New Citi ATMs remember customer preferences

Source: Citibank

Citibank today unveiled new ATMs for the U.S. that will "remember" customer preferences and reduce the time customers spend to check balances, make deposits and withdraw cash.

The new ATMs feature vastly simplified screen flows and a cleaner, streamlined design. Citibank led the introduction and adoption of ATMs worldwide in 1977.

"Based on extensive feedback from customers, we have reimagined the ATM experience to make it simpler and faster," said Citi U.S. Consumer and Commercial Banking President Cece Stewart. "Citibank ATMs will now present information based on customer preferences automatically and they will enable customers to check their balances at any point without having to navigate through multiple screens. No matter how we interact with customers - at an ATM, in a branch, on a mobile device, over the phone or online - we want to deliver the best experience possible."

Some of the enhanced features and design elements include:

  • Quick-Touch Balance Peeks: Customers will have the option of reviewing account balances without leaving the screen they are on, eliminating the need for multi-screen navigation that takes time and creates confusion.
  • Remembered Preferences: The new ATMs will enable customers to set preferences that will make future visits faster and easier. When customers make a withdrawal, they will have the option of setting their "Fast Cash" option for quicker withdrawals in the future. Language selection is set one time by a customer choosing a language other than English (Chinese, Greek, Polish, Spanish, or Hangul (Korean)), and that language will appear automatically going forward. Preferences can be changed easily at any time.
  • Simplified Screen Flows: Unnecessary screens, submenus and "Are You Sure?" prompts have been eliminated and intuitive shortcuts have been added. New on-page scrolling allows for faster access to more information without requiring navigation to additional screens.
  • Customer Friendly Design and Tone: The design and language was revamped to be more modern and conversational.

The new ATM functionality will launch throughout the U.S. by late February. 

Comments: (2)

Ketharaman Swaminathan
Ketharaman Swaminathan - GTM360 Marketing Solutions - Pune 24 January, 2014, 19:20Be the first to give this comment the thumbs up 0 likes

The second largest private sector bank in India, HDFC Bank, has offered a "Your Favorite Transaction" on its ATM for years. From personal experience, it slashes cash withdrawal time by at least half. I find it to be a simple, yet valuable, piece of innovation. Only problem is every time the ATM switch software is updated, the ATM forgets your favorite transaction and you need to set it up again! I tweeted my pet peeve to the bank and immediately got a scripted reply: "@s_ketharaman Thank you for bringing this to our notice. Will take it up with the concerned team. - Tejal". This was around 2 weeks ago and I'm still waiting for an update that this problem has been resolved.

A Finextra member
A Finextra member 25 January, 2014, 21:46Be the first to give this comment the thumbs up 0 likes

Have seen the ATMs of Nationwide Building society in UK with the "favorites" option. This is more inituitive approach as ATMs identifies the frequent(repetitive) withdrawal requests made by the user in earlier transactions and automatically tag it as "Favourites".

Seems that this was rolled out in late 2012..