User-Centric Design of UI for Mobile Banking Apps: Improving UI and Features for Better Customer Experience

TL;DR

This study explores user-centric design improvements for mobile banking apps, focusing on enhancing usability, security, and features based on user feedback and testing to boost customer satisfaction and adoption.

Contribution

It provides new insights into user preferences and pain points, proposing design strategies grounded in Gestalt principles to improve mobile banking UI and features.

Findings

High user dissatisfaction with current apps due to navigation and security issues.

Users desire more personalized interfaces and additional features like budgeting.

Design recommendations include better layout, security, and usability improvements.

Abstract

Financial management has been revolutionized by mobile banking, but increasing usefulness and satisfaction requires a better user experience. This study aims to provide an improved customer experience by offering user-friendly interfaces, and real-time notifications by user-centric design of mobile banking application UI. A survey was carried out on the target audience in which 81% of respondents to a study of 103 people said they regularly used mobile banking apps, while 77% said they had problems with the ones they were using at the time. Furthermore, 44.7% of respondents expressed unhappiness with the current solutions by depending on third-party apps like e-Sewa and Khalti for everyday transactions. Language obstacles, lengthy loading times, unclear terminology, and navigational challenges were among the problems found. With 84% asking for a budgeting function and 46% complaining about biometric authentication, users indicated a need for more individualized interfaces, improved customer service, and increased security. The study included Think Aloud testing, heat maps, and remote usability testing to determine user preferences and pain spots to solve these. Feedback from a wider audience was obtained informally through guerrilla usability testing. The results highlight how important it is for mobile banking apps to guarantee security, increase functionality, simplify navigation, and improve visual design. App grouping and layout can be further enhanced by utilizing Gestalt psychology concepts like closeness and symmetry. The goal of these user-centered insights is to promote greater happiness and adoption of mobile banking.