Product Design for an Airport Cash Machine Serving Travelers From Many Countries

An ATM stands in an international airport, where people from many countries arrive and depart. How would you design the product experience of using it? ```hint What makes this ATM different Compare the person standing at this machine with someone using an ATM on their home street, and let those differences decide what you design first. ``` ### Clarifying Questions - Whom are we designing for: the bank or network operating the machine, the airport, or the travelers, and is the goal usage, fee revenue or traveler satisfaction? - Is the machine in the arrivals hall, in the departures area, or past security, since each serves travelers with a different need? - Is the scope cash withdrawal only, or could the machine also exchange currencies? - Can we change the hardware (card reader, contactless, screen, physical layout), or only the on-screen flow? ### What a Strong Answer Covers - A goal and a definition of success for both the traveler and the operator, stated before designing - Traveler segments at an airport and a deliberate choice of which one to design for first - Pain points specific to this setting, mapped onto the journey from finding the machine to walking away with cash - Prioritized solutions that span screen flow, hardware, placement and failure handling - Success metrics, guardrails, and the tension between fee revenue and a transparent experience ### Follow-up Questions - How would the design change for a machine past security in departures, used by people leaving the country? - The operator earns more when travelers choose to be charged in their home currency. How do you handle that offer on screen? - Most travelers use this machine once. How would you collect feedback and measure satisfaction?