Usability evaluation of transferring money using the Sinpe Móvil service of the application of a Costa Rican banking identity

Abstract

The main objective of this article was to describe the usability evaluation process of the Sinpe Móvil service interface from the mobile application of a Costa Rican banking identity, that is to say, the degree to which the interface design of this digital product can be used by affiliated users to make money transfers was analyzed. This analysis was based on the study of effectiveness, efficiency and satisfaction, as usability metrics, which seek to evaluate systems, products or services from the perspective and experience of users. This process was governed by a methodology based on ISO 9241-11 and ISO-IEC 25062 standards, focused on the usability of systems and the presentation of test results.

The main findings determined that the system analyzed is effective for making money transfers between users affiliated to the service, that is to say, it presents a balance between the effectiveness and efficiency of its operation, supported by the design of the interface and the experience offered by the product, and also generates user satisfaction, being rated as easy to use despite some technical limitations of the system, which were identified and, as a recommendation, were defined as possible improvements.