Usability Evaluation of Mobile Banking Applications Among Older Adults

Abstract

This study investigates the experiences and challenges faced by older adults when using mobile banking applications. In today's context, a significant portion of financial transactions are conducted via mobile devices, which can pose considerable challenges, particularly for individuals with limited digital literacy. Therefore, this study is important in terms of facilitating older adults' access to banking services and promoting financial inclusion. Twelve elderly individuals enrolled in the “Internet Banking and Internet Shopping” course at Sinop University Third Age University participated in the study. Participants were given nine tasks to complete using the mobile applications of four different banks. These tasks included routine banking operations such as checking account balances, transferring money, paying bills, performing credit card transactions, and configuring security settings. Throughout the task completion process, the research team used observation forms. At the end of the study, the System Usability Scale was applied, followed by semi-structured interviews with the participants. The data obtained were analyzed using descriptive statistics for quantitative data and content analysis for qualitative data. The findings highlighted the key areas experienced by seniors when using mobile banking and identified their needs regarding mobile banking usage.