@article{ART003231058},
author={Ru Mi Kim and Seung In Kim},
title={A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking},
journal={Industry Promotion Research},
issn={2466-1139},
year={2025},
volume={10},
number={3},
pages={207-214},
doi={10.21186/IPR.2025.10.3.207}
TY - JOUR
AU - Ru Mi Kim
AU - Seung In Kim
TI - A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking
JO - Industry Promotion Research
PY - 2025
VL - 10
IS - 3
PB - Industrial Promotion Institute
SP - 207
EP - 214
SN - 2466-1139
AB - With the widespread adoption of mobile financial applications, chatbot systems have become increasingly common. However, the overall user experience still requires improvement. This study analyzes the impact of chatbot UX writing on usability, emotional response, and trust in three major financial applications—Toss, KakaoBank, and KB Star Banking—and examines how chatbot interactions shape brand perception. To explore these effects, in-depth interviews and user task experiments were conducted with eight participants aged 20–40 who actively use mobile financial services, evaluating their chatbot experience and the influence of UX writing. The findings reveal that a lack of understanding of financial terminology and an excessive number of choices lead to user fatigue, highlighting the need for phased information delivery and explanatory support for technical terms. Emotional elements enhance user experience only when usability is high, underscoring the importance of chatbot reliability and clarity in shaping brand perception. Therefore, financial brands should view chatbots not merely as customer support tools but as a digital front essential to their overall UX strategy.
KW - User Experience;Chatbot;UX Writing;Finance Application;FinTech
DO - 10.21186/IPR.2025.10.3.207
ER -
Ru Mi Kim and Seung In Kim. (2025). A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking. Industry Promotion Research, 10(3), 207-214.
Ru Mi Kim and Seung In Kim. 2025, "A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking", Industry Promotion Research, vol.10, no.3 pp.207-214. Available from: doi:10.21186/IPR.2025.10.3.207
Ru Mi Kim, Seung In Kim "A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking" Industry Promotion Research 10.3 pp.207-214 (2025) : 207.
Ru Mi Kim, Seung In Kim. A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking. 2025; 10(3), 207-214. Available from: doi:10.21186/IPR.2025.10.3.207
Ru Mi Kim and Seung In Kim. "A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking" Industry Promotion Research 10, no.3 (2025) : 207-214.doi: 10.21186/IPR.2025.10.3.207
Ru Mi Kim; Seung In Kim. A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking. Industry Promotion Research, 10(3), 207-214. doi: 10.21186/IPR.2025.10.3.207
Ru Mi Kim; Seung In Kim. A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking. Industry Promotion Research. 2025; 10(3) 207-214. doi: 10.21186/IPR.2025.10.3.207
Ru Mi Kim, Seung In Kim. A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking. 2025; 10(3), 207-214. Available from: doi:10.21186/IPR.2025.10.3.207
Ru Mi Kim and Seung In Kim. "A Study on User Experience of Chatbot UX Writing in Financial Applications : Focusing on Toss, KakaoBank, and KB Star Banking" Industry Promotion Research 10, no.3 (2025) : 207-214.doi: 10.21186/IPR.2025.10.3.207
