The Interplay between Usability, Sustainability and Green Aspects: A Design Case Study from a Developing Country Shola Oyedeji Mikhail O. Adisa LUT School of Engineering (LENS) IT Service Management Consultant Lappeenranta University of Technology Abuja, Nigeria Lappeenranta, Finland olamikhx@gmail.com shola.oyedeji@lut.fi Mariam Abdulkareem Bilal Naqvi LUT School of Energy Systems (LES) LUT School of Engineering (LENS) Lappeenranta University of Technology Lappeenranta University of Technology Lappeenranta, Finland Lappeenranta, Finland mariam.abdulkareem@lut.fi syed.naqvi@lut.fi Birgit Penzenstadler Department of Computer Engineering and Computer Science, California State University Long Beach Ahmed Seffah Long Beach, USA Green UX Design Thinking Associates LUT School of Engineering (LENS) Paris, France Lappeenranta University of Technology ahmed.seffah@green-design.com Lappeenranta, Finland birgit.penzenstadler@csulb.edu Abstract— Sustainability and Green ICT are concepts that are usually not engineered into the design and development of ICT I. INTRODUCTION systems especially in the developing countries. This paper focuses Nigeria, a country with a dense population of over 190 mil- on an interactive system, the Automated Teller Machine (ATM) lion people [1] [2], has 53% of her populace with active bank in Nigeria. Current research concerning ATMs does not consider sustainability and green requirements in the design loop such as accounts who make use of the Automated Teller Machine how green awareness in design can help support, for example, the (ATM) [3]. According to the World Factbook (2018), the de- reduction of energy consumption and paper wastage while reduc- mographic distribution of Nigerians aged between 55-64 years ing the environmental impact resulting from human computer is 3.97% and those aged 65 years and above is 3.13% repre- interaction. This paper considers the specific case of senior citi- senting a total of 7.1%, while the population within the age zens accompanied with the general problems of adoption, and bracket of 15-54 years is 50.35% of the current total population mastering of the ATM technology, while highlighting the inter- of over 190 million [2][4]. Based on these facts, it can be con- play between usability, green aspects and sustainability of inter- strued that the country represents a wide number of ATM users active services. The case study was carried out over a period of demographically. two months, using observations, interviews and time experiments to support the findings. Key findings include: (1) poor ATM de- ATMs were introduced originally to allow financial institu- sign affects usability and sustainability due to paper wastage as tions to render transactional services to their clients without the consequence of redundant menu, (2) energy wastage is the directly interacting with bank representatives or tellers [5]. Be- consequence of multiple iterations during withdrawals, visibility sides, banks in Nigeria have adopted the use of ATMs and of the status of systems, menu labels, and inconsistency and, (3) strongly encourage their clients to use ATMs for ease of trans- poor feedback, learnability and memorability, efficiency as well actions because Nigeria has yet to become a fully cashless as aesthetics and user satisfaction resulted in a quest for a better society [6]. There is an on-going campaign to ease financial ATM design in Nigeria. transactions through a ‘cashless policy’ and the ATM is ex- Index Terms— Sustainability, Green awareness, Automated pected to play a major role in that by encouraging more usage Teller Machine, ICT, Usability, User experience, Interactive system and decongesting the banking halls. ATMs deployed in Nigeria provide cross-bank and cross-account services as well as per- sonal services. They are aimed at improving service delivery and diversifying financial services including but not limited to these issues have been quite challenging due to inadequate in- cash deposits, withdrawals, funds transfer, bill payments and frastructure [9] [10] such as paper recycling facilities and effi- mobile airtime top-up [7]. Veritably, ATMs are prone to many cient waste management facilities. usability problems such as interface design, unusual fonts and As a result, these paper wastes end up incinerated thereby navigation menus, which may generate paper waste resulting causing air pollution, which, given that this usually happens in from incessant receipt printing. Day to day practices revealed the form of mixed trash incineration, poses a serious health that large heaps of paper wastes are generated from the ATMs hazard to the local population. In addition to inadequate infra- by users’ transactions. Besides, it was observed that many of structure, there is a lack of social and environmental awareness these receipts fill up trashcans and the litter is strewn all over among the citizens and general