Based on the case explained, the specific characteristics of information systems that can be identified are:
1. Automation: The incident challenges the principle of automation in self-service technology (SST) systems like ATMs. ATMs are designed to be automated, allowing customers to perform transactions without the need for human assistance. However, the presence of an adult assisting an elderly customer indicates a departure from the expected automation.
2. Self-Service: ATMs are intended for self-service, where customers can independently carry out transactions such as withdrawing money. The incident highlights a deviation from this characteristic as the elderly customer required external help from the adult.
3. User Interface: The incident raises questions about the user interface of the ATM. The user interface should ideally be intuitive and user-friendly, enabling customers of all ages to navigate and complete transactions independently. The fact that the elderly customer needed assistance suggests possible challenges with the user interface design or the customer's familiarity with using the ATM.
4. Accessibility: Information systems should strive to be accessible to all users, regardless of age or physical abilities. The incident highlights the importance of ensuring that information systems, including ATMs, are designed to accommodate the needs of elderly or less tech-savvy individuals who may require assistance.
5. User Experience: The incident suggests that the user experience of the ATM may not have met the expectations of the elderly customer, resulting in the need for external assistance. This highlights the importance of designing information systems that provide a positive and satisfactory user experience to all users.
Overall, the incident challenges the expected characteristics of automation, self-service, user interface, accessibility, and user experience in the context of information systems, specifically in relation to ATMs.