User Interface/User Experience (UI/UX) Analysis & Design of Mobile Banking App for Senior Citizens: A Case Study in Sarawak, Malaysia

Smartphones are having such a huge impact to our society and in our daily lives. However, most smartphone applications are not that user-friendly for a senior-aged person. Due to the COVID-19 pandemic, everything now is done online including mobile banking services. There are seniors who refuse to use mobile banking applications in Malaysia because they are not familiar nor comfortable with the app's interface and flow. This study aims to perform a need analysis on user interface and user experience (UI/UX) design for Malaysian seniors when using a mobile banking app. A questionnaire was used in this research as a quantitative research tool, involving 36 respondents aged 55 years old and above, and currently a resident of Sarawak. The questionnaire is split into 5 sections, i.e., demographic, technology background, task, task rating, and preferences. We observed that “Fast loading time” is ranked as the most important feature with the highest mean value of 5.0. The least important feature is “Payment via QR Code” with a mean value of 2.7. Our findings can be used as a basis to prioritize features when designing a mobile banking app to accommodate senior users.