User experience over time with personal assistants of mobile banking application in Turkey

Abstract

Being able to chat with artificial intelligence-based applications has been changing user interaction and has opened doors for a various number of new user experiences. The new apps that emerged lately with new technologies now launched in mobile banking applications as the form of personal assistants. This paper aims to research what features of the assistants affect the overall user experience. At the end of the study, a possible design guideline for designing these assistants in Turkey discussed, since most of the existing guidelines are for personal assistants for everyday life. Twelve users of Maxi, one of the most used personal mobile banking assistant, participated in the research and evaluated their experience after 15 days of usage. The research showed that their impression was positive during the first interview but during the second interview, there was a decline for all values of the impressions of user experience. In the end, the results showed that the original application of the bank was more preferable than the personal assistant.