IMAT 5209 Human Factors in Systems Design: ATM Usability Report

This report presents a comprehensive usability evaluation of an Automatic Teller Machine (ATM) as an interactive system. It begins with an introduction to interactive systems and the importance of Human-Computer Interaction (HCI) principles. The report details various use cases for the ATM, including system start-up, shutdown, user sessions, and different transaction types like withdrawals, deposits, transfers, and balance inquiries. The evaluation methodology encompasses unit testing, integration testing, system testing, usability and performance testing, and security testing. Test scenarios and test cases are outlined to assess the ATM's functionality and performance. The findings of the evaluation are discussed, highlighting failed test cases, identified defects, and recommendations for improvement. The report emphasizes the critical nature of ATM operations and the need for reliable responses and secure information handling. The non-functional requirements such as load testing and stress testing were also considered to evaluate the system's responsiveness and stability in real-user scenarios.

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Usability Evaluation
Automatic Teller Machine (ATM)
5/25/2018

Usability Evaluation
Table of Contents
Introduction...........................................................................................................................................2
Use Cases & Description.......................................................................................................................2
Evaluation Methodology.......................................................................................................................3
Unit Testing.......................................................................................................................................3
Integration Testing.............................................................................................................................3
System Testing..................................................................................................................................4
Usability & Performance Testing......................................................................................................4
Security Testing.................................................................................................................................4
Test Scenarios & Test Cases..............................................................................................................4
Evaluation of the Site............................................................................................................................6
Findings of the Evaluation...................................................................................................................20
Test Cases Failed.............................................................................................................................20
Set of Defects..................................................................................................................................21
Recommendations...........................................................................................................................22
References...........................................................................................................................................23
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Usability Evaluation
Introduction
Interactive systems are defined as the system that has the ability to offer improved
interactions between the system and the human/user. There are Human Computer Interaction
(HCI) principles that are defined and the design of these systems is tested on the basis of the
same. The primary aim of any interactive system is to make sure that the level of user
interaction and the resulting user experience from the system is excellent. There are several
such systems that are used on a daily basis. One of such interactive system is Automatic
Teller Machine (ATM) (Horsky et al., 2010).
ATM is an interactive system or a machine that dispenses the cash and allows the account
holder to perform numerous other banking activities with the aid of an ATM card that is
issued to the account holder. The set of operations that are performed by an ATM are critical
as it is necessary to make sure that reliable response is provided to each of the user action.
The information sets that are stored in an ATM are also critical as the mishandling of the
information may lead to a direct implication on the financial state and activities associated
with a particular account. The report covers the user testing of an ATM and covers the use
cases and their description, evaluation methodology, evaluation, and key findings (Zhang,
Maron and Charles, 2013).
Use Cases & Description
Use Case Use Case Description
System Start-up The operator and the ATM will be the actors involved and the
system will start when operator presses ON button so that the
connection to the bank is established.
System Shutdown The operator and the ATM will be the actors involved and the
system will shut down when operator presses OFF button so that
the connection with the bank ends.
User Session The customer/account holder and ATM will be the actors and the
session will start when the ATM card will be inserted in the slot
and will end when the “End” button is pressed.
Withdrawal
Transaction
The customer/account holder and ATM will be the actors and the
transaction will include the dispensing of the cash from the
machine as per the value entered (Orfanou, Tselios and Katsanos,
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Usability Evaluation
2015).
Deposit Transaction The customer/account holder and ATM will be the actors and the
transaction will include the depositing of the cash to the account.
Transfer Transaction The customer/account holder and ATM will be the actors and the
transaction will include the transfer of money from own account to
another account (Bangor, Kortum and Miller, 2008).
Inquiry Transaction The customer/account holder and ATM will be the actors and the
transaction will include inquiry about the account balance, location
of the bank, account statement, etc.
Invalid PIN The customer/account holder and ATM will be the actors and no
transactions will be allowed in case of entering wrong PIN. Also,
the card will be blocked after three invalid attempts (Lewis and
Sauro, 2009).
