Abstract
Based on the theories of user experience and mental model, the paper takes two representative E-banks of China for case study. Method of questionnaire is used to determine research object and contents, observation is used to obtain mental model of users and actual model of E-banks, and path search is applied to verify the relationship between mental model and actual model. An innovative research of E-banks’ login, transfer and remittance by usability test has been done to analyze participants’ task completion time, task completion rate, heat map, scan path and other indicators affecting user experience, in which case the assumption that consistency of use flow can improve user experience of service-oriented websites is validated.
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