TY - JOUR
T1 - An analysis of automatic teller machine usage by older adults
T2 - A structured interview approach
AU - Rogers, Wendy A.
AU - Gilbert, D. Kristen
AU - Cabrera, Elizabeth Fraser
N1 - Funding Information:
This researchw as supportedi n part by a grant from National Institutes of Health (National Institute on Aging) Grant No. P50 AG11715 under the auspiceso f the Center for Applied Cognitive Researcho n Aging (one of the Edward R. Roybal Centersf or Researcho n Applied Gerontology).W e thank Jennifer Clark, Mary Cregger,R oderick Lilly, Jennifer Nestor, Tom Rucker and Rolf Trainor for assistancew ith various aspectso f this project and Dan Fisk for comments on the manuscript.
PY - 1997/6
Y1 - 1997/6
N2 - It is often assumed that automatic teller machines (ATMs) are inherently easy to use and require no training. However, there is evidence to suggest that ATM users do experience difficulty when learning to use the system. The purpose of the present study was to conduct an in-depth analysis of ATM usage by older adults. Our approach consisted of telephone interviews followed by structured individual interviews. The goals were to understand the problems encountered by ATM users, to determine how ATMs might be better designed and to assess the training needs of older individuals. The phone interview data provide information about the relationships between age, sex and ATM usage within the adult sample, as well as information about why some people choose not to use ATMs, The structured interview data provide a more in-depth view of the concerns of both users and non-users, and information about training needs. The training and design implications of the results are discussed.
AB - It is often assumed that automatic teller machines (ATMs) are inherently easy to use and require no training. However, there is evidence to suggest that ATM users do experience difficulty when learning to use the system. The purpose of the present study was to conduct an in-depth analysis of ATM usage by older adults. Our approach consisted of telephone interviews followed by structured individual interviews. The goals were to understand the problems encountered by ATM users, to determine how ATMs might be better designed and to assess the training needs of older individuals. The phone interview data provide information about the relationships between age, sex and ATM usage within the adult sample, as well as information about why some people choose not to use ATMs, The structured interview data provide a more in-depth view of the concerns of both users and non-users, and information about training needs. The training and design implications of the results are discussed.
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U2 - 10.1016/S0003-6870(96)00076-2
DO - 10.1016/S0003-6870(96)00076-2
M3 - Article
C2 - 9414354
AN - SCOPUS:0030858114
SN - 0003-6870
VL - 28
SP - 173
EP - 180
JO - Applied Ergonomics
JF - Applied Ergonomics
IS - 3
ER -