Investigating and comparing the usability models in the banking applications

Transcription

1 Engineering Research Journal ISSN: Vol 3, Issue 6, pp Investigating and comparing the usability models in the banking applications Salar Rastari, Amin Babazadeh Sangar * Department of Computer Engineering, Urmia Branch, Islamic Azad University, Urmia, Iran Corresponding author bsamin2@live.utm.my Abstract: With the development of mobile systems in various areas of human life and attention to user demands and given the expansion of the market and attract more audiences to use the provided services by mobile companies and competitive market, the need to attention for using a software has used more than in the past. Today, the mobile software uses to services doing and services to contacts. Due to the expansion of the applications, banks as organizations that are looking for Mobility or Mobile services and services by customers themselves, so they move towards mobile applications. These applications or new functionality saves resources, time and money of users. Usability is one of the factors in the development of applications that will lead to improve efficiency and quality of them. This paper investigates and compares the banking applications models. Keywords: Smart phone, Usability, Banking application, Electronic banking Introduction Mobile is a device that people carry with them at any time. Service beyond voice and text messages all over the world have thrived and users of the services that through computers connected to the Internet, want on their mobile phone. Smart phone of mobile phones with advanced computing and more communications is the capabilities of mobile phone. Smart phones typically include features of mobile phone with other consumer popular devices as a personal digital assistant, a media player, a digital camera, or a GPS that technology of smart phone progress every day so rapidly. Smart phones have become a smart tool for every person and every day that make an opportunity for the development of banking services in order to deliver the non-banking population through mobile banking. Using cell phone banking can make more accessible the financial services for people with low incomes, minimized time and distance to the nearest bank branches. Having a useful application on a smart phone that can easily meet all their needs to a program is the today challenges of mobile application development. In addition to the construction of such a program that consider for users as efficient depend completely to a set of the most important factors in the design and development of software. Issue in this case arises in the today scientific community of computer is known as the Usability of software since most mobile applications consider of full application software and specific uses, the attention to the usability issue of this applications is so importance and these applications are important in the control of research by scientists in this area that the results of this research show that there are various factors affecting on the Usability software. Usability is one of the important factors for the production of products such as websites and software with quality and high usability. Good usability of a system, the main purpose of the designers is interface. The various models of Usability presented that by studying on it can get great help to create applications with interface with quality. Mobile Banking Mobile Banking is a system via mobile phone can do your banking. In this system with the installation of the software on the mobile phone at any time of the day without going to the bank can do operating such as get account balance, transfer funds and pay bills. Also designing the programs based on the size of smart phone screen and use the maximum screen of smart phone is very important [1]. With an increase in confidence [2] will help to make greater use of banking program [3]. To help existing methods can gradually develop the software and test [4]. Mobile banking is a solution for clients with bank accounts to communicate of the banks or financial institutions via mobile networks. Mobile technology is a revolution in the global banking and payment industry. Many opportunities to provide additional facilities to their customers in developed countries have brought to the banks. Most people think that mobile banking applications are safer and more convenient and can be used in any place and any time. Price and availability

2 are other factors that can affect in the use of mobile banking. Most banks believe that mobile applications that will help them to reduce the transaction costs as well as the increase of customer interaction and retention. Mobile banking applications which are applications that are installed on the smart phones which includes unique features, such as: Pay bills Transfer of funds between accounts Operations and transactions related to loans Bills (turnover, inventory, etc.) Determining the amount of Check Preliminary studies by the form and questionnaire in Figure 1 of this study was to determine to inform about the data of smart phones use and the bank program installation. In this study, using the Open Ended questionnaire and Literature Review that provide to users, the reasons for low use of banking software was extracted. The statistics of people who use their smart phone and among them the number of people that installed banking application on your phone and those who use it, obtained, respectively. The questionnaire provided to users that install on your smart phone the banking app, the data obtained in Figure 2 that was taken of the big cities of Iran it was found that most people despite having a smart phone use very little banking applications. According to the obtained statistics in developed countries with the highest use of their technology, due to the increased use of smart phones, the use of banking software is low. Figure 3 shows the use of smart phones and Figure 4 shows the mobile service usage in the modern world [5]. Figure 1. Questionnaire to assess the use of smart phone and banking applications Tehran Tabriz Karaj Shiraz Esfehan Urmia Mahabad Using smartphone Installed banking app Using banking app Figure 2. The use of smart phones, banking applications install and use them 78

