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A Convergence Study on Initial User Experience of Mobile Banking Service

  • Journal of Communication Design
  • Abbr : JCD
  • 2020, 73(), pp.631-646
  • DOI : 10.25111/jcd.2020.73.45
  • Publisher : CDAK Society of Communication Design
  • Research Area : Arts and Kinesiology > Design > Visual Information Design > Information Design
  • Received : September 8, 2020
  • Accepted : October 26, 2020
  • Published : October 31, 2020

Hong, Sohyun 1,  Pan Younghwan 2

1국민대학교 TED 스마트경험디자인학과
2국민대학교

Accredited

ABSTRACT

As the finance industry's massive digital transformation accelerated, the center of gravity of the channel shifted from offline channels to mobile, resulting in a sharp increase in non-face-to-face transactions. However, due to the nature of financial apps, security, and privacy issue the preparation procedure remains complicated and tiresome until the first use of the service, leaving users baffled with difficulties. Therefore, this study sought to develop guidelines to help lower the initial entry barriers into the financial services and create a successful initial user experience by analyzing factors that significantly affect the user experience at the initial stage of the mobile banking service. As the first experiment for this, UX evaluation for the initial process of mobile banking service was conducted with ten users in their 20s and 50s through the UX curve and usability factor evaluation rating. By analyzing the factors affecting user experience, UI requirements to be considered at the initial stage were derived. After that, an improved prototype that reflects the derived UI requirements was produced, and the UX evaluation was conducted through the usability factor evaluation rating and in-depth interview as a second experiment to determine the effectiveness of the improved prototype. In this study, to reduce unnecessary processes in the initial stage of mobile banking service and improve accessibility, the initial user experience stage of the mobile banking service was defined by combining the membership registration and non-face-to-face account opening process and performing tasks in the same context. The initial user experience stage of mobile banking service is the first face-to-face service stage of Phase 1, user status identification stage of Phase 2, and lastly, the authentication and registration stage, consent writing stage, information input stage, card issue stage, and the first use stage of Phase 3. Also, the guidelines for each step were developed to provide a more efficient initial experience design for mobile banking services.

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