The project began with an extensive exploration phase aimed at understanding the diverse challenges elderly users face while operating ATMs. Both on-site and with users research was conducted through various activities, including literature review, market research, and in-depth interviews with stakeholders such as end-users, elderly care professionals, bookshop assistants, and Geldmaat employees. We also engaged in immersive experiences like a client safari, assisting and observing people using ATMs in real time with Geldmaat employees, and a third-age suit simulation to empathize with the physical limitations that older adults experience.

The research enabled us to narrow the focus to specific pain points, refining the design goal and direction. The next phase consisted of generating and iteratively testing prototypes with end-users, using each iteration to gather insights and refine concepts. This process ultimately led to a product-service system that integrates an instructional manual and in-person workshops, aiming to empower elderly users in ATM interactions. After final testing and evaluation, we concluded with detailed recommendations for further improvement.