Design Research Methodology RES60604 // Final Compilation
30.08.2022 - 04.12.2022 // Week 1 - week 14
Lim Yi Xvan 0354552
Bachelor of Design in Creative Media
Design Research Methodology RES60604
Final Compilation & Reflection Link:
https://docs.google.com/document/d/1CM65A8v7rz5xzx91YG9uL4w5Pw1QQ2ilr8aCh1e-ICI/edit?usp=sharing
Introduction
Research Proposal
Presentation Google Drive:
https://drive.google.com/drive/folders/1hLqd9KmR62W3SFwCSPMzEDZoXfOLtaT8
Research Theme
UI/UX Design of the Applications in Malaysia
Research Topic
UI/UX Design of Mobile Banking Applications for the engagement of Malaysian
subscribers on the elderly group.
Research Problem
The lack of confidence among elderly for mobile banking experience so much
more certain weaknesses in the UI/UX have discouraged their engagements.
Rationale
As the evolution of technology, many businesses have slowly generated into
both physical and digital platforms. Everyone has benefited greatly from
smartphones thanks to their wide range of accessibility for mobile
applications (Ubam et. al, 2021). Especially in the COVID-19 pandemic and
lockdowns period, everything has switched to online and can be done via
devices such as mobile phones and computers including mobile banking
services. The purpose of this act is to bring convenience for us to carry
out any banking services through our mobile at anywhere or anytime. Based on
a case study of Electrical Engineering and Informatics ICEEI (2021), about a
research on the area of UI/UX designs of mobile banking applications in our
country, although these applications are meant to be comfortable for them to
use, it can occasionally be difficult for Malaysian users in the older
generation to proceed with transactions or services using them. Due to trust
issues and the lack of quality of UI/UX designs of the mobile banking apps
such as the layout design of the menu, icon used for display, text size or
language used make the seniors hard to monitor and understand when using it.
The fact is that the majority of elderly actually need assistance using
their smartphones. Hence, in order to uncover ways to make mobile banking
applications' UI/UX designs better so that they are also user-friendly for
seniors, I would like to do research on the UI/UX designs of mobile banking
applications in Malaysia.
Problem Statement
Due to Covid-19, the digital revolution has evolved in all facets of global
industry. Customers have stopped going to bank branches to use financial
services because they are afraid of the pandemic. Hence, a greater number of
customers tend to use online banking as an alternative (Mondres 2020). The
adoption of new technologies was recognised by banks as being crucial to
successfully marketing their products and services. Consequently, the
necessity for implementing technology in a number of areas, which includes
banking, the advancement of banks' achievements, the provision of diverse
banking services, the reduction of wasteful consumption, and the achievement
of efficient production are all influenced by the development of technology.
Online banking has quickly expanded due to a number of factors, such as the
protection of customers' banking services, low cost, competitive advantages,
and ease of use by users in remote areas. (AlSharafi, Arshah, Abo-Shanab,
& Elayah, 2016; Montazemi & Qahri-Saremi, 2015). The UX design of
Malaysia's online banking applications, however, is a mix of advantages and
disadvantages for the elderly user's experience. Prospective users'
inability to get started and their frustration and confusion with
contemporary online banking are the two biggest obstacles to the usability
of online banking. The effectiveness of the user experience determines
whether the system is adopted or approved by the senior users. (Ubam et. al,
2021). The study's conclusions by Gan et.al (2006) imply that service
quality aspects (reliability, assurance, and responsiveness) and user input
elements (control, enjoyment, and intent to use) have an encouraging effect
on elderly consumers' propensity to use online banking. This suggests that
consumers' decisions to use online banking will be positively influenced by
the level of UI/UX design quality, the independence and flexibility
associated with online banking, and the satisfaction that may be obtained
from using online banking. Moreover, using online banking applications still
presents a number of difficult problems, including one that should be taken
into consideration which is client trust.(AbuShanab & Talafha, 2015;
Roy, Kesharwani, & Singh Bisht, 2012). The risk of a third party
accessing personal information has a detrimental impact on a consumer's
propensity to use online banking. The outcomes of this study corroborate
earlier findings that elderly group of consumers had negative attitudes
towards online banking (MACFEA, 2019). Prior research on online banking
emphasized the importance of building trust with
customers in order to get their acceptance and use of such online banking
services. According to this finding, elderly users value secure transactions
but would rather choose a quick and simple verification method. Besides, the
majority of respondents have poor vision, which explains their preference
for senior-friendly UI features like larger buttons, cleaner backgrounds,
and changeable text sizes and colors. Therefore, we contend that the
requirements of elderly users must be taken into account while designing the
UI/UX for these jobs. The recommended aspects, as identified in the
findings, such as quick loading times, security, and senior-friendly UI
components, must be incorporated into the final design (Ubam et. al, 2021).
Research Objectives
- To understand the constraints faced by elderly on their engagement in mobile
banking.
- To identify the features that enhance the engagement in mobile banking.
Research Questions
- How can the quality of UI/UX designs be improved to increase the user
engagement of Malaysia’s mobile banking?
- How does the UI/UX designs in mobile banking applications affect the user
experience of the elderly group?
- How can UI/UX designs solve seniors users’ trust issues in using mobile
banking applications?
- What's the constraints most faced by the elderly in their engagement of
mobile banking?