3 Figure 4. The use of banking applications Figure 3. The use of smart phones The important reasons of using little from the banking software that obtained of the population after analyzing the results, respectively, are as follows: The font size and color is not suitable. Icons don't give the customer clear information. Going from one page to another is not easy. Menus function was not satisfied. All the needs of the customer payment is not received. Fields filling was not clear enough. Design of environment and user interface is not very attractive. Provide this software is limited to one or two platforms. According to the primary studies that was done and researches that was administered and by collecting information from questionnaire that was said, researchers in preliminary study concluded that problems of lack of using these applications rooted in a discussion on the use of this program called Usability in these programs is that to solve this problem and increase the amount of use, banks need to build and design a program to be Usable, Therefore, this article reviews the available methods to offer suggestions for the future. Usability Usability is ease of use and learning the object of man-made. Subject of use can be a software program, website, book, tool, machine, process, or any other thing that people interact with it. With the advent and rapid adoption of smart phone technology, a number of recent studies have focused on the usability of mobile phones [6]. Problems caused by the physical limitations [7] mobile devices and wireless networks imply that design and usability studies for mobile applications, need to carefully select appropriate research methods and to minimize the effect of potential contextual factors to be considered, when they are not at the center of studies [8]. Usability includes measurement functionality as needs analysis [9] and study the underlying principles of beauty of understand a thing. Human-computer interaction and computer science, the usability studies the elegance and clarity that with it in the interaction with a computer and Web (Web Usability) is designed. Evaluation to product development and usability is vital. If establish the path for product development, design process, and the final results [10]. Usability of user satisfaction and the user experience is distinct because it also considers the usefulness usability. By the analysis of the aspects of usability can imagine the usability aspects of software architecture before the better implementation phase. In turn, this can then help to determine the three main components of the user interface: work requirements components, ideal component for the user and specified component to run [11]. Usability of mobile includes some of the challenges associated with mobility including mobile frame, fittings, 79

4 small screen size, different resolution, power and limited processing capability and data entry methods [12]. Usability features is the result of product or using system. In other words, if a system is used, the user must experience the features both subjective and objective [13]. Standard ISO 9241 (Ergonomics of Human System Interaction) define usability as: "To what extent a product (environmental or services) can be used by the specific users to achieve the objectives determined by the characteristics of effectiveness, efficiency and satisfaction in a specified context [14].Mobile device manufacturers have imposed the restrictions on their use, for example, IOS Apple's user interface guidelines [15] features of the IOS platform that should be considered during the process of software development, express, such as Interaction with multi-touch screen, display of resolution and different dimensions, and changes to devices such as tapping and pinch gestures. In addition, Apple's App Store checks the provided applications for stores of Apple based on these characteristics. Google developed the Android user interface guidelines [16] that guide developers to consider the following features: gestures, size and position of icons and buttons, menu text, and call them, simply, as and certain aspects of the text and text messages. The guidelines also explain how these features should be considered in develop and test Android applications. Current model of Usability Usability testing to be effective should be able to elicit feedback from users about the problem and the level of user satisfaction in using the software [17]. Shackel model Usability model by Brian Shackel [18] in 1991 is very used. Shackel began from a perception of a product in which the reception is the highest level concept.according to this model Usability is a property of Systmya a part of the equipment. Properties are not fixed and in relation to the training and support, their tasks and environments are relative. Systmya a piece of equipment may be used if the combination of users has tasks and environments. Usability has two aspects, one aspect of which is related to the subjective perception and the objective is to measure engagement. Tools, scales or aspects needed to be separated. Shackel in the definition, detect debts from the set of used criteria, such as effectiveness, learning, flexibility and attitude suggests. For the system can be used it is necessary to define levels of scale achieved by the following: Effective (Effectiveness): means the result of the interaction in terms of speed and program errors that occur when using the program. Learn (Learnability): the relationship with learning performance and frequency of use, for example, the new user learning time and retention on the part of casual users Flexibility (Flexibility): compatibility with the tasks and environments beyond the time specified. Attitude (Attitude): means "acceptable levels of human cost in terms of fatigue, discomfort, frustration and personal effort". Preece et al model This model in 1994 introduce three Usability factors such as throughput, learning and attitudes. Throughput (Throughput): in order to be able to use the maximum power of the system. Learning: The system is simple for users to learn Attitude: means "acceptable levels of human cost in terms of fatigue, discomfort, frustration and personal effort". Nielsen model In Nielsen model [19] five properties in productivity, satisfaction, learning, and remembering and error rate has identified the factors affecting the usability efficiency (Efficiency): resources are spent on the accuracy and completeness with which users achieve goals. Satisfaction (Satisfaction): freedom from discomfort, and positive attitudes towards the use of the product. Learning: The system should be easy to learning so that the user immediately began to work with the system. 80

