The Journey Behind a Single ATM: The Story of the Developers of Seven Bank ATMs
Seven & i Group provides products and services that support people’s daily lives. However, delivering these to customers requires the collaboration of various partner companies. In our series "A Journey to Weave Tomorrow," we introduce the stories of those who walked together, striving to reach places no single company could reach alone.
This time, we trace the journey of Seven Bank and NEC (Nippon Electric Company) in building the now-familiar sight of ATMs inside convenience stores.
The First-Generation ATM: A Beginning Rooted in Customer Needs
Mizumura, Head of ATM Solutions at Seven Bank
In the late 1990s, customer surveys at Seven-Eleven Japan revealed that the most requested service was the installation of ATMs. Responding to this need led to the birth of Seven Bank.
"There were skeptics who said that putting ATMs in convenience stores wouldn’t be a viable business, but for us, the most important thing was to meet our customers’ needs."
says Mizumura, Head of ATM Solutions at Seven Bank.
Seven Bank was launched with the goal of building a new financial infrastructure.
Looking back, Ms. Kosada, Director at NEC’s Financial Systems Department, recalls:
"We couldn’t just replicate traditional bank ATMs as they were."
Ms. Kosada
There is a memorable statement from Seven Bank’s first chairman, Mr. Anzai: ‘An ATM is a product, and having an ATM out of service is the same as having an out-of-stock product. That’s why it must never break down.’
Ensuring 24/7 maintenance and operational support was a significant challenge. However, at NEC, we approached the project with the mindset that we were creating a product, not just a machine.
Mizumura
At bank branches, there are usually three to five ATMs, sometimes even ten. If one breaks down, the others can cover for it. But in the limited space of a convenience store, we can only place one ATM. That means failure is not an option.
To minimize this risk, they boldly removed certain features like the use of bankbooks and coin transactions. The design was also made compact. While still classified as an ATM, the concept was completely different from conventional machines.
Ms. Kosada
Even the way to open the safe is completely different. While most ATMs are opened from the back, he/she (referring to the Seven Bank ATM) is designed to be opened from the front.
Mizumura
I know how you feel when you tend to personify ATMs! To us, they are like our children.
The Second-Generation ATM: Aiming for Greater Usability
While the first-generation ATM was highly durable, its bill reading speed was only one note per second. Though reliable, it left customers wanting more efficiency.
Mizumura
We couldn’t let our customers feel inconvenienced.
Thus, development for the second generation began immediately, even before the company had recovered its investment in the first generation — which I thought was a bold decision for the business.
Released in 2005, the second-generation ATM significantly improved bill reading speed. Another major innovation came in 2007: the introduction of voice-guided transactions, made possible with NEC’s support.
The ATM’s built-in intercom system was a key feature of this upgrade.
Ms. Kosada
We worked on this with visually impaired NEC employees to develop the voice guidance system, engaging in numerous discussions to refine it. What really impressed me was Seven Bank’s relentless pursuit of making their ATMs accessible to everyone.
Mizumura
It all started with a letter from a visually impaired customer asking us to introduce it. But since our mission is to build social infrastructure, this wasn’t seen as anything extraordinary for us.
Beyond Usability: The Evolution of the Third-Generation ATM
The second-generation ATM maintained 24/7 stability while significantly improving user experience. But the journey didn’t stop there.
The third-generation ATM, introduced later, reduced power consumption by 40%, lowering its environmental impact while further enhancing the user experience.
Mizumura
With this generation, we aimed not just for an ATM that works, but for one that feels comfortable to use. We focused on a clearer screen, simpler operations, and an overall more pleasant interaction. This involved a complete redesign.
Ms. Kosada
Unlike bank ATMs, which have staff available for assistance, convenience store ATMs need to be completely intuitive. So we introduced several improvements to make them even easier to use intuitively.
Mizumura
One of the key improvements was the font size. We wanted the text to be readable for everyone. Another major focus was the keypad.
We meticulously fine-tuned the keypad’s feel—its depth, size, and weight—through repeated testing. We must have tested it like sommeliers tasting fine wine.
You could search all the banks in the world, and I doubt that you can find people who were obsessed over an ATM’s keypad like us!
Towards the Future: The Fourth-Generation ATM and Beyond
orn from customer needs, Seven Bank’s ATMs have continued to evolve. The fourth-generation ATM, launched in 2019, represents a new era, going beyond basic banking functions.
Mizumura
This model can read My-Number cards and driver’s licenses. When combined with facial recognition cameras, it enables identity verification. In the future, ATMs enable users to open accounts or update their addresses directly.
However, our goal isn’t just to automate teller services mechanically. We aim for an experience that feels closer to human interaction—somewhere between a staffed bank counter and a smartphone app.
Ms. Kosada
Eventually, we’d like to leverage AI to provide personalized screens and services tailored to each customer.
For example, seniors could be offered a simpler, more readable interface. If a user is really struggling, the ATM could automatically connect them to a call center.
Ms. Kosada
I’m both a developer and a user of these ATMs. In my daily life, when I often think, ‘Wouldn’t it be great if we could do this at a Seven-Eleven ATM?’ I want to create services that bring small moments of happiness to people.
Mizumura
Ms. Kosada is amazing—she’s always thinking alongside us. We’ve been working together for nearly 20 years, and that hasn’t changed. If I let my guard down, she’ll keep coming up with new ideas before I do!
It’s not just Ms. Kosada, but everyone at NEC approaches this project with the mindset of a banker. Having such strong partners is one of Seven Bank’s greatest strengths. We are truly grateful!
Ms. Kosada
There’s no greater joy than seeing something we helped create being embraced by society. We are the ones who should be thanking you. We look forward to continuing to exceed your expectations!
Bound by unwavering trust, Seven Bank and NEC will continue their journey together, striving for an even better tomorrow.
This text has been translated using an automatic translation tool.
