diebold nixdorf ATM Maintenance app:
Streamlining Service for Smarter Maintenance
Problem
Diebold Nixdorf, a global leader in financial and retail technology, relied on ATM technicians to generate automatic reports using voice recordings. However, technicians often forgot to disable voice recording during their work, leading to reports filled with irrelevant background noise or conversations. This resulted in unprofessional reports that sometimes harmed the company’s reputation.
Goal
The team aimed to develop an app that streamlined the report generation process, ensuring accuracy and professionalism while minimizing manual data input for technicians. The solution needed to seamlessly integrate into their workflow, reducing errors and improving the overall quality of reports.
My Role
As the UI/UX designer, I participated in on-site meetings with the Diebold Nixdorf team to understand their challenges and requirements. I designed an intuitive solution that improved workflow efficiency and ensured high-quality reports.
Defining the user flow for this project was straightforward, as Diebold follows a linear maintenance process with clearly defined steps that technicians follow in sequence. We broke down this process into nine different steps, ensuring that each stage aligned with the technicians’ workflow.
The main challenge, however, was mapping conditional paths—certain steps could be skipped based on previous selections, requiring a flexible yet structured navigation system that maintained efficiency without compromising accuracy.
The Excel document maps out all the predefined logic and options for ATM maintenance, ensuring the app addressed every scenario technicians might encounter.
The two screenshots display the interactive prototype created using Kony Visualizer, which enabled fast prototyping, allowing the team to experience the app’s functionality early and provide feedback.
The resulting app:
The app replaced voice recordings with structured, predefined options that technicians could select to describe issues, actions taken, and solutions implemented. This ensured:
Streamlined Reporting:
Faster and more accurate report generation by minimizing manual data input.
User-Friendly Experience:
Designed with intuitive workflows to guide technicians step-by-step, minimizing errors and saving time.
Professional Reports:
Eliminated reliance on voice recordings, ensuring reports were accurate and free of irrelevant content, improving the company’s reputation and the technicians’ performance.
This app successfully addressed the challenges in the reporting process, empowering technicians and Diebold Nixdorf with a reliable tool.