5 remembering (Memorability): The system should be easy to remember so that the user after a period that does not use it, without having to learn everything again able to return to the system. Errors (Errors): The system must have a low error rate, so that user does the least error when using the system and if they are error can easily restore them. Catastrophic errors should not occur. Shneiderman model The Model in1992 introduce the usability factors according to the rules of interface design that performance speed factors, time to learn, maintain over time, error rates by the user satisfaction as factors affecting on Usability of programs introduced. Learning time (Time to learn): How long does it take that the average user of the community learns the actions using (actions) related to a set of things? Speed of performance (Speed of performance): How long does it take to benchmark operations be carried out? Error rate by the user (Rate of errors by user): How many and what type of errors prompt the user to perform the operation benchmark? Time to create the error and correct it may be mixed with fast, error checking, such as a malicious component interface that is worthy of extensive study. Maintenance over time (Retention over time): how users maintain of their knowledge well after an hour, a day or a week? Retention may be closely related in time to learn, repeat in using plays an important role. Satisfaction: how users use the various aspects as the interface? The answer can be written by interviews or surveys which include measures and satisfaction and free space for comments to be achieved. International Organization for Standardization (ISO) Model ISO [20] in 1998 were presented. The usability as "In what rate a product can be used by specified users to achieve the specified goals with effectiveness, efficiency and satisfaction in a specified context of use are defined. This definition identifies three factors that should be considered when evaluating the usability. User: person who interacts with the product. Purpose: consider result User field: Users, tasks, equipment (hardware, software and materials), and the physical and social environment in which the product is used. In order to measure how much usable a system, the ISO standard explain three features for measuring these properties including: effectiveness, efficiency and satisfaction. Effectiveness (Effectiveness): accuracy and completeness with which users achieve specified goals. Efficiency: resources are spent on the accuracy and completeness with which users achieve goals. Satisfaction freedom from discomfort, and positive attitudes towards the use of the product. Constantine and Lockwood model This model in 1999 to introduce a method for designing a user interface based on user focus on the purpose and use of patterns were introduced, that cover factors of efficiency, learning, remembering, reliability in use and satisfaction. Interest in use (Efficiency in use): time and cost spent to reach a quality product. Learning: The time it takes the user to learn the system is minimized. remembering: how long the user hasnot used the system, again not spend time learning with the system. 81

6 Reliability in use (Reliability in use): the system must have the trust and the security and complete safety for the user to use it well. User satisfaction (User satisfaction): the user should have a positive attitude in proportion to their needs using all the features and software features and have a sense of satisfaction after its use without any discomfort to him. Usability model QUIM This model [21] In 2006 with a combination of standard specification ISO 9241 and ISO 9126 to introduce seven Usability factors, including: effectiveness, efficiency, satisfaction, effectiveness, safety, and accessibility has introduced the international. Effectiveness (Effectiveness): the accuracy and completeness of what a particular job user gain in a particular field. Efficiency of the resources spent in relation to the accuracy and completeness with which the user reaches a target. Satisfaction: no discomfort and positive attitude towards the use of software products. Productivity (Productivity): The usefulness of the so-called multi-dimensional, meaning it can be used depending on the context in which they differ. Utility can be simply as output divided on input that used to produce the defined output: input includes materials, labor, capital, energy, etc., and the output includes products, services or information. Safety (Safety): protect safety of users is from dangerous errors, for example, the loss of all user data and protection of user's confidential information. Safety can also improve to the user how to recover from mistakes. Safety goal Usability is considered small. An example of design safety is not to put the delete button next to the Save button. Cosmopolitanism (Internationality): The degree to which software can be used for the global market, according to consider the different regions, population stereotypes, language, and culture. Accessibility (Accessibility): The degree to which software can be easily used by a wide range of people, including those who need assistive technology such as screen or voice recognition. Usability model PACMAD Model PACMAD [22] combines features of both the ISO and the Nielsen model. Usability PACMAD models feature three factors (user, task and context) to identify mobile applications that are available. Each of those factors on the final design of user interface for mobile application will affect. The models in 2013 to seven on Usability factors, including: effectiveness, efficiency, satisfaction, learning, remembering, the error rate and load has noted. Effectiveness: the ability of user in finishing a work in a specific context. Typically effectiveness by assessing whether participants can accomplish or not a set of tasks is measured. Efficiency (Efficiency) user ability in finishing his work in a particular field with speed and accuracy. This feature reflects the uses of a user when using software. Productivity can be found in the number of procedures, such as the completion time of a given task, or the number of keystrokes required to be measured. Satisfaction: The understanding level of comfortable and provided desirability for user through use of the software. This is reflected in the user view. It is usually measured subjective and vary among individual users. Questionnaires and other Qualitative techniques commonly used to measure the user attitude to a software application. 82

