모바일 뱅킹 앱의 ‘고령자 모드’ 사용자 경험 평가 - 60대 고령자를 중심으로 -

초록

As society enters a super-aged phase, establishing a user-friendly digital environment for elderly users has become increasingly important. Although Korean mobile banking applications offer a ‘Senior Mode’, they lack clear and consistent standards, reducing their practical effectiveness. Additionally, existing elderly-friendly guidelines are not sufficiently reflected in current applications. Therefore, this study aims to evaluate the user experience(UX) of ‘Senior Mode’ in mobile banking applications and analyze the extent to which elderly users’ physical and cognitive characteristics, as well as their mental models, have been considered in the design. To achieve this goal, a System Usability Scale (SUS) survey and in-depth interviews were conducted with ten elderly users in their 60s regarding two applications, ‘KB Star Banking’ and ‘Toss’. The findings were analyzed using Jesse James Garrett’s framework. The results revealed that both applications required clearer terminology usage and adjustments to button size and layout spacing. Additionally, ‘Toss’ users expressed a need for minimized screen transitions. Furthermore, the elderly users’ mental models significantly affected their user experience, highlighting the importance of UX writing strategies that clearly communicate meaning to elderly users. This study is expected to serve as foundational research for improving elderly-friendly financial services.

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