Comparative Study on User Experience of ATM Cardless Withdrawal Services

Operational time and interface performance are factors affecting users’ willingness to perform cardless withdrawal from ATMs. This study aims to identify cardless services that have not satisfied users through experimental tasks, SUS, and satisfaction surveys. We found that inexperienced participants prefer ATM cards verification over cardless withdrawal. Researchers further found that mistakes occur due to a lack of instructions when applying for the service and obtaining cash withdrawal serial numbers. In conclusion, we hope that the findings could serve as a basis for optimizing ATM cardless services in the future.