Enhancing User Experience in Financial Services

Fatma Molu, Nur Findik and Mustafa Dalci
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Fatma Molu: R&D Department, Kuwait Turkish Participation Bank, Kocaeli, Turkey
Nur Findik: User Experience Designe, Userspots, Istanbul, Turkey
Mustafa Dalci: User Experience Specialist, Userspots, Istanbul, Turkey

International Journal of E-Services and Mobile Applications (IJESMA), 2014, vol. 6, issue 2, 12-22

Abstract: The domain of User Experience (UX) involves studying, designing for and evaluating the experiences that people have through the use of a system. This use takes place in a specific context, which has an impact on, or contributes to, the UX. As enterprises make a focus on the customer integral to their strategies, they need to recognize that technology developments are changing the customer relationship. In today's world, a great number of interactions between financial services and their customers have moved to digital environments and as a result a user interface design's significance increases in shaping the digital, financial experience.Based on this increasing importance, this paper proposes the role of usability studies for return on investment, along with a case study carried out in Kuveyt Turk Participation Bank. It involves an extended user research of online bank services which resulted with new specifications to be applied in the new corporate online banking service.

Date: 2014
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International Journal of E-Services and Mobile Applications (IJESMA) is currently edited by Rajeev Dwivedi

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