users of the ATMs. As a result, the base of the ATMs. a social and environmental awareness program is required on Most banks in Nigeria have a policy of limiting withdrawal the need to reduce waste (energy and paper waste) for both the amount per transaction on their ATMs. In addition, more than customers and the banking institutions. This includes recogniz- three transactions at the ATM of a different bank attract charg- ing the need for social and environmental sustainability which es of N65.00 ($0.17). As a result, many of the ATMs across the brings the country closer to achieving the United Nations sus- country are set to a maximum withdrawal of N10,000 ($28) per tainable development goals (SDGs) [11]. The following re- transaction, which leads to more money for the banks (through search questions addressed in this paper were formulated con- charges) especially from Fridays to Sundays. Thereby, forcing sidering the aforementioned issues of ATM: customers to spend more time at the ATMs. For instance, a  What are the usability concerns that senior citizens customer withdrawing N100,000 (One hundred thousand naira) face when using an ATM? will have to make the transaction 10 times instead of twice or  How can green requirements and sustainability as- thrice at a maximum. Thus, having to pay withdrawal charges pects be incorporated into ATM services design? after the third withdrawal. This type of design is flawed and  What are the relationships between the factors affect- viewed by the customers as unfriendly and time-wasting espe- ing usability, green requirements and sustainability cially to the senior citizens considering the long queues at most aspects of an interactive system such as an ATM? of the ATMs due to the increased amount of time spent to per-  What are the factors responsible for long queues at form a large withdrawal. This practice is gradually affecting the most ATMs in Nigeria? so-called ‘cashless policy’ as evident in declining usage by the  Can ATMs serve as a means of sustainability and customers. This shows the lack of (social) sustainability con- Green awareness? sideration – where social sustainability can encourage positive  What are the sustainability issues of current ATM de- contributions towards a user community’s well-being and satis- sign in Nigeria? faction [8]. Figure 1 summarizes the causes and issues of poor The next section provides background information. Section ATM design in Nigeria. III presents current problems of ATM design in Nigeria. Sec- tion IV describes the research design. Section V presents the results. Section VI provides a summary of findings. Section VII explains the design analysis. Section VIII covers discussion and Section IX concludes the paper. II. BACKGROUND The development of an interactive system such as the ATM should be user-centered. Some of the works from the HCI community on social sustainability (usability and loneliness) [12] are examples of how important user centeredness is in the design of ICT systems looking at the case of ATMs. Integrating social sustainability requirements into design can help improve user experience during interaction with any software interface which has a potential to induce sustainable behavior. Lack of a proper guide for designers on how sustainability can be trans- lated into interface design for the system has hindered the abil- Fig 1. Fishbone Diagram of ATM Design and Usability Issues in Nigeria ity to have sustainability considered during systems design. Kem-Laurin [13] identified this challenge and proposed the Apart from the flaws in the interactive ATM design indicat- use of a Sustainability User Experience Framework to assist ed from Figure 1, which may result in social problems, the software designers. amount of paper generated from incessant receipt printing gives HCI plays a major role in creating green user awareness rise to environmental problems. The lack of proper initiatives through eco-feedback which is based on the work of Froehlich to tackle the problem of paper waste generated from ATMs and et al. [14] as a way of showing users their positive and negative other sectors of the economy with paper waste in Nigeria has habits, which in this context refers to printing receipts during led to increased environmental issues in the country. Solving the use of ATMs. Another role of HCI is to also provide a solu- tion to the problem of obsolescence by considering interactions systems are designed, developed and applied badly without between the device and its owner, the user experience and how sustainability consideration, it will have adverse effect such as these two factors can affect the length of ownership for that abnormal increase in energy usage, accelerate climate change, device, its usage and finally disposal [15]. This will provide worsen inequality for those who do not have access and in- insightful solutions on the design of end user