An appraisal of mobile app interface improvements on enhancing digital banking usage in Nigeria: a case study of Heritage Bank
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Background of the Study
In the competitive landscape of digital banking, the user interface of mobile applications plays a pivotal role in driving customer adoption and engagement. Heritage Bank has recently undertaken significant improvements to its mobile app interface, focusing on user experience, intuitive navigation, and enhanced security features (Oluwaseun, 2023). These enhancements aim to simplify digital transactions, making it easier for customers to access banking services via their smartphones.
The redesigned interface incorporates user-friendly layouts, faster load times, and personalized dashboards, which collectively contribute to a more satisfying and efficient digital banking experience (Adeniran, 2024). By streamlining functions such as fund transfers, bill payments, and account management, Heritage Bank’s mobile app is better positioned to cater to the diverse needs of its customer base. Moreover, these improvements have been complemented by robust customer support features, including in-app chat and FAQ sections, ensuring that users receive timely assistance when needed.
The focus on mobile app interface improvements is part of Heritage Bank’s broader strategy to boost digital banking usage, particularly among tech-savvy younger generations and customers in urban centers. Enhanced digital interfaces not only increase engagement but also build trust in the bank’s ability to innovate and meet modern financial demands (Ekemini, 2025). However, challenges such as device compatibility issues, occasional technical glitches, and the need for continuous user feedback integration remain. This study evaluates the impact of these interface improvements on digital banking usage and explores the challenges that must be overcome to sustain higher user adoption.
Statement of the Problem
Despite the improvements made to the mobile app interface, Heritage Bank still faces challenges that affect overall digital banking usage. A key issue is the variability in user experience across different mobile devices and operating systems, which can lead to inconsistent performance and user frustration (Chinelo, 2023). In some cases, older devices may not fully support the enhanced features, thereby limiting accessibility for a portion of the customer base.
Furthermore, while the new interface has improved navigation and aesthetics, sporadic technical glitches—such as slow response times and occasional crashes—continue to hinder a seamless banking experience (Ibrahim, 2024). These issues not only disrupt transactions but also erode user confidence in the reliability of digital banking services. Additionally, the rapid pace of technological change necessitates frequent updates to the app, which can create temporary service interruptions and affect user satisfaction. Moreover, gaps in digital literacy among certain segments of the population further impede the effective utilization of the new features.
The challenge of continuously integrating user feedback into interface updates also poses operational difficulties, as delays in addressing customer concerns can result in prolonged periods of dissatisfaction. This study seeks to identify these challenges and provide recommendations to optimize the mobile app interface for improved digital banking adoption.
Objectives of the Study
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To assess the impact of mobile app interface improvements on digital banking usage at Heritage Bank.
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To identify technical and user-related challenges affecting app performance.
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To recommend strategies for continuous interface optimization and increased user engagement.
Research Questions
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How do mobile app interface improvements influence digital banking usage at Heritage Bank?
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What technical and user experience challenges hinder the optimal performance of the mobile app?
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What strategies can enhance the responsiveness and accessibility of the mobile app?
Research Hypotheses
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H1: Mobile app interface improvements significantly increase digital banking usage at Heritage Bank.
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H2: Device compatibility issues and technical glitches negatively impact user satisfaction.
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H3: Continuous user feedback integration and timely updates are positively correlated with higher app adoption.
Scope and Limitations of the Study
This study focuses on Heritage Bank’s mobile app interface enhancements, using user surveys, technical performance data, and usage statistics. Limitations include variations in device types and operating systems, as well as evolving customer expectations.
Definitions of Terms
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Mobile App Interface Improvements: Upgrades to the visual and functional aspects of a mobile banking application.
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Digital Banking Usage: The extent to which customers utilize mobile and online banking services.
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User Experience: The overall satisfaction and ease with which users interact with the mobile app.
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Device Compatibility: The ability of the mobile app to function across different hardware and software platforms.
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