Evaluation Methodology
The testing process that will be followed to test the ATM will be a phased approach. The
testing will be carried out in the phases as planning, execution, control, and closure.
Unit Testing
It will be the first level of testing and evaluation that will be performed on the system. There
are various modules and components that are associated with an ATM. It would be essential
to make sure that the individual components work correctly so that the overall machine may
perform as per the expectations. The test data will be used in this case which would be
dummy data and the unit test cases will be executed. The highlighted of the major defects and
deviations will be done in this process (Hooda and Singh Chhillar, 2015).
Integration Testing
Once every unit will be individually tested, then the units/modules will be combined with
each other to perform specific set of tasks. The integrated units will be tested as groups to
make sure that the entire segments behave as per the expectations. There will be different
scenarios that will be involved in this evaluation process and the execution of the activities
will be done on the basis of the scenarios identified. For example, withdrawal transaction will
be one of the scenarios involved which will be used to evaluate all the withdrawal operations
of the ATM.
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Usability Evaluation
System Testing
It is the evaluation methodology which will test the functional aspects of the ATM. In order
to ensure that the system is interactive, it would be essential to validate and verify that the
system as a whole works as per the expectations and requirements. Each of the integrated
units tested in the above process will now be evaluated as a single unit. It would be essential
to be carried out since all the operations are interconnected with each other. For example, if a
user wishes to withdraw cash from an ATM, then the start-up scenarios, user session test
cases, PIN extension along with the withdrawal transaction activities will be involved. The
combination of such different scenarios will be validated and verified in this process so that
the complete system may be evaluated (Flores and Polo, 2010).
Usability & Performance Testing
There are a number of non-functional requirements of the system that need to be evaluated to
understand the interactivity and the responsiveness of the system in different conditions. The
primary goal of this procedure will be to understand the responsiveness of the system along
with the stability of the same in the real-user situations and scenarios. There are various sub-
types that will be used under this method for the purpose of evaluation (Sahar, 2013).
 Load testing is the evaluation processes that will be used to understand the varying
load on the system at the same time. For example, a user may perform too many
operations at one go. The behaviour of the machine in such cases will be evaluated as
part of this testing method.
 Stress testing is the evaluation method in which realistic and unrealistic scenarios will
be tested to understand the peak load that may be applied on the machine.
Security Testing
Security testing is the type of testing in which the security of the system will be tested and
verified. ATM will be involved with extremely sensitive data and information sets related
with the finance and accounts of the users. It would be essential to ensure that the security of
the information is guaranteed and applicable security protocols are used.
Test Scenarios & Test Cases
Test Scenario Test Cases
System Start-up System is switched on when the operator presses “ON” button
System Start-up Ability of the system to accept initial cash amount entered
System Start-up Ability of the system to establish connection with the bank
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Usability Evaluation
System Shutdown System is switched off when the operator presses “OFF” button
System Shutdown Ability of the system to end the connection with the bank at the time of
shutdown
User Session Ability of the system to read and detect account holder’s card
User Session Ability of the system to not accept damaged or incorrect card
User Session Ability of the system to accept valid PIN
User Session Ability of the system to show transaction options
User Session Ability of the system to allow the user to perform more than one transaction in
one session
User Session Ability of the system to end the session in case of timeout or user’s action
Withdrawal Transaction Ability of the system to display account options for withdrawal
Withdrawal Transaction Ability of the system to display the acceptable denominations