devices. Howev- crease pollution and resource use. The Global impact of ICT on er, there is less research in the field of sustainable HCI on the CO2 emissions is 2% and accountable for approximately 8% of application of sustainability by using a design framework into the European Union’s (EU) electricity consumption [27]. different design practices [16]. Spagnolli et al.’s [17] work on The pathway to a sustainable society is unclear since sus- application of eco-feedback has shown a positive result for tainability means different things to different people [28]. Peo- changing user behaviour towards sustainability. However, the ple’s different lifestyles, values and practices also affect how major challenge for eco-feedback is the pattern and manner in sustainability is treated [29]. However, with proper design in- which information is presented to the users. If the presentation spired by sustainability and green requirements, ICT can re- from eco-feedback is not well structured, it can hinder the abil- duce the impact of other sectors by up to 16% [30]. Further- ity to promote green awareness based on user interaction [18]. more, one of the major problems for software designers is that Information from eco-feedback must be designed and tailored even with a systems approach, there are few existing tools that to educate and encourage users to change their habits and be- wrap core principles of sustainability together[31]. Also, there come greener. An example of such an eco-feedback can be are only few studies and suggestions about ‘what’ aspects of seen from Quintal et al. [19] who provide user engagement sustainability to measure and ‘how’ to do it with regards to ICT through art inspired tangible eco-feedback that engages users [32] that can be applied to the case of ATM. emotionally. Adoption of green requirements for the design and devel- Sustainability is not yet the core of HCI as a design disci- opment of ATMs has the potential to educate users during sys- pline according to Fallman [20]. However, there are strong tem interaction. Oyedeji et al. [33] propose to incorporate sus- supporters of sustainability in the HCI field, as seen in the work tainability and green requirements into the requirements gather- of Eli Blevis [21] where it was indicated that sustainability ing process using the sustainable business goal metric approach should be the core of HCI with the methods and reasoning be- (S-BGQM). Such requirements can lead to the addition of hind the design and development of interactive systems. This green and sustainable criteria in the evaluation of user inter- challenge has hindered the ability for designers of the interac- face. The work of Jeffries et al. [34], Stary et al. [35] and Wen- tive system to evaluate the consequential positive and negative ham et al. [36] for user interface evaluation shows sustainabil- effects of different choices which can either improve users’ ity or green requirements are not included as a criterion used in green awareness or increase their negative habit as indicated by any of the techniques for user interface (UI) evaluation. Park et Nicolas Makelberge [22]. A practical example is that the cur- al. [37] also proposed the use of the structured methodology for rent ATM design in Nigeria, based on observation and interac- the evaluation of UI designs through usability criteria and tions with bank staff, shows that a single ATM generates up to measure with a process consisting of two phases: prescreening five big rolls of receipts on a weekly average. However, most phase (expert judgment-based approach) and the evaluation of these receipts end up in the trashcan. This is in addition to phase (user-based approach). The proposed model has no crite- the papers automatically printed as a ledger for the ATM cus- ria or measures though relating to sustainability and greenness. todians (Bank) for every transaction performed on the machine. Kem-Laurin’s book “User Experience in the Age of Sus- According to Bonanni et al. [23], sustainable HCI has a tainability” [13] highlights some of the design issues in the huge potential to facilitate and support the design and devel- modern-day design of user experience with consideration of opment of new interface design that can increase sustainability sustainability. Kem-Laurin proposed the use of a sustainability awareness among users. This awareness can motivate positive user experience framework as a way to guide designers during environmental impact through green awareness because user design and development of systems with a set of questions. The interactions with these new interfaces can lead to new habits framework contains a product life cycle, user-centered data, due to informed decisions on how a user’s action can affect the and list of methodologies that can be applied during design. environment. The challenge of creating green awareness by incorporating III. CHALLENGES