Masters Research:
Mobile Banking Usability
Fintech / Research
This academic research project, conducted as part of my Master's degree, aimed to evaluate the usability of leading mobile banking applications in the United Kingdom. The study utilized the System Usability Scale (SUS) to produce quantitative benchmarks and qualitative feedback to identify common pain points and areas for improvement in the competitive fintech landscape.
Project Info
ROLE:
UX Researcher
DATE:
May 2022
METHODOLOGY:
System Usability Scale (SUS), User Interviews, Heuristic Evaluation
The Research Problem
How do we design a mobile banking experience that feels highly secure without sacrificing speed and ease of use?
Initial Study & Key Findings
An initial usability study was conducted with five participants who evaluated four different low-fidelity prototypes (A, B, C, and D), each with varying levels of security controls. The goal was to understand user perceptions of the trade-off between security and usability.
The findings revealed a clear pattern:
- Users demand security, but reject complexity. While participants valued security, prototypes with multiple authentication steps or intrusive questions (like asking *why* a transfer was being made) received the lowest usability scores.
- Shorter user flows are better. The prototype with the most direct path to task completion (Prototype A) received the highest average SUS score.
- Subtle security is effective. Users preferred non-intrusive security features, such as optional fraud warnings and background verification checks, over overt, mandatory steps.
- Background validation builds confidence. A feature that confirmed a payee's details matched was universally liked, especially when presented clearly without adding unnecessary steps.
The Solution: A New Prototype
Based on the insights from the first study, a new mid-fidelity prototype was designed. It integrated the best-performing elements into a single, optimized user flow. The design focused on keeping the primary user journey as short as possible while embedding security checks in a subtle, non-disruptive manner.
Validation & Impact
The new, iterated prototype was tested with the same five participants. The results showed a significant improvement in perceived usability, validating the design decisions made from the initial findings.
The new prototype achieved an average SUS score of
80.5
placing it in the "A" grade category for usability and in the top 12% of all systems tested.
This research successfully demonstrated that a balance between robust security and high usability is achievable. By focusing on background processes and optional, subtle security cues, we can create financial applications that users trust and find easy to use.