References
Al-Sharafi et. al (04 June 2018). The Impact of Customer Trust and
Perception of Security and Privacy on the Acceptance of Online Banking
Services: Structural Equation Modeling Approach and Scholar UK
https://scholar.ptuk.edu.ps/bitstream/123456789/189/1/THE%20IMPACT%20OF%20C
STOMER%20TRUST%20AND%20PERCEPTION%20OF%20SECURITY%20AND.pdf
Yun Kyung Oh et. al (29 February 2022). What Improves Customer Satisfaction
in Mobile Banking Apps? An Application of Text Mining Analysis and Asia
Marketing Journal
https://amj.kma.re.kr/cgi/viewcontent.cgi?article=1581&context=journal
Ubam et. al (31 October 2021). User Interface/User Experience (UI/UX)
Analysis & Design of Mobile Banking App for Senior Citizens: A Case
Study in Sarawak, Malaysia and Research Gate
https://www.researchgate.net/profile/Irwandi-Hipiny/publication/356551717_User_InterfaceUser_Experience_UIUX_Analysis_Design_of_Mobile_Banking_App_for_Senior_Citizens_A_Case_Study_in_Sarawak_Malaysia/links/61ada46d29948f41dbcb7168/User-Interface-User-Experience-UI-UX-Analysis-Design-of-Mobile-Banking-App-for-Senior-Citizens-A-Case-Study-in-Sarawak-Malaysia.pdf
Nizar Souiden et. al (28 December 2020). Mobile banking adoption: A
Systematic Review and International Journal of Bank Marketing
https://www.emerald.com/insight/content/doi/10.1108/IJBM-04-2020-0182/full/html?skipTracking=true
Critical Review
Google Drive Link:
https://docs.google.com/document/d/11SPxW57s3bPtjm1_BN1BEXbDog0wXbGEk_0ekAqboMI/edit?usp=sharing
Karim M et. al (2020). Determining intention to use smartphone banking
application among millennial cohort in Malaysia. International Journal of
Management and Sustainability vol 9 issue 1 43-53.
https://www.mendeley.com/reference-manager/reader/68dd89df-789f-31bc-a58f-22a8bbe55056/41383654-da8f-2955-5cb6-0cf84eaf9005
Ubam E et. al (2021). User Interface/User Experience (UI/UX) Analysis Design
of Mobile Banking App for Senior Citizens: A Case Study in Sarawak,
Malaysia. Proceedings of the International Conference on Electrical
Engineering and Informatics pp. 1-6
https://www.mendeley.com/reference-manager/reader/d2c8a2ec-7835-3cb7-8a4e-d11d3c62629d/394b08a1-3bf3-d989-2a8c-6cca0b40d951
Oh Y et. al (2022). What Improves Customer Satisfaction in Mobile Banking
Apps? An Application of Text Mining Analysis. Asia Marketing Journal vol 23
issue 4.
https://www.mendeley.com/reference-manager/reader/57e21313-d9d6-3fda-9a6e-17b4c82479fd/05bbc5a1-510e-07bf-0bff-66897352643d
Rehman Z et. al (2019). Mobile banking adoption and its determinants in
Malaysia. International Journal of Innovative Technology and Exploring
Engineering vol 9 issue 1.
https://www.mendeley.com/reference-manager/reader/72336b8c-9a22-31db-8790-0e533c7af24a/6d51dd1d-5509-da55-4124-8aa56683c875
Salman H et. al (2018). Usability Evaluation of the Smartphone User
Interface in Supporting Elderly Users from Experts' Perspective. IEEE Access
vol 6.
https://www.mendeley.com/reference-manager/reader/fc6c3895-c0a5-30bb-8b79-a924d04a1045/65da7ab3-3e6c-b451-5cdb-bf0e012d3715
Introduction
The Covid-19 outbreak has changed Malaysian consumer banking practises and
brought attention to the increased demand for connectivity and technology to
improve the lives of those adjusting to the new normal.Banking customers are
increasingly choosing mobile banking over physical bank offices as safety
remains a top priority that has impacted the way we conduct business.
Although these changes in consumer behavior have been a long-term trend over
the past ten years, the epidemic has undoubtedly sped up the years-long
process of banking digitalization into a matter of months. The population of
several nations was kept inside their houses during the lockdown period to
stop the virus's spread, and out of necessity, the elderly started
experimenting with mobile and internet banking more and more. However,
providing banking services to the elderly comes with a number of
difficulties related to some of the elderly's physical infirmity, the wide
range of incomes and property ownership among members of this consumer
group, and the propensity of many elderly people to feel uncomfortable with
new technology. Older internet users who have limited technological exposure
and experience may find themselves at greater risk of becoming victims of
cybercrime, especially fraud and scams, or distributors of misinformation on
social media. According to reports, some seniors struggle to locate the
right information, direction, and help since they are unfamiliar with terms
like cashless and online payments.
The belief that we are to blame when an app doesn't work may be a product of
Malaysian culture. But it's not; the fault is frequently with the design.
Once the desired functionality is achieved, system designers frequently stop
working on their designs and don't give usability much consideration. For
instance, I've seen a lot of apps where the home page has every feature
imaginable. Some specialists might be able to use this, but the elderly
won't be able to. The elderly will frequently seek financial products that
offer monthly incomes, low risks, simplicity, and ease of understanding, yet
are not age-restricted.
Summary
These 5 articles discussed the mobile banking applications in Malaysia and
its adoption and engagement among the users and also the group of the
elderly. The impact of smartphones on our culture and on our daily lives is
enormous. Over time, there have been more and more banking applications for
smartphones. Everything is now done online, including mobile banking
services, as a result of the COVID-19 pandemic. Many millennials have
switched from online banking to mobile banking apps as a result of the
growing popularity of these applications. However, the majority of
smartphone applications are difficult for an elderly person to operate.
