Chapter One — 1.1 Background to the Study

The rapid evolution of Heuristic Evaluation Methods has transformed the way organizations design, deploy, and manage mobile banking applications. As institutions seek to modernize legacy processes, Heuristic Evaluation Methods offers new opportunities to improve service delivery, reduce manual overhead, and respond more effectively to user needs.

Despite this potential, many existing mobile banking applications were not originally designed with heuristic evaluation methods in mind, resulting in persistent gaps in task completion rate that limit their overall effectiveness. This study examines how Heuristic Evaluation Methods can be applied to help close that gap.

1.2 Statement of the Problem

Existing approaches to task completion rate within mobile banking applications remain largely reactive and fragmented, with little systematic use of heuristic evaluation methods despite its demonstrated value elsewhere. This study addresses the resulting gap by designing and evaluating a solution built specifically around heuristic evaluation methods.

1.3 Objectives of the Study

1. To design and implement a heuristic evaluation methods-based approach to improving task completion rate in mobile banking applications.
2. To evaluate the effectiveness of Heuristic Evaluation Methods in enhancing task completion rate within mobile banking applications.
3. To identify the key requirements and constraints relevant to deploying heuristic evaluation methods in this context.
4. To assess user and stakeholder perception of the resulting system.

1.4 Research Questions

1. How can heuristic evaluation methods be applied to improve task completion rate in mobile banking applications?
2. How effective is Heuristic Evaluation Methods at enhancing task completion rate within mobile banking applications?
3. What requirements and constraints are relevant to deploying heuristic evaluation methods in this context?
4. How do users and stakeholders perceive the resulting system?

1.5 Significance of the Study

Beyond its immediate technical contribution, this study offers value to organizations evaluating whether to invest in heuristic evaluation methods for their own mobile banking applications, and contributes to the broader literature on applied UI/UX design by documenting a concrete implementation and evaluation case.

1.6 Scope of the Study

The study is limited to the design, implementation, and evaluation of a heuristic evaluation methods-based approach to improving task completion rate within mobile banking applications. Reflecting its BSc-level scope, it does not extend to a full commercial rollout or long-term post-implementation review beyond the study period.