Application of the Communicability Evaluation Method to evaluate the design of a user interface: A case study in an ATM system

The Communicability Evaluation Method (CEM) is a technique proposed by Semiotic Engineering that measures the degree to which adequate communication is achieved between designers and users is achieved through the user interface. The case studies found in the literature focus on desktop applications or web applications. In this study, we present the results of a Communicability Evaluation on an ATM System in the Self-Service domain. The experimental case was executed by specialists in Human-Computer Interaction (HCI) at the request from BBVA Continental to define which of two user interface proposals would be better received by its customers, as well as being less intrusive to the current retirement experience. The operation was called "Retiro Seguro" and consisted in offering a micro-insurance during the navigation of a withdrawal. Current customers were asked to perform some tasks on both proposed interfaces in a realistic environment. We concluded that the second proposed interface was better at achieving design objectives and we proposed implementing an intermediate solution.