In today ’s mobile Internet era, in addition to enjoying physical bank transfer services, people are increasingly inclined to complete bank transfer operations online, and Alipay transfers and mobile bank transfers are the two most commonly used online transfer methods, plus traditional Bank ATM machine transfer, for individual users, these three transfer methods are more bank transfer methods. In this context, the user experience of online transfers has become a key element in the design, and the operation experience of traditional bank ATM transfers has also been a topic of concern to many designers. The author chooses these three forms of transfer for comparison, so that users can more systematically understand the characteristics and manipulation characteristics of the three ways of information architecture. In addition, for the design of software systems involved in interaction design, user interface and other aspects also have certain reference value.
1. User experience evaluation standards for inter-bank transfer business.
(1) Elements of user experience evaluation.
User experience includes user's subjective level of feelings, emotions, preferences, cognitive impressions, and physiological and psychological levels of reaction. It is that the user is using or preparing to use a specific hardware product, software system or service in advance, accompanied or delayed Feelings and reactions etc. From the perspective of the user's personal operation goals, the cognitive impressions and emotional responses generated in the user experience are all evaluation elements of the user experience. The cellular chart of user experience elements compiled by information architect Peter Morville proposes the following seven user experience components: usability, usefulness, easy to find, availability, satisfaction, reliability, and value. Therefore, the user experience of cross-bank transfer operations can be evaluated in these dimensions. These indicators are the effective, easy to learn, efficient, memorable, error-free and satisfactory degree for the user in the entire operation process. In fact, they are the quality of the entire system service as seen from the user's perspective. The core of the system can really play its role.
(2) User experience of transfer service.
The principles of usability and ease of use apply to experience design at any time. For cross-bank transfers, a specific financial service, reliability is also a dimension of high user attention. As an indispensable financial service in life, especially for some users who are not very good at using electronic products, the advantages and disadvantages of the service system of the inter-bank transfer business directly affect the user's completion of the transfer operation. Therefore, analysis The user experience of different forms of cross-bank transfer manipulation behavior is very meaningful for the optimization of the transfer service system.
Second, inter-bank transfer business-ATM machine transfer & mobile banking & Alipay transfer-user experience brief and preliminary analysis of system manipulation behavior.
Bank ATMs, mobile client and Alipay transfers are currently the three most frequently used transfer methods for the public. Different operation processes greatly affect the user's transfer experience. The author analyzes the difference in user experience through the comparison of the transfer process of the three operation methods.
(1) Brief description.
"Cross-bank transfer business" is an important service in the banking system. Its function is to realize the process of transferring funds from a specific bank account to another specific bank account. Completing this operation requires several steps. This process directly affects The fluency of user transfer operations.
Taking this process as the research object, the completion path is the complete process from enabling the machine or turning on the mobile phone to completing the transfer. Select different users for cross-bank transfers (taking the Agricultural Bank of China to Bank of China as an example), and make this process into a visual chart, as shown in Figure 2. The Agricultural Bank of China ATM machine, Agricultural Bank of China mobile client, Alipay APP Process comparison of three different transfer methods. The direction of the red arrow represents the direction of the task flow. The thickness of the line is inversely proportional to the speed of completing the task. The bending degree of the arrow is proportional to the rate of misoperation. The thin white line indicates the hierarchical relationship. The size of the point is related to the difficulty of the step. Proportionally, dots with different colors indicate different meanings: orange dots indicate required steps, gray dots indicate entering a new interface, blue dots indicate different function options at the same level, brown dots indicate input of target account number, red dots indicate input of password, A green dot indicates that the step can be ignored.
(B) Process description.
1. Alipay transfer process: open Alipay-select transfer-select transfer to bank card-enter information (name, bank card number, amount, bank selection)-confirm (choose whether to leave a message)-payment method selection-payment password-(click to complete) .
2. Mobile banking transfer process: open the mobile banking APP-fingerprint login / password login / gesture password login-select "My Account" -select "I want to transfer" -enter information (name, bank card number, amount, bank selection, can Additional SMS notification and transfer message)-confirmation-payment method selection-payment password-(click to complete).
If the user forgets the password, he also needs to perform an additional password reset operation, which is roughly divided into a series of operations: identity verification-input payment password & real-time mobile phone verification code-reset password.
3. ATM machine transfer process: wake up ATM machine-language selection-enter password-business selection-enter account number and amount-confirm the information is correct-payment password-display results (optional print receipt)-click to complete.
After the transfer is completed, the ATM machine can choose to print the receipt or directly return to the menu interface to complete the card refund; and mobile banking and Alipay can click "Confirm" to exit, or directly click the "home" button to exit.
(3) Preliminary comparison.
1. Completion efficiency.
From the perspective of usability and usefulness, the three methods have clear logic, and they are progressive to guide users to complete the transfer. In the test, no matter which transfer method, the tester has the longest stay in the two steps of entering the target account card number and entering the password. This is also the most critical step in the transfer, and it is also the link that needs the most attention in the process design. .
From a macro perspective, Alipay transfers are the most efficient transfer method. A total of seven necessary steps are required to complete the entire transfer process. In contrast, bank ATMs require nine necessary steps, and mobile banking also requires nine necessary steps. If you forget to log in For password, you also need to complete the password retrieval operation. During the password retrieval process, entering the ID number, entering the payment password, and obtaining the real-time verification code are relatively complicated operations, which greatly reduces the completion efficiency.