OF CURRENT ATM DESIGN IN NIGERIA sustainability into the design of interactive systems such as Information available from the Nigerian Inter-Bank Settle- ATMs is one of the root problems for designing better ICT ments System reveals that, as of June 2017, the total number of systems with sustainability and green requirements. Design ATMs deployed in the Country stood at 17,712 (a figure ex- based solutions can help improve ICT energy efficiency, pro- pected to have further risen to about 18,000 currently). Total mote a low carbon economy and reduce the carbon footprint of Transaction volume from January to June 2017 was 336.77 ICT systems [24]. However, the challenge of integrating sus- Million and total transaction value (in Naira) from January to tainability into ICT is because of the pervasive nature of cur- June 2017 was 3.05 Trillion [38], [39]. rent ICT systems and its advancement in power, performance Previous researches have shown that ATMs in the banking and affordability. This can be improved through proper analy- industry have contributed immensely to customer satisfaction sis of the first, second and third order effects of ICT systems through reliability and accessibility of services, privacy, con- design [25]. Based on the research Madden et al. [26], if ICT venience, user-friendly services, which have improved satisfac- tion significantly as noted by Al-Hawari and Ward, Mwaikali supplementary information about each participant’s personal [40], [41]. However, recent findings revealed that the current characteristics and environment. It is important to state that design of ATMs in Nigeria is flawed with many usability prob- sustainability dimensions are considered from the following lems, as a result, making it very frustrating and disappointing to perspectives in the study design: use [42]. A formerly attractive solution is fast becoming unac-  Economic: This is about maintaining a cost-effective ceptable and does not reflect the progress expected in the de- design solution for ATM design while reducing cost. sign of such an interactive system. Thus, requiring an urgent  Social: Covers the sustainability in terms of relational need for improvement. Notable among these are poor network ties and trust among a community of users of ATMs. quality, card locking [41], reflective display screen, redundant  Individual: Refers to the ability of each user to com- menus, inadequate profiling of card linked to account, small plete their task successfully with ease regardless of withdrawal limit, inadequate feedback, repeated receipts print- their age (old or young). ed for each transaction, machine breakdown, ATMs running  Environment: Focus on how to reduce paper waste, out of cash, insufficient number of ATMs in the metropolis, encourage recycling and create awareness among us- and delay in the dispensation of cash [42]. ers for climate issues that can generate enough con- In addition to the aforementioned problems, specific issues sciousness in users on how their actions and inactions faced by adults aged 55 – 64; and senior citizens aged 65+ are affect natural resources through paper receipt wastage, another major grey area. Akinnuwesi et al. [43] stress that the pollution, and energy consumptions. addition of multi-lingual and multi-denomination features to  Technical: Develop sound and easy to use solutions the current ATM design is capable of enhancing the functional- for ATM design which can be deployed easily and ities and robustness of the machine. Thus, providing services to maintained as requirements evolve. users with less stress. Apart from elders, some users of ATM in Table 1 defines the roles and responsibility of each author Nigeria are also rural dwellers (who understand their local lan- in the study. The authors initials are used in Table 1 in the guage only – majorly Hausa, Igbo and Yoruba), having a ma- following order: Shola Oyedeji (SO), Mikhail O. Adisa chine that speaks their language will raise acceptability and (MA), Bilal Naqvi (BN), Mariam Abdulkareem (MA), users’ satisfaction among such a minority group. The lack of Birgit Penzenstadler (BP) and Ahmed Seffah (AS). localization in the usability of ATMs in the cities and especial- ly in rural towns usually leads to an increase in printed receipts TABLE I. ROLES AND RESPONSIBILITY for each transaction by users which ends up as litter. Description SO MA BN MA BP AS IV. RESEARCH DESIGN Identify primary research * * Define hypothesis * * The research was conducted using observation methods and Design interview questions * * * * interviews. It was conducted in Abuja, the Federal Capital Ter- Background study * * * * ritory (FCT), with a population of 2.44 million [4]. The major Review interview questions * reason for choosing FCT as the sample population is because Study evaluation * * of its strategic importance, and it has at least a branch of all the First internal validation * banks in Nigeria and therefore provides the opportunity to cov- er as many banks as possible. ATM usage habits were observed Second Internal validation * across the FCT over a period of two months, focusing on all Write paper * * * * * categories of ATM users. The exercise covered all banks across Review paper * * the metropolis. Participants were selected by actually visiting random ATM points within the city, and after a brief introduc- V. RESULTS tion, some declined to be interviewed while others were excited The results of the study are categorized into demography, that they have the opportunity to discuss challenges faced with Frequency of ATM usage, Ease of Use, Sustainability and the current design and also take part in the questionnaire. There Green consideration. were 500 participants. A. Demography: Age range was from 15-24, 25-34, Observation method [44] was first used in data collection 35-44, 45-54, 55 and above. Out of the 500 partic- from different ATM points within Abuja. This is to eliminate ipants, senior citizens aged 55 and above covers any bias in order to find truly the cause of usability and sus- slightly above half, while the rest is somewhat tainability problems of ATMs. Participant and non-participant evenly distributed among aged 15 – 54 respective- observation was applied during the data collection to increase ly. At the same time, the highest responses came the participant sample size. from the female participants at 59.3%. In addition, Since the information from the observation is not able to a little above half of the participants had up to de- provide insights such as participants’ background details, opin- gree level of education and one-fourth had a post- ions, what features to improve and personal preferences in us- graduate degree. Overall, one-third of the partici- ing the ATMs, a second method of short personal interviews pants earned over N200,000 (approx. $550) and [45] was conducted to understand the personal usability and approximately one-fifth earned less than $140, re- sustainability problems of each user. This also provides some spectively. B. Frequency of usage: Two-third of the participants had two or more ATM cards linked to their ac- counts, with approximately half of them claiming to have used their cards in the last one week. While one quarter claimed to have used theirs about three or more weeks ago. C. Ease of use: 15.56% of the participants claimed that it took them less than 2 minutes to complete a N40,000 ($100) transaction, while 36.5% claimed Fig. 4. Frequency of queue at ATM to have achieved the same within 4 minutes, 19.2% took 6 minutes. However, 28.7% were able to achieve theirs in more than 6 minutes (Figure 2). This can be attributed to the limitation on the maximum amount of cash that can be withdrawn per each transaction from ATM. Fig. 5. Percentage of user satisfaction with current ATM design and usability Over 60% of users are dissatisfied with current ATM de- sign and usability and less than 20% are satisfied (Figure 5). Some of the issues for this level of dissatisfaction can be linked to withdrawal limit of 10,000 per transaction from most banks, Fig. 2. The amount of time required to complete withdrawal transaction of long queues, security feature of re-entering ATM pin after each 40,000 naira ($100) transaction. And over 50% of the users required one level of assistance to complete their transaction (Figure 6) mainly be- cause of screen resolution and language. Additionally, more than 80% preferred to have a multi-lingual interface to ease their transactions (Figure 7). Fig. 3. Percentage of 40,000 naira ($100) withdrawal at once In the same vein, 62% of the participants claimed to have never been able to withdrawal N40,000 ($100) at once before Fig. 6. Percentage of users that required assistance for ATM Transaction and only 8% claimed to have being able to do same before (Figure 3). The ability to withdrawal N40,000 ($100) appealed to more than 70% of participants, while 17% of them opted for N20,000 and just 10% agreed with the status quo of N10,000 single withdrawals. This shows the problem of the ATM policy from most banks that reduce maximum cash withdrawal to 10,000 naira per transaction. It explains one of the major rea- sons for why most people spend more time in queue at most ATMs as seen in responses from Figure 4. Fig. 7. Users response to Multi-lingual feature in ATM D. Sustainability and Green Consideration: More VI. SUMMARY OF ATM USABILITY, GREEN AND than half of the participants (61.5%) were used to SUSTAINABILITY DESIGN ISSUES IN NIGERIA frequently printing receipts after their ATM trans- Our findings reveal that many of the problems encountered actions (Figure 8) and are unaware of the negative by users of ATMs in Nigeria can be eliminated if the users’ impact of such on the environment (Figure 9). expectation meets the design goal with consideration of