Because they are unfamiliar with the app's layout and flow, some seniors in
Malaysia choose not to utilize mobile banking applications. With the help of
a mobile banking software, this study will analyze the user interface and
user experience (UI/UX) needs of elderly citizens in Malaysia. From the
first article “Determining intention to use smartphone banking application
among millennial cohorts in Malaysia” by Karim M et. al, readers are able to
review how to identify the factors that influence millennials' behavioral
intention to use smartphone banking apps. The technology acceptance model
(TAM) serves as the foundation for the research framework. Next from the
second study case reviewed by Ubam E et. al named “User Interface/User
Experience (UI/UX) Analysis Design of Mobile Banking App for Senior
Citizens”, readers are allowed to prioritize which features when designing a
mobile banking app to accommodate senior users as a questionnaire split into
5 sections which are demographic, technology background, task, task rating,
and preferences was used as a quantitative research tool in this study.
Therefore, the article by Oh Y et. al, named “What Improves Customer
Satisfaction in Mobile Banking Apps?” derive critical quality dimensions
such as usability, convenience, security, and customer service to determine
the factors that improve customer satisfaction in the mobile banking app
service. Then, the writer also reviewed the article “Mobile banking adoption
and its determinants in Malaysia. International Journal of Innovative
Technology” by Rehman Z et. al, it guided the readers to reveal a
significant and positive relationship between perceived ease of use,
usefulness, and attitude toward mobile banking in Malaysia, as well as a
significant and negative relationship between privacy risk, security risk,
and attitude toward mobile banking. Lastly, in the last paper for the
critical review “Usability Evaluation of the Smartphone User Interface in
Supporting Elderly Users from Experts' Perspective” by Salman H et. al,
declared that currently available smartphone user interfaces (UIs) designed
do not appear to be optimized for a better accommodation for the elderly
users. With this paper reviewed, we are able to identify potential usability
issues among elderly adults when interacting with a smartphone's UI, and
recommend UI design improvements.
Main Body
Determining intention to use smartphone banking application among millennial
cohort in Malaysia
The first article has discussed the factors influencing millennials'
behavioral intention to use smartphone banking apps. Mobile banking is
defined as a channel in which a customer interacts directly with a bank
using mobile devices such as a smartphone. The current study employs Davis's
(1989) extended Technology Acceptance Model to fill gaps in the Theory of
Reasoned Action (TRA) developed by Fishbein and Ajzen (1975). TAM variables
that predict information system use include perceived usefulness (PU),
perceived ease of use (PEU), behavioral intention to use (BI), and actual
use (AU). As a result, the TAM model was expanded in this study to
investigate additional factors. However, the following sections will
highlight the study's objectives, literature review, and development of the
proposed model, methodology, and suggestions for further research, as well
as the conclusion. The primary goal of this paper is to look into the
factors that influence millennials' willingness to use mobile banking apps
as a payment method.
To achieve the study's specific goal, five variables as mentioned above were
chosen to examine their effects on behavioral intention. The remaining paper
is divided into five sections: literature review, research methodology,
results and findings, limitations, and future research directions. To
express the level of agreement among the respondents, the author used a
five-point likert scale to measure all of the measurement items. The final
section of the questionnaire requested respondents' demographic information,
such as gender, age, ethnic group, monthly income, and preferred bank
application. A total of 310 questionnaires written entirely in English are
collected from the Klang Valley area of Malaysia, but only 262 are chosen
for data analysis. Data is gathered through an online survey and
face-to-face distribution in January till February 2020. The target
respondents were those who had used smartphone banking apps for a long time
and had used them at least once.
The structure of this paper is being constructed in a good order with clear
title stated above and detailed explanations are also given with the
following tables and charts. The datas and analysis are all provided in
figures which can let the readers clearly understand. However, the age range
that took part in this is too small, which I think should also include the
group of people with a larger age range like 40-59. Also, no reasons were
provided by the users on why they like to use the specific mobile banking
apps.
This paper provides sufficient evidence as statements in the explanation and
introduction parts. In the Literature review part, the author used a lot of
evidence as a statement to let the readers understand the variables and
keywords used for the paper. Besides, this study employs Davis's (1989)
extended Technology Acceptance Model to
fill gaps in the Theory of Reasoned Action (TRA) developed by Fishbein and
Ajzen (1975).
Throughout the whole paper, the data and analysis along
with the text explanations are all presented in a clear way which enables
the reader to know which mobile banking apps are most preferrable.
Nevertheless, it would be better if reasons are given to have a deeper
analysis and comparison. By then, this study has much more spaces to be
improved with the inadequate measurements of questionnaires used.
User Interface/User Experience (UI/UX) Analysis Design of Mobile Banking App
for Senior Citizens: A Case Study in Sarawak, Malaysia
This is a case study taken in Sarawak to conduct a need assessment for user
interface/user experience (UI/UX) design for Malaysian seniors, with a focus
on mobile banking applications. Mobile banking apps are frequently designed
to appeal to a specific age group. Seniors are frequently excluded from this
group. In order to generalize the findings for the selected population, a
quantitative research method was used in this study. Information was
gathered through the use of a questionnaire distributed to respondents via
the Google form platform. Convenience sampling was used to identify 36
seniors. Demographic information such as gender, age, level of education,
monthly income, and physical issues were gathered. The seniors who took part
in the questionnaire are in the age of 55 years old or above who own and
currently use a smartphone. The questionnaire was administered in English
and consisted of 32 questions divided into five major sections: general
information, technology background, tasks, task ratings, and preferences and
recommendations. The participants are asked to perform five tasks and then
rate their experience towards the tasks using likert scale. Lastly, Using a
five-point Likert scale, rate their preferences for the importance of
various features in a mobile banking application.
