Um estudo da experiência dos usuários de Internet banking de um banco público brasileiro

• Thiago Hellen Oliveira da Silva Universidade Federal do Ceara´, Russas, Ceara´, Brasil
• Jeferson da Silva Juliani Universidade Federal do Ceara´, Russas, Ceara´, Brasil
• Marília Soares Mendes Universidade Federal do Ceara´, Russas, Ceara´, Brasil
• Carlos Rosemberg Maia de Carvalho Fortaleza, Ceara´, Brasil

DOI: https://doi.org/10.5753/ihc.2018.4182

Resumo

Banking systems have been a frequent concern between customers and companies, since the number of financial transactions carried out by the Internet has increased considerably. This study investigated the experience of internet banking users of a Brazilian bank. Techniques such as interviews, access log analysis, user journeys and usability testing were applied to identify the elements of the user experience using a generic model. From the studies carried out, it was verified that the characteristic users of the service had difficulty or are unable to use all the essential services of internet banking and are necessary design improvements of current interface.