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User-centered-design of a UI for mobile banking applications

Abstract:

A rapid increase in the number of smartphone users and wireless internet subscribers has brought about a digital revolution. Today, mobile devices serve not only as a medium of voice communication, but are also used to streamline daily activities. For instance, mobile banking allows clients to conduct financial transactions remotely using a mobile device such as a smartphone or tablet. As the influence of mobile technology continues to grow, financial institutions need to develop applications that guarantee customer usability. Ergo, there is a need to explore the role user interface design plays in enhancing the usability of a mobile application. This document describes the design and evaluation processes of the user interface of a mobile banking application that provides three functions: payments, balance inquiries and transfers. An experiment is carried out to test two different user interface prototypes. The prototypes differ in the implementation of Nielsen heuristics’ for user interface design. Prototype A is designed empirically, whereas prototype B is based on the application of Nielsen’s rules. Usability tests results demonstrate that cbkp_redit union customers appraise the user interface designed according to the heuristics as more usable than the empirical one.