Accessibility for Illiterates in the Current Brazilian Society
research on the target group carried in Brazilinterviews to understand their background, needs and wishesa closer look to the user's behavior when using the bankuser journey to the bank and touch pointsa gap between the user and the bank serviceunderstanding their 'visual dictionary'how this service should be structured and designedexploring the first ideas that already includes a few bank transactionsfeedback from users about the first contact with the servicedeveloping further the concept behind the servicethe information they are able to understanddetailed interface so the users could experience itthe contact points of user with the servicethrough tasks they could interact with the service's appthe service at home or at the bank: the mobile as a remote controla few screenshots of the service's interfacefor a world more accessible to all

Abstract

The objective of this project is to approximate the functional illiterates population to the society within the Brazilian banking service in a more accessible way: through their personal mobile phones. It aims to enhance the social integration of the illiterate people by experiencing this service developed through a process focusing on their feedback, wishes and expectations augmented with the designer’s background.

The mobile phone it is quite accessible in developing countries, like Brazil, and counts on technology that enhances the user's interaction; the banking service is a facilitator concerning the economic life of any citizen. Both aspects were the starting point of this project due their importance in the everyday life and relevance for a person’s autonomy.

My personal goal is also to use this project to alert the society about the issues regarding the social life of an illiterate – their difficulties and fears towards daily situations – through a consistent project that can be used as a reference to develop products and services towards this group of potential users.

Inspiration and Method

Education is a right of every human being and, nevertheless, around 73% of Brazilians had no opportunity of accessing quality education in their lives. Illiteracy does not only limit a person's comprehension of the world but also his fully integration in the society. This difficulty also limits their capability of using ATM machines, forcing them to rely on other people's help to access the bank service.

Based on an ethnographic research, the project was conducted in Brazil with the objective to better understand the target group and their issues regarding the bank service and their expectations as citizens. It was carried out through interviews, field observations and innumerous recognition tests, mock-ups and user tests. In addition, the process also included brainstorm and ideation sessions, just as meetings with the bank’s team.

Result

The project’s concept was defined through the information gathered within the entire process resulting in three main aspects: interaction, feedback and content.

The service is an application for touch screen smartphones, relying on its intuitiveness. It can be used at home or as a remote control to communicate with the ATM machine through the NFC technology, due to its level of security. The transactions were defined by the user’s necessity (withdrawal, payment, deposit, balance, transfer and print receipts) all structured in a step-by-step path to facilitate their understanding. In addition, the buttons used realistic drawings representing each transaction, plus a few words and well-known symbols to assist the interaction. Finally, to bring it closer to the user’s reality, it also includes a voice reader and feedback as a way to make the user to feel more comfortable.

Thus, the final result was self-driven throughout the project’s process, as it was developed amongst the users through their feedbacks, and stakeholders, through their inputs and information knowledge. However, the result presented here is still in process of refinement and detail due to the need for further testing in a real context.