Diebold Nixdorf: Modernizing a Legacy Marketing Application

In 2020, Diebold Nixdorf initiated an enterprise wide customer service transformation. As part of this initiative, focus was placed on redesigning a legacy ATM marketing application that was widely used by customers and also received many requests for updates and improvements.

In this case study, learn how Diebold Nixdorf partnered with HatchWorks for its software redesign and modernization expertise. In working towards developing the new solution, HatchWorks began its strategy development by conducting customer research to understand user needs and processes. From there, HatchWorks’ designers created updated process flows and wireframes of potential screens for the reimagined product, helping simplify the steps from a functionality and technical standpoint to enable customers to easily create marketing campaigns. The new design also had to work within hardware confines such as ATM screen size, as well as ensure integration with other legacy systems. Customers who volunteered to test the new design shared extremely positive feedback, with the average usability score at more than 83%, compared to 31% for the existing ATM marketing solution.