The author then listed the data and analysis collected into a bar chart and
table formed. Physical issues faced by the senior users and their
familiarity of mobile banking services are shown in bar charts. Then, the
test results are stated in a table with the ranking, mean and standard
deviation being calculated.
The structure of this study is well organized with the data and analysis
presented in clear and understandable forms. Besides, point forms are used
in some parts to create simplified explanations for the readers. The author
also summarized the data collected, results, analysis and factors to be
concerned in the summary part to finalize everything in a simplified form
for the readers to have better understanding.
The evidence used in this study is in reference form, numberings of the
references used are stated and it will link the reader to look at the
references part for further information. Reasoning is also stated in clear
methods on which features must be most concerned and what issues are faced
with the features implied in the apps.
Overall, this case study has good data analysis shown in tables and charts
which create clear vision for readers to understand. This study did provide
crucial information on features to be improved and issues of the seniors
when using mobile banking applications for the readers. However, the senior
participants who took part are only from Sarawak, it would be nicer if it
covers other areas besides Sarawak. Hence, readers may know what they should
prioritize when creating UI UX designs of the mobile banking applications to
address the senior users.
What Improves Customer Satisfaction in Mobile Banking Apps? An Application
of Text Mining Analysis
This is the first paper to investigate how factors extracted from online
reviews via text analysis affect user satisfaction. These reviews written by
customers reflect their opinions and experiences with a given good or
service. It suggests a text mining method in this context to find elements
that raise consumer satisfaction with the mobile banking app service. This
journal gathered 96,140 app reviews for four U.S. banks in order to do this:
Bank of America, Capital One, Chase, and Wells Fargo. It first derives the
crucial quality dimensions—such as ease of use, convenience, security, and
customer support—using the Latent Dirichlet Allocation (LDA) topic model.
The analysis of weekly panel data reveals that replies favoring the
simplicity and security of mobile banking apps raise app ratings. However,
more remarks regarding insecurity, uncomfortable experiences with customer
service, and complexity result in lower user evaluations.Overall, the
empirical findings are consistent with the idea that security has the
greatest impact on how satisfied customers are with mobile financial
services.
The author collected online reviews from February 2019 to October 2021 to
better understand what factors influence consumer perceptions of mobile
banking apps. 20 or more characters of reviews are chosen to determine the
causes of user satisfaction or dissatisfaction. The final sample contains
96,140 reviews. Then statistics were shown in tables on the characteristics
of each bank. Then, the author uses text mining to determine which factors
improve or detract from customer satisfaction with mobile banking apps. The
LDA (Latent DirichletAllocation) topic model (Blei, Ng, and Jordan 2003) is
used in this study, which is a type of unsupervised machine learning. Next,
for each review, the author counts the number of times mobile banking
service quality terms appear to create explanatory variables for user
ratings of mobile banking apps. Lastly, the author simulates the effect of
changes in mobile banking quality dimensions on the ratio of positive to
negative ratings.
This paper is structured in a confusing way which the readers will need to
spend quite a few times to look through it to get the datas they want.
Tables shown in it to present the ratings of banks are disorganized and
might duplicate with another.
The concepts underlying the development of this text analysis are explained
in detail. The author also mentioned that their research builds on previous
work by identifying major quality dimensions using natural language
processing and machine learning methods.Unlike previous studies, the author
uses large-scale reviews to collect weekly panel data to investigate the
dynamic effect of service quality factors on customer satisfaction.
Overall, readers are able to discover that user ratings are most
significantly influenced by security. Anyhow, there is still much room for
improvement in organizing the article. The topic arrangement can be
improved. Instead of websites, more published journal articles or research
papers can be used as references. However, the analysis of the text is still
useful in this paper.
Mobile banking adoption and its determinants in Malaysia
This paper investigates the factors that influence consumers' attitudes and
intentions toward using mobile banking services in Malaysia. The author
proposed a new conceptual model for this purpose by extending the Technology
Acceptance Model (TAM) with new variables such as privacy risk and security
risk, which also filled a research gap. The primary goal of the study was to
investigate the factors influencing individuals' attitudes and behavioral
intentions to use mobile banking services in Malaysia. According to Krejcie
and Morgan, the SEM technique was used through Smart-PLS3 for data analysis
with a sample frame of 384. The findings revealed a significant and positive
relationship between perceived ease of use, usefulness, and attitude toward
mobile banking in Malaysia, as well as a significant and negative
relationship between privacy risk, security risk, and attitude toward mobile
banking.
The survey items for this study were adapted from previous related studies
that suggested the survey questionnaire method is appropriate for testing
the developed hypotheses. It was evaluated by Malaysian professionals
working in the digital banking sector and universities. The survey
indicators were determined using a seven-point Likert scale. A total of 700
paper and hyperlink surveys were sent to respondents; 406 were retrieved,
and 384 questionnaires were able to be analyzed. Furthermore, the structural
equation modeling (SEM) technique was used to validate the proposed model.
