On Enhancing Usability of Hindi ATM Banking with Multi-Modal UI and Explainable UX

The ATM penetration in developing nations is mainly limited by the inadequate digital literacy of users in relation to the UI/UX. There are many regional languages in India where Hindi is popular and corresponds to large demography (43.6 %) of users. Ironically, there is not much work in advancing the ATM UI for Hindi that can render it usefully towards a design which is - simple, error correcting or feedback capable and user - centric for weak users such as rural, elderly, laborers and new users. This paper proposes a novel framework referred to as explainable UI or XUI in Hindi that aims to enhance UX in terms of interpretability and inclusion of weak users. We integrate two most related and frequently performed tasks given by Cash Withdrawal and Balance Check in the XUI. The proposed Hindi XUI is implemented using HTML, CSS and Java Script and evaluated based on four UI features denoting PIN Entry, Transaction Type, Account Type and Amount Entry operations. The XUI simulated by us using touchscreen computer is tested for 34 weak and strong users. We formulate Usability - Gain as novel performance index to competitively evaluate XUI and Old UI. The experimental analysis quantifies Usability for XUI as 0.96 which is close to the upper limit of 1. Likewise, usability computed for OUI is - 0.66 which is close to lower limit of - 1. Lastly, the competitive performance of XUI vs. OUI as denoted by Usability - Gain is estimated as 1.62 and proves XUI is the winner.