A proposal of usability heuristics oriented to e-banking websites

Abstract

Currently, there has been an increase in the use of Internet Banking, but also cyber-attacks. For this reason, banks invest in physical security mechanisms and provide information to users of their use, since these applications can be accessed by clients with different profiles in experience of using security mechanisms. So that a banking application does not die in its use, it should be usable and, in addition, safe. Although there are studies that indicate that these concepts are opposed, it is observed that there is a need to balance them in the design of Internet Banking interfaces. To measure the usability of a Web interface design, there are several methods of usability evaluation, but the inspection method is the most used, specifically the heuristic evaluation technique. Nielsen Heuristics are the most used, but according to studies, these heuristics are not complete for the various Web software domains that exist in the market and that does not cover security aspects either. Given that there are few studies and lack of a formal guide related to the usability and security of Web design of Internet Banking, it is that this paper proposes a set of heuristics for Web sites Internet Banking, based on proposed heuristics in the literature and applied in a case study. Obtaining as a result, Nielsen’s heuristics serve as the basis for a usable and safe Web interface design, but there is a need for other heuristics oriented more towards Security, Satisfaction, Personalization and Navigability.