SEM was chosen because of its ability to measure the causal relationships
between constructs using multiple measurement items, as well as its ability
to evaluate variable measurement characteristics.
This paper's structure suggests that it is constructed in a good order with
clear title stated above and detailed explanations are also given with the
following tables and charts. The datas and analysis are all provided in
simplified tables which can let the readers clearly understand. However,
table 3 might be a bit confusing with the labels used. Besides, a summary
isn’t provided for readers to finalize and summarize their studies from the
article which makes the whole article less complete.
The evidence used in this study is in mostly references form, numberings of
the references used are stated and it will link the reader to look at the
references part for further information. The author also stated that in
Malaysia, consumers' attitudes toward mobile banking acceptance are
negatively and significantly influenced by perceived security risk. Due to
this, customers were concerned about losing their money as a result of
security concerns while using mobile banking services. The study's findings
are consistent with previous research following with 4 references.
To summarize, this research paper makes numerous references to other
journals and research papers that could ostensibly provide evidence and
support its statements and explanations, raising concerns about the paper's
quality. However, the research paper would be improved if the author
provided more direct and simplified explanations. Overall, this research
paper is useful for my future progress.
Usability Evaluation of the Smartphone User Interface in Supporting Elderly
Users from Experts' Perspective
The goals of this paper are to identify potential usability issues among
elderly adults when interacting with the UI of a smartphone and to recommend
improvements to UI designs. This study was supplemented by testing with
elderly people, and the results show that experts predicted 79.17% of the
problems encountered by the elderly. There are four types of usability
issues: 1) appearance, 2) language, 3) dialogue, and 4) information. The
problem categories were further subdivided, and design solutions were
proposed for each sub-category. The findings of this study contribute to
understanding the problems that prevent elderly users from using smartphones
and provide valuable feedback to smartphone technology designers regarding
improvements to the UI to better suit the elderly.
The study came from two groups of experts: (1) three experts with usability
expertise and domain knowledge, and (2) two experts with domain knowledge.
The research was carried out on an Android-based smartphone, specifically a
Samsung Galaxy J7 device running Android v6.0.1. The observer briefed each
expert in the first stage on the background of the study and the objectives,
heuristics used, the apparatus, and target users. The evaluation period
(stage 2) consisted of five sessions, each of which began with one of the
five experts independently inspecting the smartphone UI in the hopes of
identifying elements that might potentially violate the applied heuristics.
All of the problems identified by the five experts will be compiled into a
single master sheet identifying the detected usability problems;
explanation, location of occurrence, and associated heuristics that were
violated. This study was supplemented by testing with eight elderly
participants who are 60 years old and above to determine the extent to which
the usability issues identified by the experts would be perceived as real
problems by the elderly.
This research is divided into sections. Section 2 introduces the main
concepts in terms of usability definitions and usability evaluation
techniques, with a thorough explanation of the technique for a heuristic
evaluation of the usability of mobile phones for the elderly. Section 3
describes the expert profiles, the evaluation apparatus, and the procedure
used. Section 4 discusses the usability issues that were discovered, as well
as the design solutions. Finally, in Section 5, the conclusion is presented.
The references used as evidence and reasoning on explanations for this paper
are all verified. The author mentioned that the usability issues were not
solely due to UI design; some of the issues were caused by the elderly's
difficulty in performing the gestures. This research has contributed to the
categorization of usability problems into categories and subcategories, as
well as the provision of design solutions to address the issues underlying
each subcategory so that the design will be "elderly friendly" interfaces
and would help to reduce the elderly's reluctance to use smartphones. The
author also stated that the improved prototype can then serve as the
foundation for the development of a commercialized smartphone launcher.
To conclude, the beginning of the research is actually disarranged well in
which the methodology wasn’t labeled clearly and that confuses the readers.
However, it provides tables which list all the issues and solutions that
should be addressed clearly and also figures that points out the problems.
Overall, this paper enables the readers to understand the categories of
usability issues and design solutions well.
Conclusion
In a nutshell, these 5 articles reviewed by the writer are all related to
her research topic, which is about the lack of confidence among elderly for
mobile banking experience so much more certain weaknesses in the UI/UX have
discouraged their engagements. Throughout all the papers, we could clearly
observe that all the authors spent efforts on analyzing the data collected
and finalizing the results for the readers to have a greater understanding
on the research topic. A lot of references are also used by the authors when
stating evidence and making reasoning so that it will be more believable and
authentic to the readers. All these 5 articles covered a wide range of
topics related to my research, including UI UX designs, mobile banking
applications, issues faced by elderly users, factors that affect the
engagements of mobile banking apps.
Each article has improved my understanding of UI/UX design for mobile
banking applications. The most common problem is poor organization in
published research articles. It's understandable given that little research
has been conducted on this topic in Malaysia, which is disappointing. I
sincerely hope that more research on this topic can be conducted, as the use
of mobile banking applications has grown significantly over time.
References
Wong, C. Y. et. al (2018). Mismatch between older adults expectation and
smartphone user interface. Malaysian Journal of Computing 3 (2), 138-153.
https://web.archive.org/web/20210716160014id_/https://mjoc.uitm.edu.my/main/images/journal/vol3-2-2018/MJOC-Submission-C-18030217_17Dec2018.pdf
Muller J (2020). Volume of mobile banking transactions in Malaysia from 2011
to 2018. Research Gate.
https://www.statista.com/statistics/957504/mobilebankingtransactionsvolumemalaysia/
Alfiani S (2019). UX Case Study: Designing Mobile Banking App for the
Elderly. Medium, Online.
https://medium.com/@sarahalfiani204/ux-case-study-designing-mobile-banking-app-for-the-elderly-f51e25d0e4b3.
