An examination of mobile application interface redesign on enhancing digital banking usability: a case study of Heritage Bank
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Background of the Study
Mobile banking usability is a critical factor in customer adoption and retention. Heritage Bank has recently redesigned its mobile application interface with the aim of making digital banking more intuitive, efficient, and user-friendly. The redesign focuses on modernizing the layout, simplifying navigation, and incorporating personalized dashboards that allow customers to easily access essential banking services (Ogun, 2023). By prioritizing user experience (UX) design principles, the bank seeks to reduce friction in digital transactions and improve overall satisfaction. Enhanced aesthetics and improved functionality have been integrated through iterative testing and user feedback, ensuring that the app meets the evolving needs of a diverse customer base.
The redesigned interface also incorporates advanced security features, such as biometric login and real-time notifications, to further enhance usability and trust. With these improvements, Heritage Bank can cater to both tech-savvy customers and those who may be less familiar with digital interfaces. The bank’s efforts are supported by comprehensive training programs and customer support initiatives designed to facilitate a smooth transition to the new interface (Adewale, 2024). These initiatives are expected to boost engagement, reduce customer complaints, and foster greater loyalty.
However, challenges persist, including potential compatibility issues with older devices, variability in digital literacy among users, and the need for ongoing updates to keep pace with technological advancements. This study examines how the mobile application interface redesign has impacted digital banking usability at Heritage Bank, evaluating the benefits of improved UX and the challenges encountered during implementation (Eze, 2025).
Statement of the Problem
Despite the recent redesign of its mobile banking interface, Heritage Bank faces challenges in ensuring that all customer segments fully benefit from the improved usability. One primary issue is the digital literacy gap among certain customer groups, which may limit their ability to navigate the new interface effectively (Ogun, 2023). Additionally, device compatibility issues can result in a suboptimal experience for users with older smartphones, leading to frustration and decreased engagement (Adewale, 2024). Furthermore, while the redesigned interface includes enhanced security features, these can sometimes complicate the login process, particularly for less tech-savvy customers, thereby reducing overall usability.
The transition from an older interface to a new one requires not only technological changes but also significant adjustments in user behavior. Without adequate customer education and support, the benefits of the redesign may not be fully realized, resulting in lower-than-expected adoption rates. This study aims to investigate the factors that limit the effectiveness of the mobile application interface redesign at Heritage Bank and to propose actionable recommendations to improve digital banking usability.
Objectives of the Study
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To evaluate the impact of the mobile app interface redesign on digital banking usability at Heritage Bank.
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To identify challenges related to digital literacy and device compatibility.
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To recommend strategies for enhancing user education and interface performance.
Research Questions
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How does the redesigned mobile app interface affect digital banking usability at Heritage Bank?
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What challenges do users face when interacting with the new interface?
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What measures can improve user education and enhance the overall digital experience?
Research Hypotheses
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H₁: The mobile app interface redesign significantly enhances digital banking usability.
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H₂: Digital literacy and device compatibility issues negatively affect user experience.
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H₃: Improved user training and interface optimization lead to higher adoption rates.
Scope and Limitations of the Study
This study focuses on Heritage Bank’s mobile banking app over the past year, using user surveys, app analytics, and focus group discussions. Limitations include differences in device usage and potential self-reporting bias.
Definitions of Terms
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Mobile Application Interface Redesign: The process of updating the layout and functionality of a mobile banking app to improve user experience.
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Digital Banking Usability: The ease with which customers can navigate and use digital banking services.
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Digital Literacy: The ability to effectively operate digital devices and applications.
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