Application of The User Centered Design Method To Evaluate The Relationship Between User Experience, User Interface and Customer Satisfaction on Banking Mobile Application

The aim of this research is to evaluate user satisfaction through UI/UX design in mobile banking and find out what kind of
UI/UX appearance users want using the user-centered design method. This research uses a qualitative approach. In addition
to the qualitative approach, this research also incorporates a quantitative approach. Data collection in this research used
usability testing, interviews, and questionnaires. We calculated the data obtained from the questionnaire statistically using
Microsoft Excel. The results of questionnaire data analysis can be in the form of graphs or numbers. Researchers create a list
of required elements or features to maintain, add, improve, or remove after collecting and analyzing data. Researchers will
implement the requirements list by providing prototype design recommendations. The research results showed that 90% of
participants successfully completed the 10 task scenarios given during the evaluation of ongoing mobile banking usability
testing. Furthermore, during the evaluation of mobile banking prototype recommendations, 99% of participants successfully
completed the 10 task scenarios that had been given. The appearance that users want is a more attractive appearance by
adding more icons and illustrations, as well as making the appearance more modern. Additional features that users want,
namely adding an e-wallet top-up feature, not limiting the account mutations that can be seen, adding a share feature after
transfer, adding fingerprint and face ID features in the login section, and adding a copy feature to be able to copy account
numbers.