Survey Questions

1. how would you describe your level of vision?

(a) Totally blind, .

(b) minimal useful vision;

(c) low vision

(d) some vision loss.

(e) other, please describe.

Of the nearly 20 responses, the majority were totally blind, but several had some vision.

2. Have you ever used an automatic teller machine either ?

(a) independently;

(b) with the assistance of a friend;

(c)never.

Almost all respondents had used an ATM and did so either independently and sometimes with assistance. Blind respondents usually ticked A. and B. while low vision respondents ticked A.

One general response was as follows. Its likely this is a commonly held view by many.

"I am totally blind and I have never tried to use an ATM myself because of the total lack of feedback. Also there are almost always other people waiting to use the Atm so you really cannot hold up the cue by asking your companion how to use the machine. In any case why bother trying to learn? In the absence of feedback you would not know what you are doing."

3. If you've used an ATM, how frequently?

(a) very occasionally;

(b) More than six times a year

(c) once or twice a month

(d) weekly or more often

Many used ATMs atleast once every couple of months, and many more frequently. Some indicated that in recent times they use them less due to increasingly more inaccessible models.

"I use ATMs once or twice a month Note that this is mostly with assistance these days, due to unfamiliarity with the machine, and readily available assistance at work."

"I used to use them about fortnightly until they became increasingly inaccessible and now I rarely use them and now, never without assistance."

4. How long have you been using ATMs

Many respondents have used ATMs for 10-15 years, or even longer. Most for atleast a couple of years.

"I have been trying to use them on & off from when they were first introduced - I just keep hoping one day I'll master it."

5. Have you found more modern ATMs easier or harder to access than older machines?

Blind respondents in almost all cases found modern ATMs much harder to use with independence and confidence. Most low vision respondents preferred full-screen machines, but these weren't always better than older units.

Some Low vision respondents said the following about Modern ATMs:

"The newer ones are less complicated but here in Queensland they are frequently positioned where the sun shines directly onto the screen making it impossible to read. The newer free standing units that have the disply at chest level are not so bad when positioned in good light inside a building."

"Modern, as they have a screen with options on them, not a small one line screen that you have to read."

"In general the visual display is easier to see but not all models are improved."

"Yes, definitely. The older machines have a small slit like window which is high up and you have to stand on your toes and put your eye to the slit, and if there bright sunlkight then you still can't see a thing."

Some blind respondents said:

"The more modern machines started to become increasingly harder first with the growing variety of button layouts and the growth in the use of menu sellection."

"I found the older ones my particular bank used were better, as they gave voice prompts, but they seem to have stopped doing that now." [Maybe referring to the 'Green Machines'?]

"I have found more modern machines much harder to use."

"The braille isn't useful until you know what the key means and once you know what the key is, braille isn't really necessary."

"those with higher pitched noises are for me, more difficult to hear in busy areas."

"Harder because in making them easier for people to take set amounts out (e.g. only 20, 60, 100, or other) it is difficult to know which machines perform this function and which you can just access any amounts."

6. In general, how would you describe your experience with Automatic Teller Machines?

"Pretty bad, I've never actually completed a transaction independantly yet. On a number of occassions I have had my card "eaten" by the ATM & I enjoy the frustration of the staff when they have to open the unit to retreive my card."

"I have tried the Bank of Queensland's Talking ATM but it doesn't really provide al the info one needs."

"often annoying as I don't have feedback and even more frustrating when I have to use one in a noisy environment like traffic passing bye which makes the beep confirmation of keys pressed harder to hear. I also have only able to do simple withdrawals as firstly can't remember what the key sequences are and what the letters of f e d c b a which are either side of the visual display."

"I feel as a VIP that if there was a standard format it would be easier to access.....ie WITHDRAWAL at the top left hand corner....that way you'd know which button to press etc....the OK button isn't always in the same place either."

"I find most atms impossible to use independently."

"Un satisfactory for independent use."

"Stressful!!"

"I can generally perform the transaction I need to, the hardest thing is if the machine's out of order/money or some other problem, often its hard to distinguish whether it's something I'm doing wrong, or is it the machine?"

"Overall, not good. Most of them are not very logical. There is one type that are very easy to use. But I've never been able to walk up to any atm on my own and use it unassisted. I have always needed to have the layout of the buttons described. Then sometimes I could go back to it on my own and use it."

"I used to be able to use them quite well once I learned the sequence and where all the buttons were. Now, the keypads and the fact that keys have different meanings during the transaction have made using ATMs almost impossible."

"When the old machines were out I was unable to use them for one they were too hard to read and two, I could reach them or get close enoug to even read the buttons"

"I am slower than others in the cue and struggle particularly when i use a model that i am not familiar with."

