Проблемы юзабилити в интернет-банкинге

Abstract

As part of this article, a usability analysis of the mobile application interfaces for online banking of leading Russian banks is carried out. Usability indicators are evaluated in applications for Internet banking of Sberbank, Tinkoff Bank and VTB. The user properties are considered and the application functionality is compared. Their advantages and disadvantages from the users’ viewpoint are revealed. App scores from app stores and user feedback from a custom survey are employed. The online survey of respondents is conducted on the Google Forms platform. As a result, some functional redundancy and complexity for users of the presented applications are shown. Users’ negative perception of too frequent updates and improvements to applications is noted. This is especially expressed in Sberbank, which causes users’ fair criticism. In terms of usability, according to respondents, Tinkoff is the best application, and VTB is the worst. The level of accessibility to the application is approximately the same for Sberbank and Tinkoff mobile banks; it is slightly lower for VTB. Sberbank has a higher position in terms of information availability on the status of accounts and cards. It is also the leader in the number of subscribers. In general, it should be noted that there is significant potential for improving Internet banking applications, which in current implementations do not largely take into account the requirements of ergonomics and engineering psychology.