Design de Interação e a Experiência do Usuário em Aplicativos de Mobile Banking: um mapeamento sistemático da literatura
Resumo
Introdução: Apesar da praticidade e conveniência oferecida pelos serviços de mobile banking, diferentes grupos de usuários enfrentam barreiras de acesso a esses serviços. Objetivo: Diante disso, o trabalho mapeou os fatores e características do design de interação que influenciam a experiência de uso de aplicativos de mobile banking por diferentes perfis de usuários. Metodologia: Para isso, foi conduzido um mapeamento sistemático da literatura (MSL) composto por 15 estudos selecionados conforme critérios de inclusão, exclusão e avaliação de qualidade. Resultados: A MSL evidenciou que simplicidade, clareza e acessibilidade são elementos centrais para uma boa experiência de uso.
Palavras-chave:
Mobile banking, Experiência do usuário, Aplicativo bancário, Usabilidade
Referências
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Chen, Y., Wang, Y., Zhang, X., Liu, Y., Zhang, Y. e Li, X. (2022) "Building a Three-Level User Experience (UX) Measurement Framework for Digital Banking Services." In Multimodal Technologies and Interaction, v. 6, n. 9, p. 83. DOI: 10.3390/mti6090083.
Cunningham, J. L., Nguyen, S. T., Kientz, J. A. e Rosner, D. (2022) “The Cost of Culture: An Analysis of Cash App and the Financial Inclusion of Black American Communities.” In Proceedings of the 2022 ACM Designing Interactive Systems Conference (DIS '22), Association for Computing Machinery, New York, NY, USA, p. 612–628. DOI: 10.1145/3532106.3533569.
Febraban (2025) “Pesquisa Febraban de Tecnologia Bancária 2025, volume 1”, [link], Abril.
Hardi, A. B., Simorangkir, E., Hutagaol, I., Saputra, W. J. W. e Sunardi (2023) "User Experience Analysis on Mobile Banking Applications with System Usability Scale and Usability Testing." In IEEE 9th International Conference on Computing, Engineering and Design (ICCED), Kuala Lumpur, Malaysia, p. 1–6. DOI: 10.1109/ICCED60214.2023.10424703.
Jin, X., Kuang, E. e Fan, M. (2021) "Too old to bank digitally? A Survey of Banking Practices and Challenges Among Older Adults in China." In Proceedings of the 2021 ACM Designing Interactive Systems Conference (DIS '21), New York, NY, USA, p. 802–814. DOI: 10.1145/3461778.3462127.
Junior, D. S., Alves, D., Carneiro, N., Matos, E., Baranauskas, M., e Mendoza, Y. (2024) “GranDIHC-BR 2025-2035 GC1: New Theoretical and Methodological Approaches in HCI”. In Anais do XXIII Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais, p. 939-968, Porto Alegre: SBC.
Kalil, R., Moraes, A. C. De, Silva, G. M. Da e Silva, M. C. Da. (2022). "Digital-only banking experience: Insights from gen Y and gen Z." In Revista de Administração e Inovação, v. 19, n. 1, p. 1–13. DOI: 10.1016/j.jik.2022.100170
Kelly, A. E. (2024) "The sustainability and contribution of Generation Z influenced by hedonic and utilitarian values to use mobile money services for fee payment." In Telematics and Informatics Reports, v. 14, 100145. DOI: 10.1016/j.teler.2024.100145.
Koya K., Venture Matrix Consultants e Jones, D. (2021) “A Path of Roses and Financial Literacy: Exploring the Usability of UK's Digital Banking Services to Improve Younger Adult Adoption”. In Proceedings of the 2021 3rd Asia Pacific Information Technology Conference (APIT '21). Association for Computing Machinery, New York, NY, USA, 18–25. DOI: 10.1145/3449365.3449369
Laukkanen, T. (2017) "Mobile banking." In International Journal of Bank Marketing, 35(7), p. 1042–1043. DOI: 10.1108/IJBM-10-2017-0218.
Melo, G. L. N., Marques, R. P., Menezes, N. S., Teran, L. A. e Mota, M. P. (2024) "Inspecting the Accessibility of Chatbots and Mobile Banking for Emergent Users in the Context of People with Low Literacy." In Journal on Interactive Systems, v. 15, n. 1, p. 839–859. DOI: 10.5753/jis.2024.4317.
Neris, V. P. A., Rosa, J. C. S., Maciel, C., Pereira, V. C., Galvão, V. F. e Arruda, I. L. (2024) "GranDIHC-BR 2025–2035 GC4: Sociocultural Aspects in Human-Computer Interaction." In Proceedings of XXIII Brazilian Symposium on Human Factors in Computing Systems (IHC ’24). ACM, New York, NY, USA. DOI: 10.1145/3702038.3702057
Petersen, K., Feldt, R., Mujtaba, S. e Mattson, M. (2008) "Systematic mapping studies in software engineering." In Proceedings of the 12th International Conference on Evaluation and Assessment in Software Engineering (EASE'08), p. 68–77. BCS Learning & Development Ltd., Swindon, GBR.