Withdrawal Transaction Ability of the system to provide the cash on the basis of amount entered by the
account holder
Withdrawal Transaction Ability of the system to verify the cash availability in the account before
withdrawal
Withdrawal Transaction Ability of the system to verify the cash availability in the machine before
withdrawal
Withdrawal Transaction Ability to the user to cancel the transaction before confirming the amount
Deposit Transaction Ability to allow the user to select the account in which cash is to be deposited
Deposit Transaction Ability to accept the deposit amount entered by the user
Deposit Transaction Ability of the system to allow the user to insert the cash in the machine from
the slot
Deposit Transaction Ability to the user to receive a deposit acknowledgement
Deposit Transaction Ability to cancel the transaction before inserting the cash in the machine
Transfer Transaction Ability to choose the account to transfer the money from (Narteh, 2013)
Transfer Transaction Ability to choose the account to transfer the money to
Transfer Transaction Ability to the user to enter the amount to be transferred
Transfer Transaction Ability to check the availability of the amount entered in the account balance
and perform the transaction in case of success
Transfer Transaction Ability to cancel the transaction before confirming the transaction
Inquiry Transaction Ability to enter the card & valid PIN and inquire about the balance in the
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Usability Evaluation
account
Inquiry Transaction Ability to enter the card & valid PIN and inquire about the account statement
Inquiry Transaction Ability to inquire about the location of the banks and ATMs
Invalid PIN Extension Ability to verify the PIN entered by the user
Invalid PIN Extension Ability to provide a message to the user in case of incorrect PIN entry
Invalid PIN Extension Ability to allow the user to re-enter the PIN in case of an invalid attempt prior
to it
Invalid PIN Extension Ability to block the card for 24 hours after three continuous invalid entries of
the PIN
Invalid PIN Extension Ability to abort the transaction after three unsuccessful attempts
Non-functional Cases Ability of the machine to perform the transactions with minimal response time
Non-functional Cases Ability of the system to remain available for all the operations when it is not in
the shutdown state
Non-functional Cases Ability to make sure that the language and display settings may be customized
by the user
Non-functional Cases Ability to ensure that the information and data sets are secure in the machine
Non-functional Cases Ability to update the account details on a real-time basis
Non-functional Cases Ability to read the information on the system screen
Non-functional Cases Ability to retrieve information after power failure
Non-functional Cases Ability to perform operations at faster speed
Non-functional Cases Ability to perform operations at slower speed
Non-functional Cases Ability to ensure that navigation is smooth on the system
Non-functional Cases Ability to ensure that the layout is self-explanatory
Evaluation of the Site
Test Scenario Test
Case
ID
Test Case Steps to Reproduce Expected
Outcome
Actual Outcome Test Case
Status
System Start-
up
1 System is
switched on
when the
operator presses
“ON” button
1. Press ON
Button
System shall
switch on
System is
switched on
Pass
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Usability Evaluation
System Start-
up
2 Ability of the
system to accept
initial cash
amount entered
1. Press ON
Button
2. Enter cash
amount
System shall
accept the cash
amount entered
System accepts
the cash amount
entered
Pass
System Start-
up
3 Ability of the
system to
establish
connection with
the bank
1. Press ON
Button
2. Establish
connection
with the bank
ATM shall
establish
connection from
the bank
ATM establishes
connection from
the bank
Pass
System
Shutdown
4 System is
switched off
when the
operator presses
“OFF” button
1. Press OFF
button
System shall shut
down
System shuts
down
Pass
System
Shutdown
5 Ability of the
system to end
the connection
with the bank at
the time of
shutdown
1. Press OFF
button
ATM shall
disconnect
connection with
the banks
ATM
disconnects
connection with
the bank
Pass
User Session 6 Ability of the
system to read
and detect
account holder’s
card
1. Enter the
ATM card
System shall show
the banking
options
System shows
banking option
Pass
User Session 7 Ability of the
system to not
accept damaged
or incorrect card
1. Enter the
ATM card
System shall
return the card
with a message
saying invalid
card
System returns
the card with a
