This study aims to examine the user experience (UX) and usability of mobile and open banking solutions for digital natives in Turkiye, identifying their specific needs and behaviors with these technologies. It explores how these solutions can be optimized for efficiency, security and user satisfaction.
A qualitative, exploratory study was conducted using a sample of 10 digital natives (aged 18–23) in Turkiye. Data were collected through three-stage user interviews, focusing on participants’ current mobile banking experiences, their expectations for open banking and a heuristic evaluation of mobile banking applications. The interviews were analyzed to understand the participants’ interaction patterns and usability issues with these applications.
Participants frequently used mobile banking for financial transactions like money transfers and QR payments. However, challenges like interface complexity, error potential and data overload hindered satisfaction. Participants were unfamiliar with open banking but were interested in its potential, though privacy concerns were prevalent.
This study adds to the limited literature on UX and usability in mobile and open banking, offering a design perspective focused on error prevention, trust-building and personalization.