"They are an excellent way of accessing your money in preference to lining up in a Bank queue, however, because of the sometimes significant differences between machines from different Banks, or, indeed, from the same Bank, it is difficult to access them freely. I tend to find a couple (usually older ones) and stick to them. This can sometimes mean that I go out of my way to access my money."

7. What are some of the problems you encounter with ATMs?

"ATMs keep changing & the financial institrutes rarely have a printed diagram of the layout - I could study this at home under my CCTV & memorise the terminal. The units aren't standaard from one branch to the next & so one needs to learn so many layouts when one banks in different locations."

"the lack of accessable instructions."

"the print could not so much be bigger, but sometimes the positioning of the screen doesn't enable you to read it because of glare or sun shining ine."

"ano way of identifying which buttons are for what."

"entirely screen prompt orientated so you never know what to press next."

"lack of consistency of layout or order of screen prompts so you can't even memorise things for future use."

"Menus change, machines not consistent."

"reflection fom sunlight make screens look blank."

"Obtaining specific information about locations"

"knowing whether they take amex cards"

"knowing what the withdrawal limit is"

"knowing whether I have to select from menues, or can specify my own withdrawal amount"

"Knowing the layout of the buttons"

"Knowing the sequence of buttons to press on strange machines"

"Knowing the correct orientation of the card"

"Knowing what's going on with out of order machines and error messages"

"Inconsistency in locations of card slot, money dispensor etc."

"feeling vulnerable when having to seek assistance from strangers to know what's going wrong"

"identifying whether it is the machine of my bank - thus whether it will encurr an additional charge"

"The layout is often not consistent. For example, it might ask you a question that requires you to push a yes or a no button. But the next time it asks you to answer yes or no the buttons are in a different place. Also, the layout from machine to machine is not consistant. And I don't see why it couldn't be, seeing as they all perform the same function. There's no need for them to look exactly alike but if, for example the button to select to withdraw cash was always the top button on the left it would be helpful."

"Keypads are very sensitive; Keys change their meaning during the transaction; keypads are sometimes flat; the layout of ATMs is not standard and the process of moving through the transaction is not uniform."

"Not getting any feedback from the machine. This is why I only use the machines for withdrawing cash. If the cash doesn't come out when expected, I cancel the transaction and start from the beginning. If it doesn't work the second time, I go elsewhere."

"size and contrast of text"

"variation in function and layout"

"If you come accross a new atm, you can't use it until someone has described what keys do what. Even then you can't use the other features like check account balance."

"confusion between models, uncertainty when an unexpected happening results from pressing what one thought to be the correct sequence of buttons, buttons in different places on different models of machine."

"card goes in differently for different machines."

"finding card slot can be difficult for different machine."

"Inconsistencies between machines from the same Banks, difficult to find ATMs without someone's help (e.g. they are not to the left or the right of the door to the bank). In fact, some are inside the Foyer of the Bank and you have to find the slot in the door to place your card in."

8. Which banks or brands of ATMS do you find easiest or most difficult to use?

Blind respondents preferred the original IBM machines, and various banks were listed, but without clear indication of models best suited to low vision users.

"I haven't found one that was really easy for me as a vision impaired person to operate."

"I find commonwealth bank ATMs hard to use, and Saint George an Colonial State ones pretty uniform, so they're quite easy."

"There is only one type of atm I like. I have seen it as both a Commonwealth and an ANZ teller. The buttons themselves are completely flat and they are indented. They are all square. I hope that's an adequate description. The buttons look different to every other atm I've seen. Every time I've gone to one of these the buttons have been set out in exactly the same way." [most probably referring to the original IBM units]

"I have mainly used NAB ATMs. The old NAB ATMs were very good and easy to use. The new ones are very difficult."

"The Bank of Queensland have some braille on their ATMs, but they do not understand that they are still inaccessible because the screen prompts are not in braille. The only function the braille performs is helping to locate the keys."

"I haven't used many different types, as mentioned above. I mostly use Westpac machines, and ocasionaly Commonwealth."

"I don't know what brand they are but the modern type that are place lower in the wall as described above. They seem to be found at different banks"

"I use National Bank outlets almost exclusively but have not taken particular note of models. I struggle more on the odd occasion that I have to use a machine provided by another bank."

"Rediteller and National are both good. I don't use many other. However outside the main cities, you still come accross the old slit ones. National and ANZ still have them."

"I've only used the Commonwelth bank atms."

"I am not waare of the brands but those with either touch pads for number entry or those with touchscreens are of course the most difficult."

"commonwealth bank atms are easy to use, however those atms you find in clubs and pubs are most difficult."

"Older brands of ATMs, the ones that have a metal surround are easier to use. The newer, plastic models vary too much."

