The Pillar ATM: NCR and community centered innovation

The Pillar ATM (automated teller machine) is an internal NCR concept that originated out of an investigation into low cost emerging markets. NCR is a leading self-service solutions provider manufacturing devices such as ATM's, kiosks and airline check-in terminals. As a corporation NCR have been active in this area for some time, building relationships with financial institutions, investors and universities. This has allowed NCR to develop various financial self-service devices that cater for the specific needs of this market. The Pillar ATM is a low cost device designed for a harsh exterior environment by all user groups including inexperienced and potentially illiterate users. In this paper we will show the lessons learned from how a multinational corporation can use design methods to gain insights from individual communities providing a solution that has the potential to influence global self-service markets. We will present the methods as they were used and the outcome that emerged, alongside evidence of impact and viability for gaining local knowledge that has global reach. The design for the Pillar ATM evolved through a series of projects that involved extensive field research in the Jari Mari and Tunga Goan slums of Mumbai, community workshops, user observation, digital ethnography and user testing.