As digital-first behavior reshaped customer expectations, Diebold Nixdorf’s New Product Incubation team was challenged to reimagine the ATM experience. Diebold's advanced self-service machines were functionally powerful—capable of nearly all teller-based transactions—but lacked a user experience that made this power feel intuitive or accessible.
 

Through extensive research and journey mapping, we uncovered key pain points around clarity, confidence, and emotional friction at the ATM. Our work focused on bridging the gap between functional capability and user perception, leading to new interaction paradigms and interface concepts that prioritized simplicity, guidance, and trust.
 

This design-led initiative helped Diebold Nixdorf shift from engineering-driven product evolution to customer-centered innovation—positioning this concept exploration as a goal-post for the next generation of more intuitive, relevant, and competitive ATM offerings in an increasingly digital financial ecosystem.