User Experience over Time with Personal Assistants of Mobile Banking Application in Turkey

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Date

2020

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Springer international Publishing Ag

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Industrial Design
(2009)
World Design Organization, of which we are an institutional member, defines industrial design in a nutshell as “a trans-disciplinary profession that harnesses creativity to resolve problems and co-create solutions with the intent of making a product, system, service, experience or a business, better.” Industrial designers place people at the heart of the process. They perceive user needs in depth through empathy and apply a pragmatic, user-centered problem solving process to design products, systems, services and experiences. They are the strategic shareholders of the innovation process and are in a unique position to bridge the gap between various professional disciplines and commercial interests. They value the economic, social and environmental effects of their work, as well as its contributions in the creation of a better quality of life. Founded in 2009, our department offers mandatory professional courses, technical courses and professional elective courses to prepare our students to become well-equipped and competitive in their business life.

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Abstract

Being able to chat with artificial intelligence-based applications has been changing user interaction and has opened doors for a various number of new user experiences. The new apps that emerged lately with new technologies now launched in mobile banking applications as the form of personal assistants. This paper aims to research what features of the assistants affect the overall user experience. At the end of the study, a possible design guideline for designing these assistants in Turkey discussed, since most of the existing guidelines are for personal assistants for everyday life. Twelve users of Maxi, one of the most used personal mobile banking assistant, participated in the research and evaluated their experience after 15 days of usage. The research showed that their impression was positive during the first interview but during the second interview, there was a decline for all values of the impressions of user experience. In the end, the results showed that the original application of the bank was more preferable than the personal assistant.

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Demirci, Merve/0000-0002-0315-5898
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Keywords

Personal assistants, Mobile applications, Mobile banking applications, Conversation design, User engagement, User engagement patterns

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1

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Source

3rd International Conference on Intelligent Human Systems Integration (IHSI) - Integrating People and Intelligent Systems -- FEB 19-21, 2020 -- Modena, ITALY

Volume

1131

Issue

Start Page

646

End Page

652

URI

https://doi.org/10.1007/978-3-030-39512-4_100
 https://hdl.handle.net/20.500.14411/3451

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