Usability analysis of banking service interfaces in Poland

Abstract

This paper presents a comparative analysis of selected mobile banking applications: PKO BP, mBank, Pekao S.A., and Credit Agricole. The aim of the study is to obtain answers to the stated thesis and three specific research questions. In the initial stage, a review of scientific publications in the field of the topic was conducted. The research was carried out using an online survey and the cognitive walkthrough method with a modified list of usability testing. The obtained results revealed errors in the functioning of the analyzed service interfaces from the users' perspective and allowed for answering the research questions. The mobile applications of the discussed banks require minor modifications to maximize their usability.