Kalimullah et. al (2017). Influence of design elements in mobile
applications on user experience of elderly people. Proc. Comput. Sci. vol.
113, pp. 352–359
https://reader.elsevier.com/reader/sd/pii/S1877050917317544?token=CE447B3A7B33ED6A1130B949023A1F0B948C2EB3861382F872B0F079DF1AFF008678EB3CB4D2BA6A2B69C24078CA477D&originRegion=eu-west-1&originCreation=20221015192041
Primary Research
Presentation Google Drive:
https://drive.google.com/drive/folders/161lKSg-GgZzKZTWIXuCRom5GLeANLRue
Visual Analysis
MAYBANK2U MY by MayBank
Introduction
Malayan Banking Berhad (“Maybank Group” or “the Group”) is the largest
financial services and banking group in Malaysia. In 2018, the Group
revamped the Maybank2U mobile application and website to offer a seamless
transacting experience. The mobile application, which now features enhanced
payment capabilities and customer personalisation, boasts over 12 million
mobile downloads with an impressive 7 million active users (excluding
website users) in 2020. New upgrades have allowed customers to generate
dynamic PayNow QR codes for on-demand transfers. The mobile app also
features a display of remittance options for more transparent overseas fund
transfers. Apart from that, other Maybank2U experience-enhancing functions
include Scan & Pay, a personal debit and credit spending tracker, and a
customisable savings planner.
The Interface Design of the Apps
Font and choice of colors used by MayBank2U apps are relevant to Maybank’s
logo (black & yellow). However, inside the apps are in the combination
of turquoise and white color which creates clear navigations with clean
color choices used. On the login page, it’s in a simple form with
transparent background and white outlines. It enquires fingerprint upon
logging into your accounts. Upon logging in, it will first show the user’s
combined accounts at one page, then users can view all of their account
details by swiping left. The navigation bar is hidden on the left top in the
three lines. Their navigation bar is also in a simplified design and with
simplified icons and descriptions beside. On the “Transfer” and “Mobile”
page, the different activities are being categorized and separated in grid
form with big labels and icons. While making transactions to others in
MayBank2U, the process will be stated in a single page. Besides, there’s a
bonus function for Maybank2U which is they provide QR Scan in 3 options, QR
Receive, QR Pay that scans the vendor barcodes and QR Pay which can be
scanned by vendors.
Analysis of the App’s Interface Design
Yellow and black are used as the main colors. It creates a viewing contrast.
Tim (2020) states that a striking contrast can improve readability and
develops an appealing layout. Besides, their simplified layouts and
interface designs create a better visual and navigation for the seniors. The
activities on the “Mobile” and “Transfer” page being listed in bigger sized
grid form also enable the seniors to have a better view. Senior citizens
prefer appropriate typefaces, and larger fonts, as they have apparent
difficulties reading text in small fonts due to some eyesight impairments.
This result on font sizes aligns with Morey et al. 's (2019) as they tend to
favor apps with simple designs, clear labeling, and titles. Additionally,
with the navigation having descriptions beside the icon give the seniors a
better understanding of the use of the icon. They prefer site maps that are
appropriate, direct users to any page in the application, and contain
relevant active connections that offer the necessary information. All of
these attributes are connected to Nielsen's usability model's learnability
characteristic (2017). When doing transactions, the “perform” button is also
being designed in green and in a larger sized button which tends to create
contrast for the viewer to be more aware according to Lesly et. al (2019).
Security
According to Maybanks, its mobile banking app is the first in Malaysia to
incorporate all three biometric functions. The three biometric functions
include fast touch, voice ID, and brand-new face ID. Mobile TAC has taken
the place of SMS TAC.
Conclusion
Overall, MayBank2U mobile banking applications are senior-user friendly in
some aspects like the easy navigation, clear labelings and titles used which
enables a clear visual for seniors who have eyesight impairments. Choices of
color contrast used for pages and buttons is wise and relevant to its logo.
Its simplicity in layouts also gives the seniors a better understanding and
engagements in using the apps which will not cause confusion and affect the
user experience. This outcome would be in line with Nielsen's usability
model's (2017) efficiency feature, which would minimize user effort.
HLB Connect by Hong Leong Bank
Introduction
Hong Leong Connect or HLB Connect is the digital banking services offered by
Hong Leong Bank & HLISB (the Bank) for personal banking customers. The
Bank offers HLB Connect App mobile banking services via smartphones and
tablets. HLB is also the first bank to launch a transactional mobile banking
app on all the top three most popular smartphone platforms namely Apple
iPhone's iOS, Google's Android OS and the BlackBerry OS. It was published in
2011.
The Interface Design of the Apps
Font and choice of colors used by HLB Connect apps are relevant to HLB’s
logo (red & blue). However, the layouts inside the apps are a little
blue together with larger uses of white. On the login page, the HLB Connect
uses city graphics as background and borders for the username section. It
enquires fingerprint upon logging into your accounts. Below the login
section provides a variety of shortcuts to perform activities like QR Pay,
DuitNow, App Authorise etc. The first glance after getting into the
accounts, the user will get to see their combined bank accounts’s balances
in one page. Besides, users can also check their other’s HLB sources balance
or amounts need to be settled by swiping the screen. The dots above
represent different pages of sources. Users can choose to hide their
account’s balance amount on the switch above. There's a quick pay section
provided which enables users to make transactions to the last 20 recipients.
