Banking Cross-Channel System UX Evaluation

Abstract

As interaction evolves from the second wave of computing to the third wave of computing, where one user connects to many computers, the physical and digital world becomes more integrated and the user’s experience journey encompass diverse apparatuses to build one whole story. The human-computer interaction turns to human-information interaction, systems become ecosystems, users become intermediaries, static becomes dynamic, dynamic becomes hybrid, horizontality overcomes verticality, product design gradually turns into experience design and experiences become cross-media. As the cross-channel interaction brings the necessity of new concepts and new ideas, a new set of 9 UX heuristics was proposed in 2016 [1] to map cross-channel experiences with new technology and interaction possibilities. This paper presents the evaluation of the system using cooperative evaluation based on the UX heuristics to discuss the system role as part of the UX journey and effectiveness of the UX heuristics.