Risk of desirable user experiences: insights from those who create, facilitate and accept mobile payments

Martin Mahler () and Andrew Murphy ()
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Martin Mahler: Massey University
Andrew Murphy: Massey University

Electronic Commerce Research, 2025, vol. 25, issue 5, No 19, 3927-3948

Abstract: Abstract Incorporating fluency theory into a user experience design framework, this study utilises design considerations, drawing on complementary angles of the two theoretical domains, as a foundation with the ultimate goal of creating beneficial mobile payment experiences. An exploratory approach is deployed through semi-structured interviews to provide insights into experience design considerations utilising sensory elements and risk perception, a combination which has thus far received little attention. Research participants consist of senior managers that work for companies that create, facilitate, or accept mobile payment apps or processes. A conceptual framework is proposed with design as a starting point, including aesthetics and the need for a simplified experience, along with sensory elements that replicate familiar visual, audio, and haptic stimuli. These lead to a more usable experience that is perceived as easy to use through a frictionless experience. Usefulness is increased as exposure increases, and new app or process features can be added once prior features become familiar through repeated use. Key trade-offs include a simplified experience versus feature-rich experience, and frictionless experiences versus security risks, with key practical suggestions on how these can be approached.

Keywords: Haptic; Interview; Mobile payments; Processing fluency; Risk perception; Sensory experience; User experience design (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s10660-024-09835-4

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