Rethinking Design to Fight Fraud
- During the Design Against ATM Crime exhibition held in London from 16 to 21 June 2011, several projects dedicated to the development of safer and more ergonomic ATMs were presented. The environment has been completely reconsidered to provide for fraud prevention, help the user stay away from prying eyes and avoid skimming attempts. Proximity-activated sound sensors have been installed to alert users if they are not covering their PIN or if someone is standing too close. This concern for secrecy is also underlined by the possible use of laser-delineated queue barriers, and rear-view mirrors mounted on the ATM fascia (to help prevent pick-pocketing).
- RBS should partner NCR, Link and the Dedicated Cheque and Plastic Crime Unit to trial these solutions in Camden and Westminster streets. Likewise tests were conducted in Manchester and Hammersmith and proved conclusive.
- The projects rely on the issues raised by automatisms, key notions when dealing with the customer’s way to interact with the ATM: these new devices have been designed to break a certain routine which often prejudices the security of ATM transactions. The customer should pay more attention to what he is doing and avoid some risks, including retrieval of his PIN code. Despite researchers’ investment to make these tools ergonomic, one may wonder if the users will manage to properly adapt to these new environments.