envi- ronmental, social and individual sustainability. As different technologies are invented to better the life of users, usability and users’ engagement studies should be periodically carried out to understand their challenges and how best to reduce am- biguity without having a negative impact on the environment. The study outcome revealed that most ATM interfaces in the country are not user-friendly. The fonts are either too tiny or the interface screen used by some banks is reflective and not friendly to the eyes (in this case, the customers have to adjust and squint their eyes to see properly). No consideration of so- cial and individual sustainability. Customers have to select Fig. 8. Percentage for printing receipt after each transaction account type out of three options (Savings, Current and Credit) even when the card is linked to only one account number. Lack of feedback about the unavailability of cash to dispense, as customers had to insert and perform all the withdrawal steps before getting to know that the ATM cannot dispense cash (Time wastage). Most of these banks usually limit withdrawals to a maximum of N10,000 per withdrawal as discussed in the introduction and, thus, consuming more electrical and mechan- ical energy to dispense larger sums (energy waste). Another major observation is the amount of paper generat- Fig. 9. Level of users’ awareness about impact of printed receipts on environ- ed as receipts, as most users often drop the said receipt right at ment the base of the ATMs. A typical ATM in the capital territory In addition, more than half of the participants suggested that generated up to five rolls of receipt paper per week, most of the banks should burn the receipts left in the trash can by the which ended up as waste. Expanding this sample to another customers, while 10% are for recycling and 30% are for send- part of the country will reveal heavy loads of paper wastage. ing the said receipts to a trash collector for proper disposal This shows lack of concern for environmental sustainability. (Figure 10). Almost half of the participants also claimed to Table 2 summarizes all the design issues faced by different user understand the meaning of sustainability, while 48.9% claimed groups along with the affected dimensions of sustainability. they don't know the meaning, and less than 10% preferred not to respond to the question (Figure 11). Overall, 97% are aware TABLE II. DESIGN ISSUES IN CURRENT ATM IN NIGERIA of climate change according to the responses. No Design Issues Target Users Sustainability Dimension 1. Font/Screen Resolution Elders/ Senior Individual, Citizens Social 2. Reflective display screen All users Technical 3. Redundant menu (repeated- Users with a Technical, Envi- ly select account type) single account ronment 4. Automatic receipt printing ATM Owner, Technical, Envi- after a ‘fund transfer trans- All users ronment action’ 5. No choice of language All users Individual, Fig. 10. Level of users’ awareness about air pollution and recycling selection Social 6. Withdrawal limit of All users, Technical, Envi- N10,000 ATM owners ronment 7. No choice of currency notes All users Technical selection 8. Incessant network failure All users, Technical, Indi- without corresponding ATM owners vidual, Envi- feedback from interface ronment 9. Feedback on card All users Technical, Indi- jam/capture vidual, Social 10 No display of account bal- All users, Technical, Envi- Fig. 11. Percentage of sustainability awareness among users ance after the transaction ATM owners ronment The design issues summarized in Table 2 and results from avoid errors during transactions especially during section five show the need to rethink the design of ATMs in currency/multi-lingual selection and when deciding to print or not to print receipts Nigeria in order to promote sustainability and reduce business Recognition rather Make objects and options visible for users, options of costs. To fix the identified issues, analysis how usability heu- than recall green and sustainability must be clear enough to avoid ristics can help improve the current interface design influenced making users recalling information from one part to by the framework for sustainability of software system design another. Flexibility and The user interface should be designed to suit all [46] was carried out. The framework shows the need, during efficiency of use categories of users. All unnecessary steps towards user system design, to incorporate sustainability goals such as de- goal during usage should be avoided. (e.g. asking user sign for sustainable efficiency, reusability, increased sustaina- to select account type when the card is linked to just bility awareness among users, design for reuse, and localiza- one account which just increases the number of steps in the transaction and increase energy used) tion. It suggests using sustainability concepts such as cradle to Aesthetic