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This paper reports a successful implementation of a Human-Centred Design (HCD) approach, especially focused on accessibility, during the design and development of an online tool aimed to collect users' needs and preferences when using ATMs. It includes initial user research activities (e.g. desk research and field studies) as well as final user experience (UX) evaluations (e.g. user testing and surveys). Results showed an overall ‘Excellent’ UX with the online tool which was improved along the HCD process for the different user groups involved.
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