Design an ATM for airports.

Clarifications / Assumptions

1. Who are 'we'? Assumption: A FinTech company
2. Constraints? Assumption: No
3. Which countries airport, which airport? Assumption: Int' airport
4. Assumption: We have expertise in both hardware/software

1. Business goal: Increase transaction volume = # of transactions x average transaction amount

1. Design a improved ATM for international airport to so that we can increase our transaction volume

1. Airport authorities -> Assumption: we can place the ATM anywhere
2. Airport employees -> Not our focus
3. Domestic travelers -> Not our focus
4. International travelers -> our focus
   1. International travelers can be further segmented into 
      1. Departing travelers
      2. Arriving travelers
   2. Decided to focus on departing travelers because the two groups have same size, the departing travelers are more underserved since most of the ATMs today are placed in the arrivals hall

1. UJ: Pack for luggage --> check-in online --> show up at airport --> check in for their flight / drop off baggage --> pass security --> Pass exit immigration --> enjoy lounge / pre-departure meal--> read or watch a movie --> take the flight --> get to the destination --> pick up baggage
2. Pain points:
   1. Running around and have no time due to needing to check-in, pass security, immigration
   2. Unsure whether they need cash at destination or can get buy with credit cards
   3. Unsure about the exchange rate and other fees that would be charged, whether that is favorable compared to other options available at destination,
   4. Decide how much cash to withdraw based on their itinerary
   5. Return un-used cash at the end of their trip
3. We are going to prioritize the first p.p. because it seems it seems to be the most prevalent, and it will most help us with meeting our goal; but we will see whether we can solve other p.p. along the way

1. Password-less authentication, e.g. biometrics
2. Recommend to traveler getting cash at departure airport or at destination based on potential acceptance of your card or exchange rate
3. Recommended withdraw amount based on destination and your previous spending pattern
4. Digital solution instead of a physical ATM: it can be through partnership with the airlines and part of the the flagship airline app, you authenticate, choose how much cash you’d want to withdraw, and the cash will be waiting for you at your destination
5. Prioritization: choose the digital solution because it will be the lowest cost to implement and potentially make the greatest impact

What will the MVP experience look like?

1. As part of online check-in, the app asks you whether you exchange currency
2. You select yes/no
3. They display the exchange rate, transaction fee
4. You choose proceed
5. You connect to your bank account via Plaid
6. Your withdraw amount gets deducted, and you can withdraw the local currency at your destination airport by punching in a passcode

1. Password-less authentication
2. Display all the options to your to show what is the superior option
3. Wise-type solution where the currency never leaves the currency, therefore offers a superior exchange rate

Clarifying question - is it domestic or international or both? Assuming both.

What is the goal here (aka why are we designing ATM for airport) - enable easy cash transaction for users and currency exchange.

Painpoints of users 

1) Generally people carry credit cards and debit cards and no cash - People might want to withdraw some cash money before travel just in case their cards dont work at destination.  (impact - H)

2)For late night travellers, at times vending machine is only option if they wants snacks, water bottle etc. The vending machines might not accept credit cards and reqire cash or coins. Additionally, they might to exchange their cash notes for smaller notes. For example - exchange $100 with 5 $20 bills. (impact -M)

3)International travellers might need to exchange currency while travelling (impact -H)

4) Provide ample security features to make users comfortable making transaction (impact -H)

5) Not all users understand English so ATM should support other languages as well (impact -L)

The ATM machine should take debit card/travllers card and pin to accept transaction else decline. It shouldprovide option to withdraw/show balance/deposit. While withdrawing,it should ask for curreny type and denominations in which the user would like to get cash.It should display clear currency conversaion rates to user and prompt to accept or decline the rates. While depositing, it should confirm the deposit amount from user and should be able to take both cash and cheque. The ATM machine should also have an option of cash exchange in the local currency. For example US airports should provide option of exchanging $100 to 5 $20 bills.ATM should have security camera(s) with ATM machine so users feel safe to transact using the machine. It should also have barriers to prevent passer by's from looking at your screen or have additional screen protector.  

As a secondary feature, I would also look for additional language support for ATM as not everyone is proficient in English.

I would implement #1, #3 #4 as MVP followed by #2 and #3.

Other things to consider which has not been taken into account is enabling ATM use for blind people or handicapped people in which case we can make it voice activated and enable facial recognition for identity.

USING CIRCLES

Comprehend Situation: 

1. What: ATM for Airport
2. The function of a basic ATM: 
3. Check Balance
4. Withdraw local currency
5. Deposit local currency

Identify Customer:

1. Domestic Travellers
2. International Travellers

Report customer needs: 

1. As a domestic traveller, I want a basic ATM so that I can check balance, withdraw or retrieve currency as I would normally do in my country
2. As an international traveller, I want:
   1. All the basic functionality
   2. Withdraw in any currency
   3. Deposit in any currency
   4. Exchange currency notes
   5. Convert existing money/cryptocurrency on prepaid/debit cards to another currency without withdrawal

Cut through Prioritization:

List Solutions:

1. Since most airports have different terminals for domestic and international flights, it is safe to assume that normals ATMs can solve the purpose of domestic travellers. 
2. For ATMs that would cater to International Travellers, some of the above add-ons would be good to have on top of the must-haves.

Evaluate trade-offs:

We can evaluate each of the add-ons against demand/usage frequency

Summarize:

We would need two types of ATMs: 

1. Basic/Normal ones for domestic terminals

2. ATMs built with these extra functionalities for international terminals

   1. Withdrawal (other currency)

   2. Deposit (other currency)

   3. Exchange cash currency

Some assumptions:

1. The terminals are fixed for both types of use-cases
2. Logistics complexity related to cash refilling is very low with known destinations of the flights taking off throughout the day
3. Revenue generated on each of the features per transaction is same

To think about/Risks:

1. With more travellers going cashless and also the rise of cryptocurrency, the feature to exchange cash currency might not have long-term returns.
2. The Service fee charged for converting on-card and how the frequency of use is changing over time.

Let's first figure out the type of travelers:

1. business/leisure
2. domestic/international

• traveling vacation
• do not have an international debit card or credit card (a debit card accepted by all ATMs all over the world)
• need the currency of the country they are traveling to 
• carrying their domestic currency

• There will be a digital screen next to the ATM that will show the exchange rate for all the currencies it accepts. What currencies this ATM accepts depends on which Airport this ATM on - based on the number of flights coming from different countries and information at already existing currency exchanges at the airport. purpose of displaying the exchange rate next to the ATM is to enable a user to decide whether they want to exchange currency at this ATM before they even proceed.
• ATM screen will ask the user "Do you have a debit card?"
  • if the user selects "Yes", then the process will be normal what happens right now along with an addition. when the user selects to withdraw from the ATM using the debit card, the user will have the option of selecting the currency.
  • If user selects "No", then ATM will ask "Select the currency you want to exchange from and to" there will be 2 dropdowns under this question: "from" and "to". after make both the selection, a text box will appear under the "From" selected currency with this prompt "Enter the amount you want to exchange". user will enter the amount of from currency here. As soon as the user enters "from" amount, "to" amount gets displayed under "to" currency. purpose of displaying this information is to help the user decide whether he wants to proceed or not without spending more time on this machine. There there will be a "Continue" button at the bottom. When the user clicks this button, the input slot for cash blinks and message on screen shows "Deposit cash". As the ATM process the cash, message on the machine shows "Please wait". When the exchanged currency is dispensed from the machine, the message on the screen says "Please collect cash"