Introduction
The purpose of this short user experience research report is to evaluate the user experience of the mobile banking application. The research was conducted with a sample of 83 participants who were asked to perform tasks on the mobile banking application on Android and Apple devices and provide feedback on their experience.
Methodology
The research was conducted using a mixed-methods approach that included both quantitative and qualitative data. Participants were asked to complete a series of tasks on the mobile banking application, after which they were asked to complete a survey, and some were asked to take part in a focus group discussion.
Findings
Overall, the mobile banking application was found to be user-friendly and easy to use. However, there were some areas where the application could be improved.
Navigation and Layout
While participants generally found the navigation and layout to be intuitive and easy to understand, some participants noted that certain features were not easily discoverable. For example, the “Transfer” feature was not prominently displayed on the home screen, and some participants had difficulty finding it.
Additionally, some participants found the layout to be cluttered and overwhelming, with too many features and options on the home screen. This made it difficult for some users to find what they needed quickly and easily.
Functionality
Although the mobile banking application was found to be highly functional, some participants noted that certain features were missing or difficult to use. For example, some participants had difficulty setting up recurring payments, and others found the process of adding a new payee to be confusing.
Additionally, some participants noted that the application did not offer certain features that they would expect from a mobile banking application, such as the ability to open a new account or apply for a loan, features that are found on the bank’s website.
Usability
While the mobile banking application was found to be highly usable overall, some participants noted that certain features were not as easy to use as they could be. For example, the “Contact Us” feature was buried within the settings menu and not easily discoverable. Some participants also found the process of navigating through the application to be confusing, inconsistent and very different from the website navigation/
Customer Support
Although participants appreciated the customer support offered by the mobile banking application, some noted that the response time for customer service inquiries could be improved. Some participants reported waiting several hours to receive a response to their inquiries, which they found frustrating and inconvenient.
Conclusion
Overall, the user experience of the mobile banking application was positive, but there were some areas where the application could be improved. Participants appreciated the application’s ease of use, security features, functionality, and customer support. However, the research findings suggest that there are certain areas of the application that could be improved to enhance the user experience.
Specifically, the application could benefit from improved navigation and layout, with a focus on making key features more prominent and reducing clutter on the home screen. Additionally, the application could be improved by adding certain features, such as the ability to open a new account or apply for a loan, and by making existing features, such as recurring payments, easier to use.
Usability could be improved by making certain features more discoverable and consistent across the application, and by addressing inconsistencies in the navigation and layout. Finally, the application could benefit from improved customer support, with a focus on reducing response times and providing more convenient and accessible support options.
These issues could be addressed in future updates to the application, and doing so would likely result in an even more positive user experience for customers.