9. What would assist you to better access ATMs?

"As I have said above - keep the units the same, provide printed, tactile or braille diagrams of the layout. Make them taalk."

"voice confirmation and prompting etc."

"A standard format"

"labelling of buttons, both in braille or large numbering"

"audible feedback of things that appear on the screen."

"a longer time to find buttons and enter the pin number."

"consistent layouts"

"consistent order of screen prompts eg. enter pin then amount etc."

"maybe some sort of tactile ground indicator that could indicate where an atm or atms are present. something similar system used to indicate where bustops and curbs are."

"More tactile layout , Large print Menus and if possible voice activated by deycard indicator."

"system of voice output of screen messages directions and prompts"

"tactile identification of button functions"

"Maybe a press button audible discription of button layout"

"standard layout of buttons"

"the number pad being out of view - I.E. an area where you put your hands into a covered area to prevent people seeing your pin being keyed (particularly when you don't know people are watching."

"a free call number which could give machine locations"

"I think the voice prompts were good, but obviously not for amounts being keyed in etc."

"A standard keyboard layout,"

"Some voice or braille output; a standard layout and the meaning of keys remaining stable throughout the transaction would help. I will give an example of this. On the old ATMs, there was the numpad and to the left, buttons about type of account etc. Now there are buttons down either side of the screen. For example, the top right button may mean savings account at the time during the transaction when you have to specify the account and then when specifying the amount to be withdrawn, the top right button may mean $50. It is very confusing."

"Audible responses and tactile identification of keys, card slop, cash output slot, etc."

"If all atms were lower for any type of person with a disability to reach"

"why can't voice be attached to the atm so you know what buttons you have pushed except when entering your pin number"

"Larger and higher contrast text."

"Some meaningful audible prompts."

"General updading."

"speech feedback most definetly."

"a way of finding out which buttons did what before pressing them for a particular action."

"Verbal output or some kind of confirmation that a transaction had in fact been processed, if the process did not include something physical ie, with-drawing money."

"braille keys which mean something, and speech output."

"Consistency between ATMs, AtMs with speech or more of them with braille markings."

Q10. What is your experience with the keypad and buttons on ATMs?

"Once I have identified the kepypad layout & the buttons I'm okay but it takes me so long to identify each button there is usually a queue behind me & I get flustered & make mistakes or just give up & remove my card in disgust."

"I think they should be tactile ..ie raised numbers and also have the dot on the five"

"there is no way of knowing what keys are where as there is know constistent layout."

"No dot on 5 and most buttons flush."

"difficulty knowing the layout on a strange machine due to some basic keys like enter being assigned to different keys"

"problems with inconsistancy in pressure needed to activate the button - causing mistakes"

"the increased use of totally inaccessible touch screens is just around the corner."

"It would be nice if they were a bit uniform across banks."

"The new ones are quite sensitive and too flat. You can press the buttons accidentally while trying to orientate yourself on the keypad."

"I don't have any problem with the machines I use, because I have learned their positions and functions. If I encountered an unfamiliar type of machine, I would not be able to use it."

"I have great difficulty with the function keys on those models where the choise is indicated on the key rather than on the display screen alongside it. ie account or transaction type keys."

"Mostly they are fine, except accosasionally the lettering wears of."

"I can use the keypad fine as long as I know what buttons do what."

"I don't have any problems with them other than they are sometimes in different places."

11. What is your experience with screens on ATMs? For example, Are some easier to read than others?

"I've never been able to read a screen easily but the ones with yellow writing on a black bachground is probably the clearest."

"Yes ...I think this is more a position problem than a print problem"

"Fonts too small, colours not good for daylight viewing . angles of screen por."

"Easy to read if they have those square screens that all the options are on"

"Most definately there are variations in the readibility of the screan and also in lighting conditions in which it must be read."

"I think Rediteller is probably one of the best but my experienxe is a bit limited."

12. What is your experience with card and envelope slots and cash and receipt dispensers on ATMs? Are they easy enough to find?

"I frequently put my card in the wrong way but I can usually feel the receipt coming out - I have had trouble locating my money on occassion but I can assure you I don't leave the ATM until I have my money, card & receipt."

"only concern about getting my fingers caught in the door of the money slot."

"most of the time it doesn't take long to find these."

"All these items need to be shown to me by a sighted person but once layout is memorized not too many problems. Reciepts could be in a larger print providing ink is on rebbon when it is printed."

"Once again, if they were all in the same general area, it would be easier."

"They are on the machines I use, because I learned the layout, with sighted assistance. Without sighted assistance and tactile markings, the answer would probably be no."

"They are usually not hard to find, I have more trouble that different atms expect you to insert your card different ways and the diagrams are very hard to see"

"I always seem to forget where the receipt slot is, its usually easy to find the money slot. I havn't actually put money into the bank through an atm."

