Facebook post: https://www.facebook.com/yurabruskov/posts/10218012061112630
VK post: https://vk.com/@yurabruskov-kak-uluchshit-bankomaty-alfa-banka
A never-ending story.
I've been with Alfa-Bank for over 10 years. So the drill is pretty familiar. I rarely withdraw cash.
Insert card (or use Pay Pass)
Enter PIN
Select "Withdraw cash"
Select "Current account"
Hit "Other amount" because I want 3500 rubles
Enter 3500 and confirm
Get cash
This is insane—so many unnecessary steps. I understand there are technical limits everywhere, but surely we can do better.
The problem
Extra screens bog people down and create lines in branches. Even if there's no line, why waste time?
The most common thing people do at an ATM is withdraw cash. And it's almost always in rubles from their current account. You could set that as default. If they need something else, they can adjust it in settings, like now.
The solution
I walk up to the ATM and want to withdraw cash. Right away.
Yeah, I enter the PIN like usual.
On the main screen, just ask for the amount in rubles from the current account.
I enter 3500—the same place I just used for the PIN. The ATM understands I'm pressing the keypad and helpfully swaps out the extra buttons for the ones I need. I confirm. Done.
Three fewer screens. Problem solved!
P.S. Alfa-Bank, you're installing fancy new ATMs with pay-pass, but you've got the same mind-numbing screen navigation :(
I'll write you a letter soon :)
Probably they don't see the problem. Or fixing it would cost so much they don't think it's worth it for customer happiness.
Here's why:
I won't even notice that there's now a cool way to type in the amount I want to withdraw right from the start. You'd have to advertise and explain it.
I want to hit "Withdraw cash"—that's my clear goal—so everything else fades into the background. Older people might get paranoid (why does it suddenly want money from me?)
I still vote for the current account to be default. But those shortcuts I mentioned could happen after you tap "Withdraw cash".
#alfabank