Analisis User Experience pada Aplikasi Mobile Banking Menggunakan Metode Human Computer Interaction

Abstract

The rapid development of digital technology has encouraged the banking sector to provide mobile banking applications to improve transaction convenience and efficiency for customers. However, the success of a mobile banking application is determined not only by its features but also by the quality of user experience (UX). This study aims to analyze user experience in mobile banking applications using the Human Computer Interaction (HCI) approach. The study employed a quantitative method through questionnaires distributed to active mobile banking users. The research instrument was developed based on key HCI aspects, including usability, learnability, efficiency, memorability, and user satisfaction. The collected data were analyzed using descriptive statistical methods to evaluate the quality of user experience. The study also identified several common issues experienced by users, such as less intuitive navigation, slow application response time, and inconsistent interface design across certain service features. The findings indicate that most users perceive the mobile banking application positively, particularly regarding transaction convenience and real-time financial service access. Nevertheless, improvements are still needed in user interface design and system stability during high traffic conditions.