Human-Computer Interaction Based Usability Study of Mobile Banking Applications

Abstract

Mobile banking apps are really important to us in our lives especially in countries where more and more people are using mobile phones. Even though we use them all the time people still have a lot of trouble with these apps like it is hard to navigate and figure out how to do things. They do not have enough features to help older people or people with disabilities and the security measures are not clear and that makes people not trust them and not want to use them. We undertook a detailed analysis of the mobile banking applications through the HCI approach that studies interaction between users and computer systems. Multiple approaches have been used for the analysis of the applications, among which include heuristic evaluation that makes use of ten usability heuristics for determining user-friendliness. Other approaches included user testing whereby tasks are completed by the user and questionnaires filled out. Further, the applications underwent testing on various mobile platforms to determine their functionality and suitability. We ensured that there was diversity in our experiment through selection of participants of varied age, gender, culture, and proficiency in the use of technology. While conducting the test, we assessed the ease with which users could accomplish fundamental actions like logging into their accounts, viewing their balance, and making transactions. We also tested the ease with which users could accomplish more complicated activities such as setting up preferences and using the accessibility options available to assist disabled users. In the analysis process, we applied both quantitative and qualitative techniques, thus incorporating numerical information with user reviews. v From our findings, improved mobile banking interfaces were designed using Figma software, and then we proceeded to test these prototypes through user experience. The use of advanced technology such as biometrics (fingerprint and facial recognition), as well as voice commands, was explored as part of the research process. This project will help to guide future designers of mobile banking applications on how to design such apps successfull.