A Case Study with a Riverside Community to Improve Apps Instant Payments Access
Resumo
Computational systems have revolutionized essential services to society. The inaccessibility of instant payment applications can cause obstacles in financial activities between customers. This work aims to improve the accessibility of instant payment services for emergent users. We carried out a case study in a riverside community with 12 participants using the Semiotic Engineering theory (SemEng) across the Communicability Evaluation Method (CEM), identifying the accessibility problems caused by communicability disruptions. Data collection has been organized in three steps: interviews about social aspects, interactions with a payment proposal, and interviews to gather interaction challenges and opportunities. The payment proposal was developed with accessibility guidelines, a report, and manuals of a Brazilian financial institution. With this, we developed 14 design considerations for instant payment applications, which software developers can easily and quickly implement. Lastly, we highlighted the social, regional, and geographic factors that shape the digital interactions of emergent users.
Palavras-chave:
Accessibility, Traditional Communities, Financial Services
Referências
Bacen. 2022. O que é Pix. [link]
Simone Diniz Junqueira Barbosa, Bruno Santana da Silva, Milene Selbach Silveira, Isabela Gasparini, Ticianne Darin, and Gabriel Diniz Junqueira Barbosa. 2021. Interação Humano-Computador e Experiência do Usuário. Autopublica¸c ao.
Christian Bastien and Dominique Scapin. 1993. Ergonomic criteria for the evaluation of human-computer interfaces. Ph. D. Dissertation. Inria.
Brasil. 2007. DECRETO Nº 6.040, DE 7 DE FEVEREIRO DE 2007. [link]
Brasil. 2014. eMAG - Modelo de Acessibilidade em Governo Eletrônico. [link]
Brasil. 2015. Lei Nº 13.146, de 6 de Julho de 2015. [link]
Eliane Pinheiro Capra, Simone Bacellar Leal Ferreira, Denis Silva Da Silveira, Bruno Brochado Ribeiro, and Débora Maurmo Modesto. 2011. Evaluation of Web Accessibility from the Perspective of Functional Illiteracy. In Proceedings of the 10th Brazilian Symposium on Human Factors in Computing Systems e the 5th Latin American Conference on Human-Computer Interaction (Porto de Galinhas, Pernambuco, Brazil) (IHC+CLIHC ’11). Brazilian Computer Society, Porto Alegre, BRA, 280–288.
Eliane Pinheiro Capra, Simone Bacellar Leal Ferreira, João Marcelo Marques, and Samuel Santos Portela. 2021. ACESSIBILIDADE DE INTERFACES WEB PARA CUIDADORES COM BAIXA ESCOLARIDADE: ASPECTOS E REFLEXÕES. Conexões-Ciência e Tecnologia 15 (2021), 021026.
Beenish M. Chaudry, Katie A. Connelly, Kay H. ans Siek, and Janet L. Welch. 2012. Mobile Interface Design for Low-Literacy Populations. In Proceedings of the 2nd ACM SIGHIT International Health Informatics Symposium (Miami, Florida, USA) (IHI ’12). Association for Computing Machinery, New York, NY, USA, 91–100. DOI: 10.1145/2110363.2110377
Clarisse Sieckenius De Souza. 2005. The semiotic engineering of human-computer interaction. MIT press.
Clarisse Sieckenius De Souza and Carla Faria Leit ao. 2009. Semiotic engineering methods for scientific research in HCI. Synthesis Lectures on Human-Centered Informatics 2, 1 (2009), 1–122.
Clarisse Sieckenius de Souza, Carla Faria Leitão, Raquel Oliveira Prates, and Elton José da Silva. 2006. The Semiotic Inspection Method. In Proceedings of VII Brazilian Symposium on Human Factors in Computing Systems (Natal, RN, Brazil) (IHC ’06). Association for Computing Machinery, New York, NY, USA, 148–157. DOI: 10.1145/1298023.1298044
Devanuj and Anirudha Joshi. 2013. Technology Adoption by ’emergent’ Users: The User-Usage Model(APCHI ’13). Association for Computing Machinery, New York, NY, USA, 28–38. DOI: 10.1145/2525194.2525209
Mrunal Dhaygude and Dipanjan Chakraborty. 2020. Rethinking Design of Digital Platforms for Emergent Users: Findings from a Study with Rural Indian Farmers(IndiaHCI 2020). Association for Computing Machinery, New York, NY, USA, 62–69. DOI: 10.1145/3429290.3429297
Banco Central do Brasil. 2022. Encontre uma instituição regulada/supervisionada pelo BC. [link]
Banco Central do Brasil. 2022. Manual de Uso da Marca. [link]
Banco Central do Brasil. 2022. Requisitos Mínimos para a Experiência do Usuário. [link]
Fred France and Dela Selormey. 2009. Biometrics improving financial accessibility. Biometric Technology Today 2009, 7 (2009), 10–11.
