MobilePay: Evaluating User Experience in Finland
Dao, Nhi (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024112931249
https://urn.fi/URN:NBN:fi:amk-2024112931249
Tiivistelmä
This research-based thesis explores the user experience of MobilePay – a popular mobile payment application in the Finnish market while Finland is moving forward to a cashless society. The study aims to evaluate key aspects of the app's usability, convenience, accessibility, and overall satisfaction from the perspectives of users living in Finland. This thesis is entirely derived from the author’s work without cooperation of any company or organization.
A theoretical framework is provided to describe the concepts used to develop the thesis, including definition of the acronym FinTech, the Technology Acceptance Model (TAM), and the thesis framework designed by the author showing step-by-step procedure of conducting this study. This chapter serves as a critical foundation which helps provide the audience a general understanding of the topic of this thesis.
A mixed-method approach is implemented, consists of quantitative and qualitative research methods with also support from theoretical studies. Theoretical study is the process of learning and gathering information from existing literature to build foundational knowledge for the topic. Quantitative research is implied through an online survey created by Webropol software with the aim of collecting actual and up-to-date feedback on MobilePay. Most questions in the survey are close-ended, while two of them are open-ended. The two open questions together with the interview are examples of qualitative research method, helping to acquire deeper insights from users.
The final outcome reflects overall satisfaction of users using MobilePay through numerical data and texts. Besides an evaluation of user experience generated based on research results, areas for improvement are also pointed out, which help propose ideas of developing, and thus encourage the adoption of MobilePay as well as develop enhance user experience. In addition to data gained from private users’ perspectives, an interview with a restaurant owner was conducted to capture insights from a business’s perspective.
The conclusions summarize the findings gained from the research process. This thesis not only provides valuable insights for MobilePay’s developers but also contributes to broader discussions on optimizing user experience in mobile payment systems. If improvement is carried out, MobilePay can further solidify its position as a leading digital payment service in Finland.
A theoretical framework is provided to describe the concepts used to develop the thesis, including definition of the acronym FinTech, the Technology Acceptance Model (TAM), and the thesis framework designed by the author showing step-by-step procedure of conducting this study. This chapter serves as a critical foundation which helps provide the audience a general understanding of the topic of this thesis.
A mixed-method approach is implemented, consists of quantitative and qualitative research methods with also support from theoretical studies. Theoretical study is the process of learning and gathering information from existing literature to build foundational knowledge for the topic. Quantitative research is implied through an online survey created by Webropol software with the aim of collecting actual and up-to-date feedback on MobilePay. Most questions in the survey are close-ended, while two of them are open-ended. The two open questions together with the interview are examples of qualitative research method, helping to acquire deeper insights from users.
The final outcome reflects overall satisfaction of users using MobilePay through numerical data and texts. Besides an evaluation of user experience generated based on research results, areas for improvement are also pointed out, which help propose ideas of developing, and thus encourage the adoption of MobilePay as well as develop enhance user experience. In addition to data gained from private users’ perspectives, an interview with a restaurant owner was conducted to capture insights from a business’s perspective.
The conclusions summarize the findings gained from the research process. This thesis not only provides valuable insights for MobilePay’s developers but also contributes to broader discussions on optimizing user experience in mobile payment systems. If improvement is carried out, MobilePay can further solidify its position as a leading digital payment service in Finland.