ABSTRACT
Problem: What is the best way to gain consumer acceptance for a solution to a banking problem?
This case describes a history of research that has been used to first introduce, then to develop and refine, bank ATMs. A brief overview of the types of research that have been used to address numerous issues that have arisen over the years since the introduction of ATMs is provided along with two specific studies: one from the first introduction, and the second for current upgrades of the system.
