We recruited 30 banking customers (controlled mix of short and tall customers) to use their own vehicles (controlled mix of low and high vehicles) to do simulated ATM drive-ups. Each participant completed both a withdrawal and deposit task on each of the 3 competing ATM prototypes in the context of a drive-up and a walk-up scenario. During each session, the Sentier team simultaneously collected
- CX feedback and usage preferences
- Detailed anthropometric (driver) and environmental measurements (car and ATM alignment) for benchmarking
- And a 14-point reach difficulty assessment on each prototype.
The final readout succeeded in giving all of the stakeholder teams the critical direction and data-driven recommendations needed to reach internal consensus on the appropriate path forward.