP has identified potential for sales growth through extended ATM services
  • The project has increased the company's understanding of ATM usage worldwide
  • As part of the KTP, an evaluation of a prototype ATM with personalised and extended services was carried out, extending understanding of potential new ATM services.

"NCR is universally recognised as the global leader in self-service, grounded in continuous technology innovation and our commitment to understanding our customers' and consumers' needs. This successful KTP enabled NCR to drive further our consumer understanding." (Graham Johnson, Director, Advanced Technology & Research, NCR Financial Solutions Group Ltd)

About the research

NCR Corporation is a global technology company and has been the leading supplier of ATMs (Automatic Teller Machines) for over 21 years. NCR's Dundee location is the global centre for research and development associated with the financial solutions industry.

The company wanted to grow its market share and improve profitability by helping banks to deliver differentiated services through its ATMs. The Knowledge Transfer Partnership (KTP), with the School of Computing at Edinburgh Napier University, was initiated to help NCR to prototype and evaluate new interactions between bank customers and ATMs, with a focus on services that tailor transactions for individual users.

The KTP included the largest detailed, online, transnational survey of consumer opinions around current and future ATM services. Responses revealed that consumers only wanted additional services that offered a clear benefit or delivered additional security. The data also provided a valuable insight into cultural and market differences across the world.

A prototype ATM was built to test consumer reactions, incorporating new personalised services. Results from the trial at Edinburgh Napier University backed up the survey findings - indicating that consumers accepted the use of personal information and were happy to use additional services, such as accessing news headlines or budgeting advice at a self-service kiosk.