and Information on the screen should be precise to make cradle, biomimicry, life cycle sustainability assessment, social minimalist design users locate information easily. This will ensure users return on investment, and sustainability awareness diagrams. are aware of their actions during each transaction and a The ten usability heuristics for user interface design by structured information would help create green awareness. (Avoid using a reflective screen that affects Jakob Neilsen [47][48] were adapted for sustainability. Table 3 visibility of menus) highlights the details of the green and sustainable guidelines Help users Error message should be in simple and plain language based on Jakob Neilsen heuristics [48] used as a guide for the recognize, to express the problem and suggest solution. (e.g. proposed new ATM design. diagnose, and information on Card Capture Resolution should be recover from errors visible when such error occurs) Help and There should an easy help function to guide and assist TABLE III. GREEN AND SUSTAINABILITY HEURISTICS GUIDELINES documentation users whenever needed. This can also be a good (BASED ON NIELSEN HEURISTICS) avenue to propagate green awareness. Name Description Visibility of system The interface should not be reflective, so as to enhance VII. DESIGN ANALYSIS AND RECOMMENDATION status readability. Green awareness should be made visible from the UI through appropriate warnings within This paper is proposing a redesign of the current ATMs in reasonable time. Nigeria that will address all the aforementioned issues in Table Match between The system should use phrases and terms that users are 2 and use the guidelines from Table 3 as a solution path. The system and the real familiar with to pass the message of green awareness redesign will target all demographics including the Nigerian world in a natural and logical order. This is supported with a elderly citizens (who complained mostly about the readability multi-lingual option (to address the need of those that speak mainly native language) of fonts, reflective display screen, time to perform single with- User control and When users make the mistake of selecting to print drawal, and redundant menu), improve human-to-machine in- freedom receipt and wants to cancel, there should be a clear teraction, encourage re-use and promote a greener and safer way for users to undo the action without difficulty environment. With the current ATM usage statistics in Nigeria, (without going through an extended dialogue) Consistency and All screens should have consistency in order not to the technology could also serve as a focal point for the Green standards confuse user, for example green awareness campaign Awareness Campaign. Table 4 summarizes the solutions and message should be consistent in all transaction screen. the first, second, and third order impacts [49] [50] of these de- Error prevention The user interface should be designed in a way to sign changes. TABLE IV. SOLUTIONS AND OPPORTUNITIES FOR USER CENTERED ATM DESIGN Issues Target Sustainability Solution/ First order Second order Third order Impact Opportunities Users Dimension Expectation Impact Impact Font/Screen Elders/ Individual, Profile user by Improve Increase usage by Reduce the amount of Acceptability, Resolution Senior Social age and increase usability by senior citizens time spent on making improve usability Citizens font size older users each ATM transaction for elders and those which in turn will reduce with vision the amount of energy problem used Automatic ATM Technical, Allow the user Reduce Reduce the Create awareness among Improve user receipt Owner, Environment decide if printing amount of amount of paper user about sustainability, behavior printing after All users is necessary after printed waste, Reduce reduce the amount of positively towards a ‘fund fund transfer, receipts energy usage trees used in producing the environment transfer show green overtime with less papers, educate users in and the bank transaction’ campaign receipt printing the long run to use expenses on paper message to resources judiciously in for printing discourage their personal life receipts wasteful printing Lack of ATM Individual, Green awareness Dissuade Prompt user to Increase sustainability Improve usability, option to owners, Social campaign by users from stop monthly, and green awareness, reduce energy track each All users tracking monthly printing on all quarterly and create a society of usage which in printed printing habit with transactions yearly paper educated users about turn reduce bank receipt for message from ATM summary of sustainability and impact energy bill transactions influenced from account on environment biomimicry transaction Reflective All users Technical Non-reflective Improve Reduce time on Improve user satisfaction Positive feedback display display screen usability performing from user and screen transactions