2.4 When deploying more than one version of a terminal, ensure that the user interfaces are similar

If a service is delivered through a number of different terminals, they should use a similar presentation and interaction style. The layout of controls and keypads and the location and orientation of slots or dispensers for cards, money, tickets or receipts should be the same on each version of the terminal. Having completed a task on one terminal, the user should be able to complete the same task on a different terminal by carrying out a similar sequence of steps.


" A friend taught me how to use the ATM near my office but I can't use any others because they all seem to work differently. " - bank customer

People with cognitive or learning disabilities find it difficult when the presentation, interaction style or task flow varies. If there is no consistency between different terminals, users will have to repeatedly relearn the procedure.

" The layout of the number keys themselves always follow the same order but you'll often find the Enter key is in a different place. " - bank customer

Consistency is also vitally important for users who have difficulty perceiving the instructions and controls. Memorising a routine sequence of button presses to withdraw cash is the main strategy employed by blind ATM users. If the position of buttons is different from one terminal to another, their standard sequence is of no use to them.

Directions and Techniques

Adhere to standards

Achieve consistency with other public access terminals by using international or industry standards wherever possible. Standards exist for such things as symbols (e.g. ISO 7000 & 7001), colours and keypad layouts.

Use the telephone layout for keypads, rather than the calculator layout

The telephone layout is recommended as the standard for public access terminals. Using this layout will ensure the most consistency with other terminals.

How you could check for this:

There are no specific test methods recommended for this guideline.