message saying
invalid card
Pass
User Session 8 Ability of the
system to accept
valid PIN
1. Enter the
ATM card
2. Enter a valid
Banking options
shall be displayed
Banking options
are displayed
Pass
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Usability Evaluation
PIN
User Session 9 Ability of the
system to show
transaction
options
1. Enter the
ATM card
2. Enter a valid
PIN
Banking options
shall be displayed
Banking options
are displayed
Pass
User Session 10 Ability of the
system to allow
the user to
perform more
than one
transaction in
one session
1. Enter the
ATM card
2. Enter a valid
PIN
3. Perform a
transaction
4. Perform
another
transaction
User shall be able
to perform
multiple
transactions
User can
perform multiple
transactions
Pass
User Session 11 Ability of the
system to end
the session in
case of timeout
or user’s action
1. Enter the
ATM card
2. Enter a valid
PIN
3. Wait for
timeout
System shall ask
to user to re-enter
the PIN
System asks the
user to re-enter
the PIN
Pass
Withdrawal
Transaction
12 Ability of the
system to
display account
options for
withdrawal
1. Enter the
ATM card
2. Enter a valid
PIN
3. Select Cash
Withdrawal
Account options
for withdrawal
shall be displayed
Account options
for withdrawal
are displayed
Pass
Withdrawal
Transaction
13 Ability of the
system to
display the
acceptable
denominations
1. Enter the
ATM card
2. Enter a valid
PIN
3. Select Cash
Withdrawal
4. Select
Acceptable
denominations
shall be displayed
Acceptable
denominations
are displayed
Pass
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Usability Evaluation
Account
Option
Withdrawal
Transaction
14 Ability of the
system to
provide the cash
on the basis of
amount entered
by the account
holder
1. Enter the
ATM card
2. Enter a valid
PIN
3. Select Cash
Withdrawal
4. Select
Account
Option
5. Select
Denominatio
ns
6. Enter the
amount
The system shall
dispense the cash
as per the amount
entered
The system
dispenses the
cash as per the
amount entered
Pass
Withdrawal
Transaction
15 Ability of the
system to verify
the cash
availability in
the account
before
withdrawal
1. Enter the
ATM card
2. Enter a valid
PIN
3. Select Cash
Withdrawal
4. Select
Account
Option
5. Select
Denominatio
ns
6. Enter the
amount
Cash shall be
dispenses only
when sufficient
balance is
available in the
account
Cash is
dispensed only
when sufficient
balance is
available in the
account
Pass
Withdrawal 16 Ability of the 1. Enter the Cash shall be Cash is Pass
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Usability Evaluation
Transaction system to verify
the cash
availability in
the machine
before
withdrawal
ATM card
2. Enter a valid
PIN
3. Select Cash
Withdrawal
4. Select
Account
Option
5. Select
Denominatio
ns
6. Enter the
amount
dispenses only
when sufficient
balance is
available in the
machine
dispensed only
when sufficient
balance is
available in the
machine
Withdrawal
Transaction
17 Ability to the
user to cancel
the transaction
before
confirming the
amount
1. Enter the
ATM card
2. Enter a valid
PIN
3. Select Cash
Withdrawal
4. Select
Account
Option
5. Select
Denominatio
ns
6. Cancel
transaction
List of banking
options shall be
displayed
List of banking
options is
displayed
Pass
Deposit
Transaction
18 Ability to allow
the user to select
the account in
which cash is to
be deposited
1. Enter the
ATM card
2. Enter a valid
PIN
3. Select
Option to enter
the amount shall
be displayed
Option to enter
the amount is
displayed
Pass
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Usability Evaluation
Deposit Cash
4. Select the
Account
Deposit
Transaction
19 Ability to accept
the deposit
amount entered
by the user
1. Enter the
ATM card
2. Enter a valid
PIN
3. Select
Deposit Cash
4. Select the
Account
5. Enter the
amount
User shall be
asked to deposit
the cash
User is asked to
deposit the cash
Pass
Deposit
Transaction
20 Ability of the
system to allow
the user to insert
the cash in the
machine from
the slot
1. Enter the
ATM card
2. Enter a valid
PIN
3. Select
Deposit Cash
4. Select the
Account
5. Enter the
amount
6. Insert cash in
the slot
Verification of the
amount entered
and cash
deposited shall be
made and user
must be provided
with a success
message in case of
positive results
Verification of
the amount
entered and cash
deposited is
made and user is
provided with a
success message
in case of
positive results
Pass
Deposit
Transaction
21 Ability to the
user to receive a
deposit
acknowledgeme
nt
1. Enter the
ATM card
2. Enter a valid
PIN
3. Select
Deposit Cash
4. Select the
Acknowledgemen
t message shall be
displayed on the
screen
Acknowledgeme
nt message is
displayed on the
screen
Pass
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