The menu which is the navigation bar is located in the middle. Descriptions
are also stated below each icons.
Analysis of the App’s Interface Design
The red and blue used for their logo and theme creates color contrast which
catches the user’s eyeball by Tim (2020). However, the over uses of too much
color contrast on the login page will create confusion for users. Besides,
on the login page they also provide shortcut keys which can access relative
activities which creates efficiency and usefulness, which are important
usability attributes adapted from Nielsen (2017). However, the icons and
text sizes are slightly smaller than fingertips which is not user-friendly
for seniors as stated by Tajudeen et.al (2022), uses large buttons and are
easy to tap with a finger. The theme after logging in the apps are in clean
uses of white and blue which create simplicity which increases the
readability for senior users and also the icons and texts in black. It also
has a chat box at the right top of the home page which is an easy and quick
way that enables users to directly ask their question there. For the
navigation part, they also use description and clear labelings for the
icons. Hence, users can be able to understand its uses and functions for
relative icons. When clicking into the related accounts, transaction history
is shown as a timeline in sections separated left as credited and right as
debited amounts with green points and red points labeled. With the use of
green and red labels beside the amounts on the timeline, creating color
signs besides making it into the timeline mode also make it easier for the
seniors to view. However, during the transaction page, the last button
“ready to proceed” button color in dim blue is not too contrast which might
not create alert for the users as stated by Nielsen’s (2017) should use good
contrast between text and background.
Security
HLB rolled out AppAuthorise in March 2022 as a more secure way to authorize
banking transactions that are performed via the HLB Connect App, which used
to require SMS TAC. With AppAuthorise, customers are able to conveniently
view their transaction details and approve them securely within the HLB
Connect App itself. The Bank also rolled out a “one mobile device per
customer” security enhancement where customers can only bind one mobile
device to the HLB Connect App at any one time. Additionally, regarding
changes to the account settings performed by customers such as transaction
limits or registration to new devices, the Bank has also put in place a
multi-factor authentication process to ensure that the changes are genuinely
performed by the account holders.
Conclusion
Overall, the apps are more in border form to create separation for the
sections. The color choices, font and button sizes used are not too wise for
senior user-friendly. However, the transaction history page is easy for the
user to access and also the layouts give easy understandability for seniors.
The security for the app is quite enhanced with many steps of authorization
which can lessen the risk of fraud.
Compare and Contrast
First, start from the login page. Maybank2U uses a more simple form and
plain background to create color contrast between text and background while
HLB Connect uses blueish city graphic background which duplicates with the
border in blue too that confuses the users. Based on Nielsen’s usability
(2017), interface design should use a higher and good contrast between text
and background, and uses simple design for elderly friendly. However, HLB
Connect has shortcut keys that direct users to perform activities on the
moment they open the apps on the login page which will be a time saver.
Then, after logging in, both of their home pages are showing the same
layout, just MayBank2U is in a more simplified mode separated by lines but
HLB Connect is being separated by borders instead. The color theme is also
different in which MayBank2U offers a more grayish and relaxing color mode
and HLB Connect is in a more contrast-colored way with plain white and blue.
However, what is different is that MayBank2U doesn't remember their history
of recipients, unlike HLB Connect did have a “QuickPay” section to select
the recipient from. With this section built, it will be better for the
seniors to transfer to some accounts as they won’t need to type in the
accounts initially. Next, the transaction history part is totally designed
differently too. MayBank2U is in column form while HLB Connect is in
timeline form. According to user requirements guidelines for the seniors by
Farzana Parveen Tajudeen et.al (2022), uses simple design which will provide
clear labels and title which creates easier accessibility for the seniors.
On the other hand, MayBank2U designed the “Transfer” and “Mobile” page, the
different activities are being categorized and separated in grid form with
big labels and icons. The user requirement guidelines also stated ensure
fonts and icons are large enough and easy to read e.g.12 or 14 point. With
these requirements met, the senior users with eyesight impairments will be
more easier to access. For the security, they both have their own strengths
while MayBank2U have voice ID while HLB does not while HLB Connect only
allows one device logged in but MayBank2U didn’t. However, MayBank2U more
secure methods will needed to be perform by downloading another app called
Secure2U but HLB Connect can done the app authorized itself in the app.
Conclusion
In terms of the interface design, both applications have their own good
aspects. Overall, concluding all the data analyse, found that simple
designs, wise options of colour contrast, larger icon and font sizes than
fingertips, clear labels and titles are important while designing
applications for seniors. In terms of security, HLB Connect was more secure
and convenient compared to MayBank2U with more choices of authorisation.
References
Farzana P et.al (2022). Understanding User Requirements for a
Senior-Friendly Mobile Health Application. Geriatrics 2022, 7, 110.
https://doi.org/10.3390/geriatrics7050110.