Santos, S., Rodrigues, A. e Ribeiro, Í. (2023) “Usability Evaluation of mobile banking applications in the context of the elderly in a city of Ceará.” In Anais do XXII Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais. Porto Alegre: SBC.
Shaikh A. A. e Karjaluoto H. (2015) “Mobile banking adoption: A literature review”. In Telematics and Informatics, v. 32, p. 129-142. DOI: 10.1016/j.tele.2014.05.003.
Shridhar, S. B. R., Vinoth, V. e Chinnasamy, G. (2025) "Machine Learning-Driven Strategies to Mitigate Mobile Banking Adoption Challenges in Rural Areas." In International Conference on Intelligent and Innovative Technologies in Computing, Electrical and Electronics (IITCEE), Bangalore, India, p. 1–5. DOI: 10.1109/IITCEE64140.2025.10915393.
Sukmaratna, H. A., Sari, R. e Andrian, T. (2024) "Examining Factors of Mobile Banking Experience and Trust on Intention to Use among Gen Y and Gen Z." In 7th International Conference of Computer and Informatics Engineering (IC2IE), Bali, Indonesia, p. 1–9. DOI: 10.1109/IC2IE63342.2024.10748053.
Teran, L. A., Carvalho, C. P. de, Caruso, J. Á. e Mota, M. P. (2025) "Discovering Accessible Financial Systems Resources for Emergent Users." In Journal on Interactive Systems, v. 16, n. 1, p. 1–24. DOI: 10.5753/jis.2025.4476.
Ubam, E., Hipiny, I. e Ujir, H. (2021) "User Interface/User Experience (UI/UX) Analysis & Design of Mobile Banking App for Senior Citizens: A Case Study in Sarawak, Malaysia." In International Conference on Electrical Engineering and Informatics (ICEEI), Kuala Terengganu, Malaysia, p. 1–6. DOI: 10.1109/ICEEI52609.2021.9611136.
Yang, Q., Steinfeld A., Rosé C e Zimmerman, J. (2020) "Re-examining Whether, Why, and How Human-AI Interaction Is Uniquely Difficult to Design”. In Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems (CHI '20). Association for Computing Machinery, New York, NY, USA, 1–13. DOI: 10.1145/3313831.3376301
Chen, Y., Wang, Y., Zhang, X., Liu, Y., Zhang, Y. e Li, X. (2022) "Building a Three-Level User Experience (UX) Measurement Framework for Digital Banking Services." In Multimodal Technologies and Interaction, v. 6, n. 9, p. 83. DOI: 10.3390/mti6090083.
Cunningham, J. L., Nguyen, S. T., Kientz, J. A. e Rosner, D. (2022) “The Cost of Culture: An Analysis of Cash App and the Financial Inclusion of Black American Communities.” In Proceedings of the 2022 ACM Designing Interactive Systems Conference (DIS '22), Association for Computing Machinery, New York, NY, USA, p. 612–628. DOI: 10.1145/3532106.3533569.
Febraban (2025) “Pesquisa Febraban de Tecnologia Bancária 2025, volume 1”, [link], Abril.
Hardi, A. B., Simorangkir, E., Hutagaol, I., Saputra, W. J. W. e Sunardi (2023) "User Experience Analysis on Mobile Banking Applications with System Usability Scale and Usability Testing." In IEEE 9th International Conference on Computing, Engineering and Design (ICCED), Kuala Lumpur, Malaysia, p. 1–6. DOI: 10.1109/ICCED60214.2023.10424703.
Jin, X., Kuang, E. e Fan, M. (2021) "Too old to bank digitally? A Survey of Banking Practices and Challenges Among Older Adults in China." In Proceedings of the 2021 ACM Designing Interactive Systems Conference (DIS '21), New York, NY, USA, p. 802–814. DOI: 10.1145/3461778.3462127.
Junior, D. S., Alves, D., Carneiro, N., Matos, E., Baranauskas, M., e Mendoza, Y. (2024) “GranDIHC-BR 2025-2035 GC1: New Theoretical and Methodological Approaches in HCI”. In Anais do XXIII Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais, p. 939-968, Porto Alegre: SBC.
Kalil, R., Moraes, A. C. De, Silva, G. M. Da e Silva, M. C. Da. (2022). "Digital-only banking experience: Insights from gen Y and gen Z." In Revista de Administração e Inovação, v. 19, n. 1, p. 1–13. DOI: 10.1016/j.jik.2022.100170
Kelly, A. E. (2024) "The sustainability and contribution of Generation Z influenced by hedonic and utilitarian values to use mobile money services for fee payment." In Telematics and Informatics Reports, v. 14, 100145. DOI: 10.1016/j.teler.2024.100145.