7 Learning: A recent survey has mobile app users [23] that users on average spend less than 5 minutes to learn to use a mobile app or longer. There is a lot of software on mobile and if users are not able to use a software application they may simply choose another. That's why PACMAD model includes features of usability that Nielsen is suggested. Remembering: the user is effective to maintain how use the software. The software may be used regularly and sometimes may be used only sporadically. User for remembering how to use the software without having to learn again after a period of non-use is required. Errors: models of usability PACMAD has expanded the description, first by Nielsen include assessment of errors by participants made during the use of mobile applications, is proposed to allow developers to identify the most difficult part for users and the development of this parts in the next iteration of development. Load (Cognitive load), the main contribution PACMAD the inclusion of cognitive load as a feature of usability. Unlike traditional desktop applications, mobile app users may have additional tasks, such as walking while using mobile to do answer. For this reason, taking into account the impact of the use of the mobile is important on the user performance of these additional tasks. Compare the models of Usability According to conducted research in-depth studies on Usability, different factors were compared and then to prioritize them: Effectiveness Learnability Satisfaction Efficiency Memorability Errors Attitude Through Speed put of perfor mance Flexibility Internationality Retention over time Safety Reliabilit y in use Productivity Accessibility Cognitive load Shack el model Table 1. Comparison of Usability Preece Nielse Shnei ISO et al n derma model model model n model Constan tine &Lockw ood model Q model UIM PACM AD model 83

8 Priority of Usability factors The study was based on a study, affecting factors on Usability of smart phone app was extracted from previous models and then after compare of existing models, Usability factors affecting divided into three grades, then by designing a questionnaire that containing several questions, obtained another influential factor. Table 2. Grading the affecting factors on Usability Learnability first degree Satisfaction factors second degree Efficiency Effectiveness factors Reliability in use Memorability Throughput Error Speed of performance Safety third degree Attitude Internationality factors Flexibility Conclusions Electronic banking is growing day by day and cover the whole society, as well as mobile devices are used as part of e-banking, Mobile banking as one of the important services that are omnipresent available, can be used in various ways such as SMS and the Internet. Users are at the top of the mobile banking, with the same purpose; this research will focus on smart phone apps Usability. In this paper examined trends in Usability and mobile banking. Then by finding the factors affecting Usability and compare them on a table invoices, was graded. Lack of appropriate usability, use the services and Mobile banking services is very low. In future we can add to factors affecting the software, also consider them and the new Usability with the higher efficiency than previous models presented. References A.Seffah, N.Kececi, M.Donyaee, QUIM: A Model for Usability/Quality in use Measurement, (2006) Alex Koohang, "Expanding the Concept of Usability," University of Wisconsin Milwaukee, Milwaukee, WI, USA, Informing Science Journal, Volume 7, 2004 Apple ios Human Interface Guidelines: duction/introduction.html August 3, 2007, chapter 2,One-dimensional usability - influence of usability on consumers' product preferenceby Turkka Keinonen. UIAH publication A21. Helsinki D. Zhang and B. Adipat, Challenges, methodologies, and issues in the usability testing of mobile applications, International Journal of Human-Computer Interaction, vol. 18, no. 3, pp , Fatih Nayebi, Jean-Marc Desharnais, Alain Abran, "THE STATE OF THE ART OF MOBILE APPLICATION USABILITY EVALUATION," École de Technologie Supérieure Université du Québec, 2013 Fayez Alshehri, Mark Freeman, Dec 2012, Geelong, Methods of usability evaluations of mobile devices Flood, D, Harrison, R, Duce, 2013, Usability of mobile applications: literature review and rationale for a new usability model Flood, D, Harrison, R, Duce, D, & Iacob, C. (2013). Evaluating Mobile Appli-cations: A Spreadsheet Case Study. Interna-tional Journal of Mobile Human Computer Interaction (IJMHCI), 4(4), doi: /jmhci Google User Interface Guidelines: Helen Petrie, Nigel Bevan, 2009, "The evaluation of acces-sibility, usability and user experience" ISO 9241: Ergonomics Requirements for Office Work with Visual Display Terminals (VDTs) International Standards Organisa-tion, Geneva (1997). Karwowski W, Soares M M, Stanton, N A. Human Factors and Ergonomics in Consumer Product Design: Methods and Techniques (Handbook of Human Factors in Consum-er Product Design): Needs 84

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