Assessment of Usability Issues in Digital Financial Products in Ghana

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Ashesi University
The proliferation of digital financial products, such as mobile money, has brought new opportunities for billions of people in developing countries to access financial services. Digital financial products are playing a crucial role in bridging the financial inclusion gap that exists between developed and developing countries. In Ghana, financial exclusion is more common among women and people living in rural areas. However, digital financial products on mobile phones (i.e., mobile banking and mobile money) and other platforms, such as automated teller machines (ATMs) and internet banking are accelerating financial inclusion in Ghana. