Inclusive Design of Digital Banking with Voice User Interface: A Study Based on Indonesia's Population

Abstract

The financial industry has been disrupted by digital transformation. Nowadays, most banks have provided digital banking services to their customers. However, the current issue shows that not all groups of the society in Indonesia can easily access banking services, such as people with disabilities, especially visually impaired people as the largest percentage of people with disabilities in Indonesia. They often face difficulties and discrimination when registering bank accounts. Moreover, existing digital banking has low accessibility for visually impaired people. This study aimed to improve the interaction design of digital banking with inclusive design so it could be used as inclusive as possible. User research was conducted to understand users' needs and problems through questionnaires and interviews. Then, a prototype that is equipped with a voice user interface (VUI) was developed and evaluated with three visually impaired and two sighted people. The evaluation was measured through the System Usability Scale (SUS), Single Ease Question (SEQ), and an additional five-point scale questionnaire. The empirical result showed that the prototype has achieved usability and user experience goals: effective to use with 100% completion rate, easy to learn with 96.3% score, helpful with 96% score, and satisfying with 88% SUS score, both for visually impaired and sighted users.