increase in patronization Redundant Users Technical, Automatic Reduce time Reduce energy Improve usability, user Save time, menu with a Environment account type to complete usage satisfaction, reduce conserve energy, (repeatedly single identifier transaction queue thereby prompting Improve usability select account quick transaction account type) Withdrawal All users, Technical, Increase limit to Reduce time Improve user Increase the amount of Improve usability, limit of ATM Environment *40 of currency to complete satisfaction transaction Save time N10,000 owners note (N40,000 for cash because of shorter N 1,000 and N withdrawal time to withdraw 20,000 for N 500) transaction cash No choice of All users Technical Display currency Increase time Increase Increase satisfaction Improve currency note available and for acceptability acceptability and notes allow the user to transaction usability selection choose either due to added N1,000 or N500 menu for currency selection Incessant and All users, Technical, Automatically Reduce time Reduce energy Increase satisfaction Promote cashless un-inform ATM Individual, display network wastage usage by ensuring policy with more network owners Environment error on the screen user doesn’t have users willing to do /ATM failure before user insert to start a other transactions their card transaction to see (pay school fees, the ATM has utility bill, fund problem or unable transfer) via ATM to dispense cash Feedback on All users Technical, Display Make users Reduce bank Improve satisfaction Improve Card Individual, appropriate steps less worried queue for Jammed Interactivity and Jam/capture Social for resolution because of / Retained card in usability informed bank premises decision based on displayed information No display of All users, Technical, Automatic display Reduce time Reduce paper Reduce energy usage Improve account ATM Environment of account balance used for waste because and paper receipt satisfaction as balance after owners after the final transaction user don’t have to printing user does not need the final transaction select option of to re-enter PIN to transaction print receipt after view account transaction balance Furthermore, with regards to sustainability, it is surprising VIII. DISCUSSION that 43.3% of the participants were aware of sustainability and The study has shown some of the problems and challenges 97.8% claimed to have heard of climate change, yet 60.3% of ATM users in Nigeria. Based on the results from the obser- (Figure 10) of the participants suggested that the trashed re- vation and interviews, the frequency of ATM card usage and ceipts should be burnt while only 9.6% suggested recycling. the number of ATM cards owned by participants shows that Burning in itself will lead to environmental pollution which is ATM usage is high in Nigeria, and as a developing country hazardous to human health. In addition, over 60% of partici- where cashless policy is still in its infancy, ATMs serve as a pants who always printed receipts at the end of each transaction major source of making transactions. One of the biggest chal- are not aware that the trashed receipts have a negative impact lenges in the current ATM design is the lack of consideration on the environment. This is because usually most receipts end for the older age groups (individual and social sustainability). up in a landfill, where they will be burnt, or conversely, they This has also impacted negatively on the environment because are thrown into the drainage thereby causing blockage. a majority of the participants spend more time trying to com- It is therefore important to look at ways of improving sus- plete smaller transactions due to small fonts, reflective display tainability and green awareness among ATM users in a devel- screen, network failure and card jams which in turn lead to oping country like Nigeria in order to promote social, individu- frequent incessant queues. Almost three-quarter of the study al and environmental sustainability. The first step will be pre- participants claimed to have experienced long queues during senting the result of these findings to some of the banks where their transaction with two-thirds among them experiencing a the observations and interviews were conducted to explain the long queue very frequently. Only one-tenth claimed to have advantage and benefits of incorporating sustainability and never experienced a long queue. green requirements into ATM design. Table 4 can serve as a way of presenting the first, second and third order impacts with opportunities that can be derived from re-thinking the design of user experience design help to design software prod- current ATMs. The second step will be creating sustainability ucts that are sustainability-centric? and green awareness for example:  Perform a larger observational study and describe the 1. 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