An examination of mobile application interface redesign on enhancing digital banking usability: a case study of Heritage Bank
- Project Research
- 1-5 Chapters
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- Table of Content: Available
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- NGN 5000
Background of the Study
Heritage Bank has recently undertaken a comprehensive redesign of its mobile banking application to improve digital usability and customer satisfaction. The redesigned interface features a modern, intuitive layout; simplified navigation menus; and customizable dashboards that allow users to quickly access essential banking functions. By focusing on user experience (UX) principles and leveraging customer feedback, Heritage Bank aims to reduce the learning curve associated with digital banking and boost adoption among both tech-savvy and novice users. Advanced design elements such as responsive design, seamless integration of security features like biometric authentication, and interactive help tools have been incorporated to enhance the user journey. The bank’s strategy also involves periodic usability testing and A/B testing to continually refine interface elements based on real-world usage data. Such initiatives are designed to facilitate faster transaction processing, reduce errors, and ultimately lead to greater customer engagement and loyalty in an increasingly digital financial landscape.
Statement of the Problem
Despite the new mobile application interface improvements, Heritage Bank faces challenges in achieving uniform usability across diverse devices and operating systems. Variations in screen sizes and hardware capabilities sometimes result in inconsistent user experiences, with reports of slow load times and occasional app crashes. Additionally, while the redesign addresses many usability issues, customers with lower digital literacy may still find it challenging to navigate some of the advanced features. Inconsistent user feedback integration and delayed updates further contribute to suboptimal performance in certain segments of the customer base. These challenges can reduce overall satisfaction and hinder the bank’s goal of increasing digital adoption. The study aims to identify these usability gaps and propose targeted improvements to ensure a consistently positive user experience.
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 technical and user experience challenges affecting app performance.
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To recommend strategies for optimizing interface design and user support.
Research Questions
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How does the redesigned mobile app interface affect usability and customer engagement?
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What technical challenges hinder consistent performance across devices?
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What measures can improve the overall digital experience for diverse user groups?
Research Hypotheses
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H1: The redesigned mobile app interface significantly improves digital banking usability.
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H2: Device compatibility issues negatively affect user experience.
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H3: Enhanced user support and continuous updates are positively correlated with improved usability.
Scope and Limitations of the Study
The study focuses on Heritage Bank’s mobile application, using user experience surveys, app performance data, and technical reports. Limitations include variations in device performance and differing levels of user digital literacy.
Definitions of Terms
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Mobile Application Interface Redesign: The process of updating the visual and functional elements of a mobile banking app.
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Usability: The ease with which users can navigate and interact with the app.
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Digital Banking: The provision of banking services via digital platforms.
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Biometric Authentication: Security measures that use physical characteristics for user verification.
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