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
In today’s digital era, the usability of mobile banking applications is crucial for ensuring customer engagement and satisfaction. Heritage Bank has recently redesigned its mobile application interface with the goal of making digital banking more intuitive and accessible. The redesign focuses on simplifying navigation, improving visual appeal, and incorporating user-friendly features such as personalized dashboards and biometric authentication (Okoro, 2023). By integrating customer feedback and employing iterative design processes, the bank has created an interface that reduces transaction errors and accelerates user interactions. Enhanced usability translates into faster service delivery and increased adoption of digital banking services, which is essential in a market where customers increasingly rely on mobile solutions for everyday transactions (Adebayo, 2024). Moreover, the redesign supports greater accessibility for customers with varying levels of digital literacy, thereby broadening the bank’s customer base. However, challenges such as compatibility with different devices and ensuring consistent performance across operating systems persist. Overall, the mobile app interface redesign is a strategic initiative aimed at driving digital adoption and enhancing the overall user experience.
Statement of the Problem
Although Heritage Bank’s mobile app redesign has resulted in significant usability improvements, several challenges hinder its full potential. One major problem is ensuring compatibility across diverse devices and operating systems, which can lead to inconsistent user experiences and frustration among customers (Chukwu, 2023). Additionally, while the new interface is designed to be intuitive, a segment of users—particularly those with limited digital literacy—may still struggle with navigation and feature utilization. Technical glitches and intermittent performance issues, such as slow load times or app crashes, further detract from the user experience. These challenges not only affect customer satisfaction but also impede the broader goal of digital banking adoption, thereby limiting the bank’s market reach.
Objectives of the Study
- Evaluate the impact of mobile app interface redesign on digital banking usability at Heritage Bank.
- Identify technical and user-related challenges affecting app performance.
- Recommend strategies to enhance consistency and accessibility in the mobile interface.
Research Questions
- How does the redesigned mobile app interface affect usability at Heritage Bank?
- What technical and user challenges are encountered in the new interface?
- Which strategies can improve the overall user experience?
Research Hypotheses
- H₁: Mobile app interface redesign significantly improves digital banking usability.
- H₂: Incompatibility issues across devices negatively affect user experience.
- H₃: Targeted user support and regular updates enhance digital adoption.
Scope and Limitations of the Study
This study focuses on Heritage Bank’s mobile application performance over the past three years, using user satisfaction surveys, app analytics, and focus group discussions. Limitations include variations in device performance and differing levels of digital literacy among users.
Definitions of Terms
- Mobile Application Interface Redesign: The process of improving the design and functionality of a banking app to enhance user experience.
- Digital Banking Usability: The ease with which customers can use digital banking services.
- Digital Literacy: The ability of users to effectively interact with digital platforms.
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