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 crucial factor driving the adoption of digital banking services. Heritage Bank has developed a mobile banking app designed to offer customers seamless access to financial services such as fund transfers, bill payments, and account management (Adewale, 2023). The app’s usability features—intuitive navigation, responsive design, and user-friendly interfaces—are intended to enhance customer experience and promote widespread adoption. Digital usability research indicates that ease of use is directly linked to higher adoption rates, as customers are more likely to engage with platforms that are simple and efficient (Ibrahim, 2024).
Heritage Bank has invested in extensive usability testing and iterative design improvements to ensure that the app meets the diverse needs of its user base. However, challenges such as interface complexity, varying digital literacy levels, and device compatibility issues can impede adoption. Empirical evidence shows that improvements in mobile usability can lead to significant gains in customer satisfaction and digital banking uptake (Chinwe, 2025). This study will investigate the usability of Heritage Bank’s mobile app by analyzing customer feedback, usage statistics, and performance metrics. The goal is to identify key usability issues that hinder adoption and to propose targeted improvements that can enhance the overall user experience and drive digital banking growth.
Statement of the Problem
Despite the user-friendly design of Heritage Bank’s mobile app, digital banking adoption remains inconsistent among its customers. Some users experience difficulties with navigation and encounter compatibility issues across different devices, which adversely affect their overall experience (Olutola, 2023). These challenges lead to frustration and lower adoption rates, undermining the bank’s digital transformation objectives. Moreover, the gap in digital literacy among the customer base further exacerbates usability problems, resulting in suboptimal user engagement. This disconnect between the intended ease-of-use and actual user experience highlights the need for a comprehensive assessment of the app’s usability. The study aims to identify the specific factors that limit mobile app usability and evaluate their impact on digital banking adoption, with the goal of recommending strategies to enhance user experience and increase customer uptake.
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 improvements for enhancing mobile application usability.
Research Questions
– How does mobile app usability affect digital banking adoption?
– What usability challenges do customers face?
– What design improvements can enhance app adoption?
Research Hypotheses
– H₁: Improved mobile app usability is positively correlated with higher digital banking adoption.
– H₂: Usability issues negatively impact user adoption rates.
– H₃: Enhanced design features and user training improve app engagement.
Scope and Limitations of the Study
This study focuses on Heritage Bank’s mobile banking app across various customer segments. Data will be collected from usability tests, customer surveys, and app analytics. Limitations include differences in device performance and varying levels of digital literacy.
Definitions of Terms
• Mobile Application Usability: The ease with which users can interact with a mobile app.
• Digital Banking Adoption: The extent to which customers use digital banking services.
• User Experience: The overall experience of a user when interacting with a digital product.
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