Investigating the Digital Experience of Internet Banking Users Using the Heuristic Approach

To diversify the channels of customer service in the banking system of Iran, including Internet banking, in order to provide consumers with easy and easy access to banking services, the Internet banking experience is a key factor in excellence in has become the current competitive environment. Hence, the assessment of user experience is the first step in the development of user-based electronic systems.

Several methods have been presented to assess the experience of the user. The heuristic method (qualitative method) is one of the most widely used methods for assessing the experience of interactive systems. This approach is an effective method for evaluating the UI based on the user-oriented design principle. This article examines the user experience on the websites of the Mellat,Melli, and Saman Banks as a case study, with Nielsen's ten-point principles (1994).

In this study, there are differences between the design of banks' websites, including some problems such as lack of knowledge of user waiting time, lack of logical location of information.

Among the three banks' websites that were evaluated, Saman Bank was more accessible than the other two banks, due to the simplicity and lack of unnecessary information in the system.