An investigation of mobile application enhancements on user experience in digital banking: a case study of Heritage Bank
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- NGN 5000
Background of the Study
Mobile applications have become a critical channel for delivering digital banking services, with user experience (UX) emerging as a key determinant of customer satisfaction and retention. Heritage Bank has invested in enhancing its mobile application to provide a more intuitive, secure, and feature-rich platform for its customers. These enhancements include streamlined navigation, biometric authentication, personalized dashboards, and integrated support services (Ogun, 2023). By improving the UX of its mobile app, Heritage Bank aims to meet the evolving demands of a tech-savvy customer base and to create a competitive edge in the digital banking landscape.
The significance of mobile application enhancements lies in their potential to simplify complex banking transactions and provide real-time access to financial services. Advances in user interface (UI) design and backend processing have made it possible to deliver seamless, efficient, and engaging digital experiences (Adewale, 2024). Heritage Bank’s approach incorporates customer feedback loops and iterative design improvements to ensure that its mobile application remains user-centric. These efforts are supported by rigorous usability testing and continuous monitoring of user behavior, which help identify and resolve pain points promptly (Eze, 2025).
However, while technological enhancements promise improved functionality, they also present challenges in terms of integration with legacy systems, maintaining security standards, and ensuring that updates do not disrupt user familiarity with the app. Additionally, user experience can be affected by factors beyond the app itself, such as network connectivity issues and device compatibility. This study investigates the impact of mobile application enhancements on user experience at Heritage Bank, exploring both the benefits and the challenges associated with digital transformation in mobile banking.
Statement of the Problem
Despite significant improvements in its mobile application, Heritage Bank faces challenges in consistently delivering a superior user experience across all customer segments. One major problem is the integration of new features with older systems, which sometimes leads to performance lags and occasional app crashes (Ogun, 2023). These technical issues can frustrate users and deter them from fully utilizing digital banking services. Additionally, while enhancements such as biometric authentication and personalized dashboards have been introduced to improve security and usability, there is evidence that some users find these features complex and difficult to navigate, especially among less tech-savvy customers (Adewale, 2024).
Furthermore, inconsistent performance across different devices and operating systems presents another challenge. The diversity of smartphones used by customers means that a one-size-fits-all approach to app design is often inadequate. This variability can result in a fragmented user experience, where some customers benefit from the latest features while others encounter outdated or malfunctioning interfaces. Moreover, the rapid pace of technological innovation requires frequent updates and training, which may lead to user fatigue and resistance to change (Eze, 2025).
The cumulative effect of these issues is a gap between the intended benefits of mobile application enhancements and the actual user experience delivered. This study seeks to bridge that gap by identifying the specific challenges that hinder an optimal digital banking experience at Heritage Bank and by recommending strategies that can harmonize technological advancements with user accessibility. The findings are expected to provide valuable insights for both practitioners and academics on how to better align mobile app functionalities with customer expectations.
Objectives of the Study
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To evaluate the impact of mobile application enhancements on user experience at Heritage Bank.
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To identify technical and user-centric challenges affecting mobile app performance.
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To propose strategies to optimize mobile application functionality and usability.
Research Questions
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How do mobile application enhancements influence user experience in digital banking at Heritage Bank?
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What technical and usability challenges hinder a consistent user experience?
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What strategies can be implemented to improve the overall functionality and accessibility of the mobile app?
Research Hypotheses
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H₁: Enhancements in mobile application design significantly improve user experience at Heritage Bank.
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H₂: Integration challenges with legacy systems negatively impact app performance.
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H₃: Targeted usability improvements can lead to higher customer satisfaction in digital banking.
Scope and Limitations of the Study
This study focuses on Heritage Bank’s mobile application performance, drawing data from user surveys, performance analytics, and focus group discussions. Limitations include variability in device usage and potential bias in self-reported user feedback.
Definitions of Terms
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Mobile Application Enhancements: Updates and improvements made to a mobile banking app to improve functionality and user experience.
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User Experience (UX): The overall satisfaction and ease of use experienced by customers when interacting with a digital platform.
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Digital Banking: The provision of banking services through digital channels, including mobile apps and online platforms.
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