Ana Paula Nunes Guimarães and Tatiana Aires Tavares. 2014. Avaliação de Interfaces de Usuário voltada à Acessibilidade em Dispositivos Móveis: Boas práticas para experiência de usuário. In Anais Estendidos do XX Simpósio Brasileiro de Sistemas Multimídia e Web (João Pessoa). SBC, Porto Alegre, RS, Brasil, 22–29. [link]
IBGE. 2021. Pesquisa Nacional por Amostra de Domicílios Contínua: Acesso à Internet e à televisão e posse de telefone móvel celular para uso pessoal 2019. [link]
Iconify. 2022. all open source icons in one framework. [link]
Otto Guilherme Gerstenberger Junior, Guilherme Santoro Gerstenberger, and Thiago Guimarães Yamashita. 2022. Implementação do Pix e expectativas do mercado. DOI: 10.5281/zenodo.6527314
Abdul Kabeer Kazi and Mohammad Adeel Mannan. 2013. Factors affecting adoption of mobile banking in Pakistan: Empirical Evidence. International Journal of Research in Business and Social Science (2147-4478) 2, 3 (2013), 54–61.
Mani Tebet Marins, Mariana Nogueira Rodrigues, Jéssica Maldonado Lago da Silva, Karen Cristina Martins da Silva, and Paola Loureiro Carvalho. 2021. Auxílio Emergencial em tempos de pandemia. Sociedade e Estado 36 (2021), 669–692.
Tainá Marçal dos Santos Menezes and Ana Klaudia de Almeida Viana Perdigão. 2021. O TIPO PALAFITA AMAZÔNICO: entre formalidade e informalidade do habitar na Vila da Barca (Belém, Pará, Brasil). 6 (maio 2021), 44–59. DOI: 10.21680/2448-296X.2021v6n2ID23710
Débora Maurmo Modesto and Simone Bacellar Leal Ferreira. 2013. Acessibilidade de recursos em uma interface de motor de busca com foco em usuários com baixo letramento. In Proceedings of the 12th Brazilian Symposium on Human Factors in Computing Systems. 32–41.
Prema Nedungadi, Kathryn Devenport, Rita Sutcliffe, and Raghu Raman. 2020. Towards a digital learning ecology to address the grand challenge in adult literacy. Interactive Learning Environments (2020), 1–14.
ONU. 2015. Transformando Nosso Mundo: A Agenda 2030 para o Desenvolvimento Sustentável. [link]
Raquel O. Prates, Clarisse S. de Souza, and Simone D. J. Barbosa. 2000. Methods and Tools: A Method for Evaluating the Communicability of User Interfaces. Interactions 7, 1 (jan 2000), 31–38. DOI: 10.1145/328595.328608
Elaine Regiane Damaceno Ribeiro. 2020. Desafios digitais no setor financeiro: efeitos das tecnologias da informação e comunicação nas atividades bancárias no Brasil pós 2014. (2020).
Ayushi Srivastava, Shivani Kapania, Anupriya Tuli, and Pushpendra Singh. 2021. Actionable UI Design Guidelines for Smartphone Applications Inclusive of Low-Literate Users. 5, CSCW1, Article 136 (apr 2021), 30 pages. DOI: 10.1145/3449210
Indrani Medhi Thies. 2015. User interface design for low-literate and novice users: Past, present and future. Foundations and Trends® in Human-Computer Interaction 8, 1 (2015), 1–72.
Rucha Tulaskar. 2020. Study of Instructional Illustrations on ICTs: Considering Persona of Low-Literate Users from India. In Proceedings of the 2020 Symposium on Emerging Research from Asia and on Asian Contexts and Cultures (Honolulu, HI, USA) (AsianCHI ’20). Association for Computing Machinery, New York, NY, USA, 53–56. DOI: 10.1145/3391203.3391217
W3C. 2018. Accessibillity. [link] Acessado em 25 de maio de 2022.
