Inspecting the Accessibility of Chatbots and Mobile Banking for Emergent Users in the Context of People with Low Literacy-Reference-Cited by-同舟云学术

Inspecting the Accessibility of Chatbots and Mobile Banking for Emergent Users in the Context of People with Low Literacy

Published:2024-08-12 Issue:1 Volume:15 Page:839-859
ISSN:2763-7719
Container-title:Journal on Interactive Systems
language:
Short-container-title:JIS

Author:

Melo Giselle Lorrane Nobre^ORCID,Marques Ronald Pinto^ORCID,Menezes Nicoly da Silva^ORCID,Teran Luciano Arruda^ORCID,Mota Marcelle Pereira^ORCID

Abstract

Digital banking services are embedded in people's daily lives. Despite this, these services are not accessible to everyone for various reasons, especially for people with low literacy. The objective of this work was to develop a method of accessibility inspection in mobile banking and banking chatbots, and the examination was directed toward the public mentioned before. For this reason, two inspection sequences were carried out on five Brazilian banking applications, mediated by accessibility considerations based on literature and case studies applied in the contexts of a riverside community and around elderly people with less experience in digital technology, as well as the mapping of design considerations with the Brazilian technical standard aimed at mobile applications and the investigation of banking chatbots made available by these applications. The results found in the inspections indicate how much the design considerations are satisfied, not satisfied and partially satisfied in the inspected applications and the comparison of the two inspections carried out. Additionally, it was possible to review and evaluate design considerations and propose improvements aimed at professionals who intend to develop accessible mobile bankings, as well as the importance of making banking chatbots.

Publisher

Sociedade Brasileira de Computacao - SB

Reference44 articles.

1. ABNT (2022). Associação brasileira de normas técnicas. [link]. Access on 08 August 2024.

2. Aquino, P. T. and Filgueiras, L. V. L. (2008). A expressão da diversidade de usuários no projeto de interação com padrões e personas. In Proceedings of the VIII Brazilian Symposium on Human Factors in Computing Systems, IHC ’08, page 1–10, BRA. Sociedade Brasileira de Computação. Access on 08 August 2024.

3. Aribandi, A., Agrawal, D., and Chakraborty, D. (2022). Note: Evaluating trust in the context of conversational information systems for new users of the internet. In Proceedings of the 5th ACM SIGCAS/SIGCHI Conference on Computing and Sustainable Societies, COMPASS’22, page 574–578, New York, NY, USA. Association for Computing Machinery. Access on 08 August 2024. DOI: https://doi.org/10.1145/3530190.3534852.

4. Baranauskas, M. C. C., de Souza, C. S., and Pereira, R. (2012). Grandihc-br: prospecção de grandes desafios de pesquisa em interação humano-computador no brasil. In Companion Proceedings of the 11th Brazilian Symposium on Human Factors in Computing Systems, IHC ’12, page 63–64, Porto Alegre, BRA. Brazilian Computer Society. Access on 08 August 2024.

5. Brazil (2014). emag - modelo de acessibilidade em governo eletrônico. [link]. Access on 08 August 2024.