Koya K., Venture Matrix Consultants e Jones, D. (2021) “A Path of Roses and Financial Literacy: Exploring the Usability of UK's Digital Banking Services to Improve Younger Adult Adoption”. In Proceedings of the 2021 3rd Asia Pacific Information Technology Conference (APIT '21). Association for Computing Machinery, New York, NY, USA, 18–25. DOI: 10.1145/3449365.3449369
Laukkanen, T. (2017) "Mobile banking." In International Journal of Bank Marketing, 35(7), p. 1042–1043. DOI: 10.1108/IJBM-10-2017-0218.
Melo, G. L. N., Marques, R. P., Menezes, N. S., Teran, L. A. e Mota, M. P. (2024) "Inspecting the Accessibility of Chatbots and Mobile Banking for Emergent Users in the Context of People with Low Literacy." In Journal on Interactive Systems, v. 15, n. 1, p. 839–859. DOI: 10.5753/jis.2024.4317.
Neris, V. P. A., Rosa, J. C. S., Maciel, C., Pereira, V. C., Galvão, V. F. e Arruda, I. L. (2024) "GranDIHC-BR 2025–2035 GC4: Sociocultural Aspects in Human-Computer Interaction." In Proceedings of XXIII Brazilian Symposium on Human Factors in Computing Systems (IHC ’24). ACM, New York, NY, USA. DOI: 10.1145/3702038.3702057
Petersen, K., Feldt, R., Mujtaba, S. e Mattson, M. (2008) "Systematic mapping studies in software engineering." In Proceedings of the 12th International Conference on Evaluation and Assessment in Software Engineering (EASE'08), p. 68–77. BCS Learning & Development Ltd., Swindon, GBR.
Santos, S., Rodrigues, A. e Ribeiro, Í. (2023) “Usability Evaluation of mobile banking applications in the context of the elderly in a city of Ceará.” In Anais do XXII Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais. Porto Alegre: SBC.
Shaikh A. A. e Karjaluoto H. (2015) “Mobile banking adoption: A literature review”. In Telematics and Informatics, v. 32, p. 129-142. DOI: 10.1016/j.tele.2014.05.003.
Shridhar, S. B. R., Vinoth, V. e Chinnasamy, G. (2025) "Machine Learning-Driven Strategies to Mitigate Mobile Banking Adoption Challenges in Rural Areas." In International Conference on Intelligent and Innovative Technologies in Computing, Electrical and Electronics (IITCEE), Bangalore, India, p. 1–5. DOI: 10.1109/IITCEE64140.2025.10915393.
Sukmaratna, H. A., Sari, R. e Andrian, T. (2024) "Examining Factors of Mobile Banking Experience and Trust on Intention to Use among Gen Y and Gen Z." In 7th International Conference of Computer and Informatics Engineering (IC2IE), Bali, Indonesia, p. 1–9. DOI: 10.1109/IC2IE63342.2024.10748053.
Teran, L. A., Carvalho, C. P. de, Caruso, J. Á. e Mota, M. P. (2025) "Discovering Accessible Financial Systems Resources for Emergent Users." In Journal on Interactive Systems, v. 16, n. 1, p. 1–24. DOI: 10.5753/jis.2025.4476.
Ubam, E., Hipiny, I. e Ujir, H. (2021) "User Interface/User Experience (UI/UX) Analysis & Design of Mobile Banking App for Senior Citizens: A Case Study in Sarawak, Malaysia." In International Conference on Electrical Engineering and Informatics (ICEEI), Kuala Terengganu, Malaysia, p. 1–6. DOI: 10.1109/ICEEI52609.2021.9611136.
Yang, Q., Steinfeld A., Rosé C e Zimmerman, J. (2020) "Re-examining Whether, Why, and How Human-AI Interaction Is Uniquely Difficult to Design”. In Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems (CHI '20). Association for Computing Machinery, New York, NY, USA, 1–13. DOI: 10.1145/3313831.3376301
Publicado
08/09/2025
Como Citar
DE SOUZA, Tamyres Vial; ARAUJO, Nelcileno Virgilio; DE SOUZA, Patricia Cristiane; BORGES, Luciana C. L. de Faria.
Design de Interação e a Experiência do Usuário em Aplicativos de Mobile Banking: um mapeamento sistemático da literatura. In: PÔSTERES E DEMONSTRAÇÕES - SIMPÓSIO BRASILEIRO SOBRE FATORES HUMANOS EM SISTEMAS COMPUTACIONAIS (IHC), 24. , 2025, Belo Horizonte/MG.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2025
.
p. 116-122.
DOI: https://doi.org/10.5753/ihc_estendido.2025.13249.
