Evaluating Usability of Mobile Financial Applications Used in Bangladesh

Mobile Financial Services (MFS) allows consumers to conduct financial transactions using their mobile devices. In Bangladesh, most of the population uses mobile phones whereas most of them are digitally illiterate. So, the objective of this research was to evaluate the usability of existing MFS applications. To attain this objective, the six most extensively used mobile banking applications in Bangladesh (bKash, Nagad, Rocket, SureCash, Upay, and Tap) were selected, and they were evaluated using Bertini et al.’s heuristics and user study. As the outcome, four issues are found to be widespread, while there are unique usability issues with each programme. Five major sections were created out of all the identified issues, and each section’s design issues were solved. Finally, the evaluation’s findings were used to create the design requirements for each application.