
I read Donald Norman’s book The Design of Everyday Things. One of his pet peeves is doors. Some doors go both ways but specifically only say “pull” or “push” on their labels. Some doors look like they are pushable but can only be pulled, or vice versa.
I read Steve Krug’s book Don’t Make Me Think, which says website user interfaces should not need instructions, nor should features be self-explanatory. They should be self-evident.
Well, the Citibank ATMs at Parkway Parade have gone from good design to worse design, as far as I’m concerned. They used to be the kind where you dip your card and immediately take it out and put it back wherever it came from. Now they are the kind where you put your card in and leave it. You do your business, and you collect your card at the very end of the transaction, after you collect your receipt. The machine beeps at you if you don’t take your card from the slot.
I thought the beeping (and the general intuition that I need my card back) would be enough. But no. There’s a reason most ATMs give you your card and THEN your cash: Once you’ve got your cash, there’s no real reason for you to hang around.
Many times since the change in design and operating procedures, I remembered and took my card back. Until one day, 4th May 2014.
I was, in Singaporean parlance, too “blur” to remember to take my card from the dip slot. And, since the mall is noisy, I guess I didn’t hear the ATM beeping at me. So I left the card there. Now they have to mail me a new one. And I have to wait for it.
Dozens and dozens, perhaps hundreds, of transactions with that card in the past two, no—no, five!—years were successful and unproblematic. Until Sunday 4th May.
Yes, it was my fault, but it was theirs, too. Thanks a lot, Citibank, for making your Parkway Parade ATM less usable.