QR codes – changing the consumer experience in banking

We noticed a big surge in using QR codes world wide in 2020. In reality, a latest survey by Statista, discovered that near 50% of shoppers within the US and UK have elevated their use of QR codes since March 2020.

Almost 50% of shoppers within the US and UK elevated their use of QR codes since March 2020

QR codes are all over the place: at eating places changing the as soon as all-inclusive menu; in magazines, sending us to the most recent exercises and recipes; on meals packages, on junk mail and now even on the ATM.

An ATM? What can a QR code do for shoppers on the ATM?

Diebold Nixdorf’s Buyer Expertise Group selected to seek out out by conducting shopper interviews designed to discover adjustments and issues with the ATM expertise in a post-COVID world.

By analysing individuals’s experiences with contactless applied sciences, like QR codes and NFC, we decided shoppers will not be solely snug with the adoption of those applied sciences however anticipate to see them integrated into their ATM experiences.

Key findings of contactless tech research

The research introduced a number of key findings – one being that almost all participant’s ATM habits have modified. Their frequency of ATM visits decreased, and lots of had issues with touching the machine, leaving them to take sanitary precautions, akin to wiping the buttons and display screen. The overwhelming majority of contributors interviewed welcomed the adoption of a contactless know-how and most well-liked the QR code above NFC.

All contributors acknowledged they have been aware of QR codes, how they labored and have used them not too long ago both at a restaurant or in another capability. With additional discovery, we additionally discovered that the place the QR code originates is a crucial issue. Given the selection between (a) utilizing a scanner on the ATM to scan a QR code displayed on a cell phone (much like an airplane boarding move); or (b) scanning a QR code introduced on the ATM display screen utilizing their cellular banking software (much like the menu in a restaurant), contributors overwhelmingly choose scanning the QR code introduced on the ATM display screen. They cited challenges related to getting the QR code on their cellphone to be scanned accurately and reported extra poor experiences when making an attempt to scan one thing on their cellphone.

Introducing the “touchless ATM expertise”

With this perception, we’re leveraging QR codes to construct a very “touchless” expertise for the ATM utilizing microservices and API know-how. Microservices structure allows specialty capabilities to be constructed inside a regular app framework so the answer might be built-in into an present digital banking software with none disruption to the buyer expertise.

The result’s the latest function in our Vynamic™ Digital Cardless Transaction providing, which allows shoppers to activate a QR reader inside their present digital banking software to scan a dynamic QR code on the ATM terminal display screen to establish your location, after which rapidly affirm the transaction utilizing the banking software to withdraw or deposit their cash. No touching the ATM display screen or buttons – it’s a very touchless expertise.

As soon as developed, we engaged with shoppers once more to make sure that we met the expertise targets and expectations for the product. All contributors got the app and have been requested to stroll themselves by the complete course of, from opening the cellular app to scheduling the withdrawal after which utilizing the ATM to retrieve their withdrawal. 100% of the respondents felt it was simple to make use of and the steps have been intuitive.

As we sought to higher perceive the impacts of latest shopper habits adjustments, we’re in a position to establish methods we might apply know-how to create extra intuitive experiences. As we executed on this imaginative and prescient, the constructive responses have supplied reinforcement for the adoption of this know-how. The outcome is not only a know-how answer that permits for a extra streamlined expertise, however somewhat the digital basis that enable shoppers to regulate the ATM instantly from the palm of their hand. Now that’s true customer-driven innovation.

By Jeff Grace

UX Designer, Diebold Nixdorf


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