This thesis evaluates the usability and user experience (UX) of the Nordnet mobile application, with a focus on the challenges or barriers faced by novice users. Nordnet is one of the leading digital platforms and banks for savings, investments, loans, and pensions, in the Nordic. As financial technologies continue to advance, good usability and user experience of mobile financial applications become important, especially for users with no or limited experience using financial applications such as Nordnet. Through a combination of usability testing with interviews and the use of the System Usability Scale (SUS), this study aims to uncover the primary barriers novice users encounter, and from those recommend design improvements to enhance the usability and overall user experience.The methodology used consists of a task-based evaluation with a total of five first-time users performing a predefined set of tasks to assess different usability aspects such as learnability, efficiency, cognitive load, and the overall user experience. The findings indicate significant challenges in navigation, feature discoverability, and complex interface, affecting the overall usability and user experience negatively. The overall usability rating calculated through the SUS questionnaire was rated as below average, with only one test participant rating it as above average. Despite these challenges, certain features were appreciated for their functionality and ease of use. Suggested improvements include simplifying the interface to reduce cognitive load and enhancing the clarity of icons with the help of text labels.This research contributes to the field by highlighting the critical areas where mobile financial applications such as Nordnet can improve to better serve its novice users.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:kau-100160 |
| Date | January 2024 |
| Creators | Reuterwall, Melwin |
| Publisher | Karlstads universitet, Handelshögskolan (from 2013) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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