2. User satisfaction.
From the perspective of satisfaction, all three can complete the transfer operation directly, without unnecessary interference information. From the perspective of hierarchy and the number of options, according to Hick's law, it is best to show more options at the same time without overly displaying. Among them, there are many levels of ATM machines, fewer options per layer, clear tasks, and clear operations, but this layout has caused many page jumps; Alipay has few levels, and there are a few levels with a few more options, which increases user stay time; Mobile banking contains more levels, and each level will have more options. In the entire transfer process, two different passwords will be entered. The fluency of operation is relatively three of the transfer methods. lowest. At the level of additional functions, mobile banking and Alipay will have options for transfer messages and SMS reminders. For some special cases of transfer, the message function will play a certain role and improve user satisfaction, while ATM machines will have less transfer messages Function.
3. Transfer reliability.
From the perspective of reliability, during the transfer process, Alipay only needs to enter the payment password once, which will bring a certain degree of distrust to the user; during the transfer process using the ATM machine, the user needs to enter the ATM machine and confirm the transfer respectively Enter the bank card password twice, which is more reliable than Alipay; the mobile banking APP needs to enter the login password once when logging in, enter the payment password once when confirming the transfer, and enter two different passwords to ensure its reliability. However, the fluency of the transfer process will be affected. This operation method increases the security of financial services on the basis of sacrificing a certain degree of operational fluency, giving users a higher reliability experience and enhancing the trust of the product.
3. Comparison and summary of user experience of different operation forms of cross-bank transfer business.
The logic of the three transfer methods can be roughly divided into three stages: login, information filling and confirmation. At each stage, the three transfer methods have their own characteristics. Alipay prefers faster transfer operations, the login information link is weakened, and it can even be said to be omitted. Users can start their next operation after opening the Alipay APP. In terms of efficiency, Alipay is the fastest transfer Way, its interface uses visual segmentation to put different functional areas on the same level, reducing user operation steps to improve its usability, as shown in Figure 3. Mobile banking will more consider the security of banking business, so a login password is set The two passwords and the payment password have made good security measures from the time of logging in to the account. The entire transfer process has many operations, which is the result of combining availability and reliability. On the other hand, the popularity of mobile banking is far less than the popularity of Alipay. Many users are not familiar with its operation logic, so it will reduce its control efficiency to a certain extent, and it will require a certain amount of learning and recognition, which will affect its operation. The effectiveness of users; the main reason why users do not choose ATMs is their inconvenience in geographical location. Compared with mobile phones that are not restricted by geographical location, this limits the user ’s choice of ATMs, but in the transfer process, each level of options The number is small, and it is easy to find and obtain, which is helpful for users to quickly complete the operation. That is, from the operational process, the availability of the ATM transfer process is higher, and the reliability is higher than Alipay. .
4. The user experience of different operation forms of cross-bank transfer business and the possibility of optimization.
(1) Existing problems found.
对于一定数量的典型用户做出调研，让用户选出每种转账形式的最典型劣势。其中，支付宝的最大不足在于其可靠性不足，在转账这种涉及资金的敏感操作过程中，需要设置一定的障碍性界面，给予用户更高可靠性，现有操作界面，让用户过于顺畅地完成整个转账流程，有效性很高，但对于金融服务的用户体验来说，过高的有效性不一定能给用户带来最佳的用户体验；手机银行APP的最大缺陷在于操作的复杂性，有百分之七十左右的用户表示很难操作或不愿意学习一套复杂又全新的转账操作方式，还有用户表示有了功能齐全的支付宝后，不必要再使用一个单独的APP来完成银行的一些功能服务，操作的复杂性和功能局限性导致手机银行的使用率不高；而ATM机则是主要由于地理位置的限制导致目前使用率很低的现状，另外在测试中，不断的页面跳转也是影响用户操作的一大关键因素，繁杂的操作也让部分用户对ATM机转账产生排斥。
（二）改进方向。
三种转账方式特点鲜明，各有优劣。在线上转账流程设计中，要同时兼顾效率和可靠性。在最关键的输入账号密码界面要给予用户足够的可靠性，在流程中的其他界面里，应当简化界面，直接明了指示和引导转账功能的操作，减少不必要的层级关系和界面跳转。以中国农业银行手机银行为例，共有三种完成转账的路径。可以看出，用户在登录完毕后，可以进入“我的账户”选择“我要转账”进行转账操作，共需两个步骤；或者返回首页后再次进入“我的账户”进行转账，也可以在首页选择“转账”进而进行转账，这两种途径都需要三步操作。三种路径完成一个功能略显赘余，且页面跳转次数略多。作为用户常用的服务，可在登录界面后设置一个“转账”按钮，进入后可直接输入转账信息，完成转账，转账效率可大幅提升。
另外，对于实体的ATM转账操作，在地理位置的影响以外，最影响用户体验的是页面跳转次数，所以应当从合并界面的角度考虑，避免过多的界面跳转。
结语。
This article selects Alipay, mobile banking, and bank ATM for three cross-bank transfers for comparative analysis, and analyzes the differences in user experience in the three ways from multiple dimensions. The comparison found that Alipay transfers have the highest effectiveness and require relatively few steps to complete the transfer operation; mobile banking is highly reliable due to its nature, but the operation is also very difficult, which brings certain difficulties to users; ATM machine The disadvantage is mainly due to the limitation of its geographical location. In the operation process, the operation of the ATM machine selects a multi-layer interface with few options, and the logic is clear.
Considering the particularity of the transfer business, not only the effectiveness of its operation but also the safety and reliability of the entire process need to be considered in the user experience design, so the entire process requires a certain obstacle design. Each of the three methods has its own characteristics and shortcomings. Through comparative analysis, it provides reference and reference for the user experience design of the bank transfer business system in the future.
