An Evaluation of Usability and Security in Mobile Banking

Abstract

Mobile banking applications are currently popular because of COVID-19 restrictions, which have led to more people using remote alternatives for services. Some security control exists in mobile banking applications, for instance, whenever a customer sends money to a payee for the first time. This research will evaluate the usability of security in mobile banking applications in England. This study aimed to evaluate the extent to which modern existing mobile banking apps adhere to usability standards, users' perceptions of the overall user experience using these mobile apps for everyday tasks and what constitutes "usability" to them, and users' perceptions of the general sense of safety and trustworthiness, e.g., what constitutes "security", to them. The data for this project were collected using the System Usability Scale (SUS tool) questionnaire. Two usability studies were conducted to derive a high SUS score of 80.5, which falls within the 86% percentile range. During the study, it was discovered that people want a secure platform in the context of security that should not be mistaken for multiple security checks. The number of screens/longer the user flow is, the less usable the product is. Security is better in the background by the system than by the user for a better usable product. Subtle security tips that do not increase the user flow where the user can explore if they want are more effective in terms of security and result in better usability.