your story inspires me to record some of my stories as well ’cause usability/experience issues are out there..
the atm designers and airport management should’ve thought about this situation.. but thinking takes time and time is money..right?
btw what do we call interface? is that only the gfx/content what we see on the screen.. i don’t think so.. and users know that and feel that, they just don’t say it out loud.. but it seems many clients/designers don’t feel/know/care.. it’s a shame
product and ux design must be combined with human touch and care + proactive design, caring client/designer, good communication, deep design ergonomics, personas and many many user testing etc
there..you got a comfortable ux even if you, the user didn’t notice