Self-Service Kiosks: Faster Banking in the UAE & MENA

A leading financial institution in the UAE and MENA region struggled with an overwhelming number of daily visitors at its branches. Many people simply needed to perform routine tasks, like checking balances or paying bills, and this created long queues. Determined to make banking more accessible and user-friendly, the bank decided to implement self-service kiosks. By focusing on an engaging, inclusive design, they hoped to streamline everyday interactions and improve overall customer satisfaction.

• Packed Branches: Crowded lobbies added to customer frustration and left staff little time to address complex issues.

• Extended Hours Demand: Banking tasks often arose outside normal business hours, yet customers had no easy way to complete transactions at their convenience.

• Multilingual, Diverse Users: The region’s varied linguistic and cultural backgrounds required intuitive design that would cater to different levels of technical comfort.

Working hand in hand with the bank’s internal teams, the design process focused on pinpointing specific tasks—like bill payments, account checks, and basic updates—that could transition to kiosks without disrupting the core banking system. Early user research helped define the kiosk interface, emphasizing:

1. Clear, Accessible UI

Large, easy-to-read buttons and clear on-screen prompts were included to assist customers with different literacy and tech fluency levels.

2. Multilingual Support

Multiple language settings, coupled with straightforward navigation flows, helped users complete transactions confidently.

3. Real-Time Feedback

The kiosk interface synchronized with the bank’s back-end systems in real time, giving instant confirmations. This alignment minimized errors and user confusion.

• Reduced Wait Times: Shifting routine inquiries to kiosks decreased queue lengths, enabling staff to focus on complex customer needs.

• Round-the-Clock Banking: Customers accessed basic services anytime, boosting loyalty and convenience.

• Scalable Deployment: Based on pilot success, the bank expanded kiosks, maintaining consistent design principles for a cohesive brand experience.