"Depends on the machine, some are harder than others."

"Usually they are OK to find. I will not transfer money at ATMs so I don't use the envelope slots. There is a problem, however, with the receipt dispensers not being in the same place and which way to turn the card to place it into the card slot. These can also vary between and Banks and within the same Bank."

13. What are your experiences with locating ATMs?

"I have sufficient sight to find the ATMs on the outside of buildings but I often have to find a queue before I can locate those inside."

"not too bad just having to remember where the brailled ones are."

"OK but then I do have some vision and usually a good memory"

"It is difficult to find an atm independently, hense the idea mentioned above about tactile marking."

"If not connected to a bank branch very por , no audible or tactile indication."

"I know of know way to find an alternative ATM if the one I go to is either inaccessible or out of order."

"It's one of those things that you need to know they're there, before you can find them easily."

"Not great. I usually can't locate one unles I've been told where one is beforehand."

"They can be very hard to locate. Usually some O & M is needed from a family member or friend before I can locate it independently."

"I generally only use a couple of machines in known locations. Locating machines in unfamiliar locations would be not unlike finding shops or telephones - I would need to ask someone. This could be a little concerning if they chose to stay and watch while I withdrew my cash, if it were a stranger."

"I don't think you could really miss if you have some sight as there is usually an atm wherever there is a bank"

"I have less problem in identivying location of machines than I do reading the list of banks/cards that particular machines accept."

"I always use the same atms, but I was shown where they were first time."

"Not clear to me, since I don't know where an atm is unless I either stumble across it, or someone shows me."

"Sometimes difficult especially when you have 3 or 4 machines lined up from different banks, and they all look the same."

"Mostly hard to find without hearing someone else using them."

14. What is your experience with gaining physical access to the ATM before use e.g. steps, secure ATMs found in bank foyers and the like?

"I always have a problem finding my way into secure ATMs & so don't do this on my own. I find those with a little step up are a nuisance because I'm usually busy putting my money away, etc. & forget the step is there when I'm leaving the site."

"some foyers you have to press a button before the door opens to let you in to the atm. Often the problem is, where is the button?"

"It can be hard to find the door when its mostly glass, the walls are mostly glass, and the door isn't open. And finding the button or card slot is difficult."

"Generally no tactile or visual markings on steps ,doors hard to push open,poor signage and indication to go to teller and when in a line hard to know which teller to go to when a electonic sign indicates who is free."

"I haven't had a problem with them. But I can see how others would."

"I steer clear of the ones found in foyers of Banks."

"I prefered in-doors ATMs for safety"

One US person, on a mailing list said something to the effect of:

"I've found that in-door atms often had drunks and homeless people squatting in them, so I don't feel safe unless I call the police or security to clear the area so I can use the machine."

15. Are there any other comments you wish to make regarding accessibility of automatic teller machines?

"The fact that if you tell anyone your PIN the bank's policy on lost cards is that you have no cover if your account is used after your card is stolen. I once had a bank manager lecture me in front of a queue of people when he overheard me telling my daughter my PIN when she was attempting to teach me (once again) how to use the ATM."

"I hope that some improvements can be made to make them voice prompting still retaining privacy etc."

"Talking ATMs could be useful as long as any monetary issues were done solely by keypad so it didn't have to talk out or repeat money issues for standers by...therefore tactile numbers would make it easier for totally blind people, and I think they should do away with having to put a dot and then 2 zeros....dealing only with 200 and not 200.00"

"I don't think that atms will ever fully take over what branches do now and that should not be used as an argument to banks to help us out and make there equipment accessible. Rather that things should be made accessible to all people in the community"

"There is also the issue of safety when using these devices. If I am using one to take money out, I have no idea if someone is waiting to muck or stop me once the cash is on me. This is another reason I think some sort of online phone help to a bank operator and emergency services should be available."

"Only that the talking atms that the Bank of Queensland have suck! They're really slow, and don't say anything useful. Oh yeah, and they have braille as well but only on the numbers. So again, only where it's not useful."

"If audible output is to be provided, it should be via headphones or in a way which cannot easily be heard by passers by."

"If speech were to be added to atms, there would have to be some kind of headphone or telephone handset to hear the speech. Its not a good idea to just have the atm speaking while other people are waiting and listening."

"Another concern is the up and comming biometric security us banks seem to be implementing ie iris scans etc."

"If the models can't be standardized, then the controls could be. this way one would only have to learn one atm to use them all."

"Speech output should be provided as do the Bank of Queensland." [the respondent was asked for feedback on his experience with these ATMs, but he couldn't recall what benefits the speech did provide him]