Document Type

Closed Project

Publication Date

Winter 2017


Scott Mainwaring

Course Title

User-Centered Innovation

Course Number

ETM 556/656


This paper explores the use of mobile banking applications. User behaviors and frustrations were defined through literature reviews and interviews and used to provide recommendations to improve the banking application experience with the goal of increasing the use of the application. With improvements in technology, it allowed banks to increase services offered to their customers. The mobile banking application was developed to provide users the convenience of making financial transactions with their account without having to go to the bank. The five-stage design thinking process was utilized to develop recommendations on how to improve the mobile banking application experience. Understanding how users feel about using the mobile banking application through ease of use, security, and readability suggests that mobile application is no longer just convenience alone but also to provide users with a comprehensive platform that integrates multiple financial services into a single package, service, simplicity, and security will enhance the user's experience with the application.


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