Simone Diniz Junqueira Barbosa, Bruno Santana da Silva, Milene Selbach Silveira, Isabela Gasparini, Ticianne Darin, and Gabriel Diniz Junqueira Barbosa. 2021. Interação Humano-Computador e Experiência do Usuário. Autopublica¸c ao.
Christian Bastien and Dominique Scapin. 1993. Ergonomic criteria for the evaluation of human-computer interfaces. Ph. D. Dissertation. Inria.
Brasil. 2007. DECRETO Nº 6.040, DE 7 DE FEVEREIRO DE 2007. [link]
Brasil. 2014. eMAG - Modelo de Acessibilidade em Governo Eletrônico. [link]
Brasil. 2015. Lei Nº 13.146, de 6 de Julho de 2015. [link]
Eliane Pinheiro Capra, Simone Bacellar Leal Ferreira, Denis Silva Da Silveira, Bruno Brochado Ribeiro, and Débora Maurmo Modesto. 2011. Evaluation of Web Accessibility from the Perspective of Functional Illiteracy. In Proceedings of the 10th Brazilian Symposium on Human Factors in Computing Systems e the 5th Latin American Conference on Human-Computer Interaction (Porto de Galinhas, Pernambuco, Brazil) (IHC+CLIHC ’11). Brazilian Computer Society, Porto Alegre, BRA, 280–288.
Eliane Pinheiro Capra, Simone Bacellar Leal Ferreira, João Marcelo Marques, and Samuel Santos Portela. 2021. ACESSIBILIDADE DE INTERFACES WEB PARA CUIDADORES COM BAIXA ESCOLARIDADE: ASPECTOS E REFLEXÕES. Conexões-Ciência e Tecnologia 15 (2021), 021026.
Beenish M. Chaudry, Katie A. Connelly, Kay H. ans Siek, and Janet L. Welch. 2012. Mobile Interface Design for Low-Literacy Populations. In Proceedings of the 2nd ACM SIGHIT International Health Informatics Symposium (Miami, Florida, USA) (IHI ’12). Association for Computing Machinery, New York, NY, USA, 91–100. DOI: 10.1145/2110363.2110377
Clarisse Sieckenius De Souza. 2005. The semiotic engineering of human-computer interaction. MIT press.
Clarisse Sieckenius De Souza and Carla Faria Leit ao. 2009. Semiotic engineering methods for scientific research in HCI. Synthesis Lectures on Human-Centered Informatics 2, 1 (2009), 1–122.
Clarisse Sieckenius de Souza, Carla Faria Leitão, Raquel Oliveira Prates, and Elton José da Silva. 2006. The Semiotic Inspection Method. In Proceedings of VII Brazilian Symposium on Human Factors in Computing Systems (Natal, RN, Brazil) (IHC ’06). Association for Computing Machinery, New York, NY, USA, 148–157. DOI: 10.1145/1298023.1298044
Devanuj and Anirudha Joshi. 2013. Technology Adoption by ’emergent’ Users: The User-Usage Model(APCHI ’13). Association for Computing Machinery, New York, NY, USA, 28–38. DOI: 10.1145/2525194.2525209
Mrunal Dhaygude and Dipanjan Chakraborty. 2020. Rethinking Design of Digital Platforms for Emergent Users: Findings from a Study with Rural Indian Farmers(IndiaHCI 2020). Association for Computing Machinery, New York, NY, USA, 62–69. DOI: 10.1145/3429290.3429297
Banco Central do Brasil. 2022. Encontre uma instituição regulada/supervisionada pelo BC. [link]
Banco Central do Brasil. 2022. Manual de Uso da Marca. [link]
Banco Central do Brasil. 2022. Requisitos Mínimos para a Experiência do Usuário. [link]
Fred France and Dela Selormey. 2009. Biometrics improving financial accessibility. Biometric Technology Today 2009, 7 (2009), 10–11.