Burak M et.al (2014). Icon and User Interface Design for Mobile Banking
Applications. ACIT 2014 Institute of Research Engineers and Doctors.
https://www.researchgate.net/publication/291357429_Icon_and_User_Interface_Design_for_Mobile_Banking_Applications
Ubam E et. al (2021). User Interface/User Experience (UI/UX) Analysis Design
of Mobile Banking App for Senior Citizens: A Case Study in Sarawak,
Malaysia. Proceedings of the International Conference on Electrical
Engineering and Informatics pp. 1-6
https://www.mendeley.com/reference-manager/reader/d2c8a2ec-7835-3cb7-8a4e-d11d3c62629d/394b08a1-3bf3-d989-2a8c-6cca0b40d951
Mixed Method Questionnaire (Google Form)
References
Al-Sharafi et. al (04 June 2018). The Impact of Customer Trust and
Perception of Security and Privacy on the Acceptance of Online Banking
Services: Structural Equation Modeling Approach and Scholar UK
https://scholar.ptuk.edu.ps/bitstream/123456789/189/1/THE%20IMPACT%20OF%20CUSTOMER%20TRUST%20AND%20PERCEPTION%20OF%20SECURITY%20AND.pdf
Yun Kyung Oh et. al (29 February 2022). What Improves Customer Satisfaction
in Mobile Banking Apps? An Application of Text Mining Analysis and Asia
Marketing Journal
https://amj.kma.re.kr/cgi/viewcontent.cgi?article=1581&context=journal
Ubam et. al (31 October 2021). User Interface/User Experience (UI/UX)
Analysis & Design of Mobile Banking App for Senior Citizens: A Case
Study in Sarawak, Malaysia and Research Gate
https://www.researchgate.net/profile/Irwandi-Hipiny/publication/356551717_User_InterfaceUser_Experience_UIUX_Analysis_Design_of_Mobile_Banking_App_for_Senior_Citizens_A_Case_Study_in_Sarawak_Malaysia/links/61ada46d29948f41dbcb7168/User-Interface-User-Experience-UI-UX-Analysis-Design-of-Mobile-Banking-App-for-Senior-Citizens-A-Case-Study-in-Sarawak-Malaysia.pdf
Nizar Souiden et. al (28 December 2020). Mobile banking adoption: A
Systematic Review and International Journal of Bank Marketing
https://www.emerald.com/insight/content/doi/10.1108/IJBM-04-2020-0182/full/html?skipTracking=true
Recorded Presentation
Google Drive Link:
https://drive.google.com/drive/folders/1fNmH6V63nBh0vWT-tKm381UdkJhhpFPQ
Reflection
Throughout the whole Design Research Methodology module, this is the hardest
module for the past 2 semesters so far. As I’m not really good at doing
research and writing. For this module, everything needs to be supported by
citations while I think it’s quite hard to find related citations toward the
research problem, questions and objectives. To be honest, I’m not a reader
or a writer. I don’t like to go through long articles and paragraphs. But
for this module, I need to force myself to. Going through so many articles,
studies, papers etc, just to find the one that is related to our topic so
that we can use them as references or citations for our analysis.
At the very beginning, where we started our proposal. Honestly, I am really
lost and have no idea what topic I should go with as the topic needs to be
chosen very wisely to ensure it is an easy topic to be researched for our
future progress. Meanwhile, I wanted my topic to be a very unique and
interesting one. I don’t want it to be a topic that someone has done before.
My topic of researching mobile banking applications in the engagement of
elderly is because of a scenario that happened to me on one of a random day
while I’m helping my grandfather activate a credit card that he had just
received. He thought that the activation process would need to be done by
going to the bank. However, it just can be done by calling to the bank and a
few touches on the screen. In this scenario, I think the mobile banking
applications might not be too user-friendly in some way. Hence, I would like
to research this topic. After getting my topic, I’ve constructed the
research objectives and questions but it was with the help of Dr.Hayati. The
problem statement is hard to progress with at the beginning due to
insufficient related surveys done in Malaysia and the limited sources to get
from the internet. Most of the library website doesn’t have institution
access for Taylor’s University which I think they should because all the
access can be convenient for the students to get more resources for their
studies. Anyways, this makes it hard for me to support my statement with
enough citations.
Next, for the critical review which I think is the hardest assignment among
all. First, I really hate going through long articles and paragraphs.
Second, as mentioned previously, due to limited related surveys done in
Malaysia cause limited resources. Third, the accessibility for other
verified library websites doesn’t accept Taylor’s as an institution. Hence,
with all these restrictions, it’s been a hard time for me to progress with
the reviews. I also do not really understand how to review the articles at
first like what method should be carried and what criteria should progress
with. However, going through Youtube tutorials and online tutorials
websities, I got the tips for this assignment.
Then, was the primary research. With the help of Dr.Hayati and feedback
received, the set of questionnaires for my google survey is being revised
and revised again. So basically it’s not really a big deal when constructing
this instrument. Somehow, what is tough for this is to find enough amount of
elderly people to participate in this survey. As we were asked to have a
minimum requirement of 80 responses. Remember I’m only letting people answer
before three days from the submission due. Luckily, thanks to my
grandparents, friends and parents help me by reaching out to more people
like their friends and relatives to get this done. I am really thankful for
their assistance. On the other hand for my visual analysis, I get a really
deep understanding of their layouts, functions and designs due to this
assignment. I learn the objectives and purposes of why they construct like
this and also the principles of designing in Interface for mobile
applications.
This module really gives me a big impact and huge key takeaways. Because of
this module, I get to learn things and subjects that I have never thought of
learning in my life, which is a really great experience. However, it is also
a very painful journey. Cheers to the sleepless nights of typing long
paragraphs, reading and viewing long articles, going through countless
texts. Researching is not an easy task to do. There is still a long journey
for us to overcome and to learn. Till we met in Design Dissertation! Good
luck!
Feedback
Progression sheet link:
https://docs.google.com/document/d/11yRFO42U8NVA5JX7o8-oCj3i3LAiXZoP5fRwPiv02LY/edit?usp=sharing
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