마이데이터를 활용한 모바일 뱅킹 여신 프로세스의 사용성 개선에 관한 연구 : 휴리스틱 방법론에 따른 슈퍼앱 중심으로

다국어 초록 (Multilingual Abstract)

The purpose of this study is to propose a heuristic evaluation criterion for preventing customer churn and improving usability as the major domestic non-face-to-face lending platforms are diversifying, but the standards for this are not clear and there is a lack of related research. Therefore, we propose a heuristic evaluation criterion for preventing customer churn and improving usability for the user experience (UX) of the credit process. This has a differentiated academic meaning in that it studied the financial industry on improving usability through heuristic evaluation, and it shows a proven case of preventing customer churn and improving reliability using MyData. In order to improve the usability of the financial credit process, we conducted a usability evaluation centered on SuperApp, and MyData, which has been used in various ways since 2021, was utilized as an improvement measure based on the results. The usability evaluation was conducted through a heuristic evaluation suitable for proposing guidelines for preventing customer churn as well as complying with usability. In order to improve the problems of visibility, error prevention, and speed elements according to the results of the heuristic evaluation, we designed and verified two rounds of AB Testing through a prototype that improved convenience using MyData. In addition, unlike existing usability evaluations that focused on speed and convenience, it can be suggested as a positive improvement and possibility for the expansion of the credit process service in that it proposed a heuristic evaluation guideline as an element that improves customer churn prevention and reliability.