Ana Paula Nunes Guimarães and Tatiana Aires Tavares. 2014. Avaliação de Interfaces de Usuário voltada à Acessibilidade em Dispositivos Móveis: Boas práticas para experiência de usuário. In Anais Estendidos do XX Simpósio Brasileiro de Sistemas Multimídia e Web (João Pessoa). SBC, Porto Alegre, RS, Brasil, 22–29. [link]
IBGE. 2021. Pesquisa Nacional por Amostra de Domicílios Contínua: Acesso à Internet e à televisão e posse de telefone móvel celular para uso pessoal 2019. [link]
Iconify. 2022. all open source icons in one framework. [link]
Otto Guilherme Gerstenberger Junior, Guilherme Santoro Gerstenberger, and Thiago Guimarães Yamashita. 2022. Implementação do Pix e expectativas do mercado. DOI: 10.5281/zenodo.6527314
Abdul Kabeer Kazi and Mohammad Adeel Mannan. 2013. Factors affecting adoption of mobile banking in Pakistan: Empirical Evidence. International Journal of Research in Business and Social Science (2147-4478) 2, 3 (2013), 54–61.
Mani Tebet Marins, Mariana Nogueira Rodrigues, Jéssica Maldonado Lago da Silva, Karen Cristina Martins da Silva, and Paola Loureiro Carvalho. 2021. Auxílio Emergencial em tempos de pandemia. Sociedade e Estado 36 (2021), 669–692.
Tainá Marçal dos Santos Menezes and Ana Klaudia de Almeida Viana Perdigão. 2021. O TIPO PALAFITA AMAZÔNICO: entre formalidade e informalidade do habitar na Vila da Barca (Belém, Pará, Brasil). 6 (maio 2021), 44–59. DOI: 10.21680/2448-296X.2021v6n2ID23710
Débora Maurmo Modesto and Simone Bacellar Leal Ferreira. 2013. Acessibilidade de recursos em uma interface de motor de busca com foco em usuários com baixo letramento. In Proceedings of the 12th Brazilian Symposium on Human Factors in Computing Systems. 32–41.
Prema Nedungadi, Kathryn Devenport, Rita Sutcliffe, and Raghu Raman. 2020. Towards a digital learning ecology to address the grand challenge in adult literacy. Interactive Learning Environments (2020), 1–14.
ONU. 2015. Transformando Nosso Mundo: A Agenda 2030 para o Desenvolvimento Sustentável. [link]
Raquel O. Prates, Clarisse S. de Souza, and Simone D. J. Barbosa. 2000. Methods and Tools: A Method for Evaluating the Communicability of User Interfaces. Interactions 7, 1 (jan 2000), 31–38. DOI: 10.1145/328595.328608
Elaine Regiane Damaceno Ribeiro. 2020. Desafios digitais no setor financeiro: efeitos das tecnologias da informação e comunicação nas atividades bancárias no Brasil pós 2014. (2020).
Ayushi Srivastava, Shivani Kapania, Anupriya Tuli, and Pushpendra Singh. 2021. Actionable UI Design Guidelines for Smartphone Applications Inclusive of Low-Literate Users. 5, CSCW1, Article 136 (apr 2021), 30 pages. DOI: 10.1145/3449210
Indrani Medhi Thies. 2015. User interface design for low-literate and novice users: Past, present and future. Foundations and Trends® in Human-Computer Interaction 8, 1 (2015), 1–72.
Rucha Tulaskar. 2020. Study of Instructional Illustrations on ICTs: Considering Persona of Low-Literate Users from India. In Proceedings of the 2020 Symposium on Emerging Research from Asia and on Asian Contexts and Cultures (Honolulu, HI, USA) (AsianCHI ’20). Association for Computing Machinery, New York, NY, USA, 53–56. DOI: 10.1145/3391203.3391217
W3C. 2018. Accessibillity. [link] Acessado em 25 de maio de 2022.
Publicado
16/10/2023
Como Citar
TERAN, Luciano Arruda; SILVA, Alan Trindade De Almeida; DE CARVALHO, Caio Pinheiro; FARIAS, Sandy Hiorrana Lima; DOS SANTOS, Suzane Santos; ARAUJO, Fabiola Pantoja Oliveira; DE SOUZA, Cleidson Ronald Botelho; MOTA, Marcelle Pereira.
A Case Study with a Riverside Community to Improve Apps Instant Payments Access. In: SIMPÓSIO BRASILEIRO SOBRE FATORES HUMANOS EM SISTEMAS COMPUTACIONAIS (IHC), 22. , 2023, Maceió/AL.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2023
.
