Takeaways
Conclusion
Based on users thoughts and opinion regarding the mobile banking app,
there are 2 main aspects to consider on further research or improvement,
they are technical issue & interface design.
Since transaction is the vital activity when using the app,
technical issue should be the first prioritize in improvement.
Interface design can be placed on the next line.
A Note
Additional Findings from Most Used Digital Banking
Some users surprised (in a good way) because Livin by Mandiri improved its app features so well.
A lot of BCA Mobile Banking users gave complaints on how old and unattractive the UI is. Several users think its fine to have outdated UI. Some aware that even though the UI is outdated, it’s for easy-to-understand purpose.
There’s also some comments regarding BNI UI.
Apps version: August 2022
User’s Thoughts about the Digital Banking UX
Post-It
Feature
Providing instruction
for parents or elders
Technical
Issues
Interface
Design
Research Perspective
Research Result Prediction
I had a prediction that the digital banking apps will resulted in high usability issue because of poor UI design to the point that it annoys the customer while using it. But surprisingly there’s a gap between the answer of scale question and feedback question regarding digital apps they used.
Based on the analysis of the responses, most respondent agree that
they are satisfied using it. In the questionnaire answer, they shared that the apps are useful and easy-to-use. However, there are advice from the users on the Post-It below.
Research Perspective
Quantity of Research Object
I saw the opportunity to increase the quantity of research object from 3 digital banking apps to more than 3 apps. The goal was to get additional insights from respondent who has multiple accounts for different digital banking. For instance, 1 respondent, who owns > 1 accounts, is expected to provide their opinion regarding their experience on different bank services. In the end, this helps to identify areas that need further research in the future.
Rationale
Why Usability Analysis?
According to Interaction Design Foundation, usability is 1 out of 7 factors that giving influence on user experience. Furthermore, usability is an important factor to determine whether an app is easy-to-use or otherwise. Lack in usability aspect can hold users or customers to achieve their goal and also give impact on their satisfaction level while using the app.
🔍
The Root
Problem: Unsatisfied Experience
Based on sentiment analysis research,
there are negative sentiment analysis on 1 out of 3 digital banking apps
in Indonesia that give bad user experience to the customers.
About the Project
Duration
6 months (June - December 2022)
Role
UX Analyst
Tools
Microsoft Word
IBM SPSS
Figma
This research journal is intended to accomplish the qualification
of obtaining Bachelor's Degree of Information System at
Universitas Kristen Satya Wacana. Initiatives on usability research appeared
because of my interest in learning User Experience and also supported
by the lecturer.