An investigation of mobile application usability on digital banking adoption: a case study of Heritage Bank
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Background of the Study
Mobile application usability is a critical determinant of digital banking adoption. Heritage Bank has invested in developing a user-friendly mobile banking app to provide customers with seamless access to financial services. The app incorporates intuitive navigation, responsive design, and secure transaction features, which are essential for encouraging widespread adoption among tech-savvy and traditionally underserved populations (Adewale, 2023). Usability testing and customer feedback are integral to the app’s continuous improvement, ensuring that the interface meets user expectations and enhances the overall banking experience (Ibrahim, 2024). Empirical research shows that high usability in mobile applications is directly linked to increased customer engagement and adoption of digital banking services (Chinwe, 2025). However, challenges such as interface complexity, inconsistent performance across devices, and varying levels of digital literacy can impede user adoption. This study will examine the usability of Heritage Bank’s mobile app by analyzing user experience metrics, conducting usability tests, and gathering customer feedback. The goal is to identify usability issues that affect digital banking adoption and propose improvements to optimize the app’s performance.
Statement of the Problem
Despite efforts to create a highly usable mobile banking app, Heritage Bank faces challenges in achieving uniform digital banking adoption. Users report issues such as complex navigation, slow load times, and inconsistent functionality across different mobile devices (Olutola, 2023). These usability problems can deter potential users and reduce overall engagement with digital banking services. Furthermore, varying levels of digital literacy among customers lead to disparate experiences, with some finding the app intuitive while others struggle with its features. The gap between the intended user-friendly design and the actual user experience suggests that further enhancements are necessary. This study seeks to identify the specific usability issues affecting Heritage Bank’s mobile app and to evaluate their impact on digital banking adoption, with the aim of recommending targeted improvements.
Objectives of the Study
– To assess the usability of Heritage Bank’s mobile banking app.
– To determine the impact of app usability on digital banking adoption.
– To recommend design improvements to enhance user experience.
Research Questions
– How does mobile app usability affect digital banking adoption?
– What are the main usability issues faced by users?
– What design modifications can improve digital banking adoption?
Research Hypotheses
– H₁: Higher app usability is positively correlated with increased digital banking adoption.
– H₂: Usability issues negatively impact user adoption rates.
– H₃: Enhanced interface design improves customer engagement and satisfaction.
Scope and Limitations of the Study
This study focuses on Heritage Bank’s mobile banking application across various customer segments. Data will be collected through usability testing, customer surveys, and app performance analytics. Limitations include varying device performance and differing digital literacy levels.
Definitions of Terms
• Mobile Application Usability: The ease with which users can navigate and interact with a mobile app.
• Digital Banking Adoption: The extent to which customers utilize digital banking services.
• User Experience: The overall experience of a person using a product, especially in terms of how easy or pleasing it is to use.
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