Presentation
Enhancing User Experience in Integrated Financial Services by Deriving User Types and Design Implications
SessionUX: Engaging Users
DescriptionThis study proposes a user-centered approach to designing integrated financial services by analyzing real-world usage behaviors and needs across diverse user types. As financial services increasingly shift to digital platforms, users are required to manage essential financial tasks independently. However, current FinTech solutions often overlook differences in user characteristics, digital literacy, and usage contexts. To address this gap, we conducted a week-long study with 41 participants, collecting 1,231 episodes of financial service use through daily surveys and qualitative entries. Each episode was analyzed using clustering techniques to classify financial activities and segment user types into tech-savvy, ordinary, and traditional users. Topic modeling with BERTopic and feature importance analysis via XGBoost revealed distinct pain points and preferences across user types. Drawing from these insights, we proposed user-centered design implications that accommodate the needs of each user group and illustrated example interface designs for improved service efficiency and personalization. This study highlights the importance of integrating behavioral, contextual, and perceptual data to inform financial service design. Our approach offers practical value for researchers and service providers aiming to enhance user satisfaction and promote broader acceptance of digital financial services in the era of digital transformation.
Event Type
Industry/Practitioner Content
Lecture
UX Miniconference
TimeWednesday, October 15th10:10am - 10:30am CDT
LocationGrand Hall M/N
User Experience
UX Mini-Conference
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