A Systematic Literature Review of User Interface Personalization: Findings from Automated Teller Machines (ATM) and Related Domains

In the rapidly evolving landscape of technology consumption, users increasingly seek personalized experiences that extend beyond mere functional fulfillment. Personalization, which tailors user interfaces to individual preferences, has proven to enhance user satisfaction and engagement. Despite its advantages, the widespread integration of personalization remains limited across various frequently used product and service domains. Automated Teller Machines (ATMs), serving as a pivotal channel for numerous banking transactions, are favored by consumers for their convenience. However, the prevalent use of ATMs is often accompanied by a suboptimal user experience, primarily due to a neglect of user attitudes, perceptions, and knowledge in their design. In this sense, this study conducts a systematic literature review to identify personalization actions, challenges in implementation, and methodologies in the ATM domain and related areas to understand how they positively impact the user experience. For this, the protocol proposed by Kitchenham was followed. The findings underscore the importance of integrating user interface personalization seamlessly into the system to enhance user satisfaction and reduce average usage time. Moreover, the research highlights the challenges of incorporating personalization during development, emphasizing the need for careful selection of information sources and addressing concerns related to data privacy. The paper concludes by offering valuable insights into the state of personalization in the ATM domain, providing a foundation for future research to enhance user experiences in this critical domain.