Redefining Self-Service Banking for BBVA Group

An automated teller machine developed by a bank for its customers

BBVA is a global financial-services provider with more than 47 million individual and corporate customers. The company, which operates in more than 30 countries, is the largest bank in Mexico and a leader in Spain and the Americas, including significant holdings in the United States. In 2009, BBVA — which takes pride in its sharp customer focus — was named the Best Bank in Latin America as part of Euromoney magazine’s Awards for Excellence.

At the outset, the team faced the challenge of overcoming ATM industry standards. Product development was driven by hardware manufacturers, which supplied banks with a catalog of available ATM models to choose from. BBVA teamed up with IDEO to develop a system based on customer needs. It’s also an automated teller machine designed to gain a competitive advantage. With IDEO’s help, it has shifted the industry paradigm to custom-design a machine around user experience.

The multi-phased project began with work to fully understand these needs. The design team interviewed and observed ATM users at BBVA and other bank branches in Spain, Mexico, and the United States. The team also examined analog self-service experiences, such as those at gas pumps, supermarket checkouts, and train-ticket kiosks.

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Project date: 2010

Facts & Figures

BBVA's new IDEO-designed ATM won The Banker's Innovation in Banking Technology Award.

Read about the IDEO-designed ATMs in Bank Systems & Technology and Bank Technology News.