Wells Fargo overhauls ATMs for personalised service

Wells Fargo overhauls ATMs for personalised service

US bank Wells Fargo has revamped its ATM interface to give customers a more personalised and simplified experience.

The machines' customised screens are based on the users' preferences, with 'favourites' that appear in the colour green based on usage. A 'Balance Dashboard' features balances at-a-glance, if the customer chooses, for their most used accounts.

A money management tool, 'ATM Cash Tracker', also automatically appear on the main screen, helping customers to visually track their monthly withdrawals. Users can also set a monthly withdrawal target and view details about how much they took out the prior month and their average over the past year.



The new interface has already been introduced on more than 500 machines across several states, and will make its way onto all 12,000 Wells Fargo ATMs by May.

Alicia Moore, head, ATM banking, Wells Fargo, says: "We redesigned our ATMs based on what customers tell us they want, and we're constantly striving to make our ATMs quicker, easier, and more convenient."

Comments: (1)

Ketharaman Swaminathan
Ketharaman Swaminathan - GTM360 Marketing Solutions - Pune 20 February, 2013, 10:19Be the first to give this comment the thumbs up 0 likes

It's commendable that all these extra features are getting tacked on to the humble ATM but has anybody studied their impact on queue lengths? End-of-the-day, ATMs are shared devices and low waiting times are critical to superior CX. Around a year or two ago, my bank introduced a "My Favorite Transaction" that reduced the number of keystrokes - and hence the time - required to execute a customary transaction on its ATMs. This reduced queue lengths significantly. For that reason alone, I consider it one of the most innovative features to be implemented on ATMs in recent times.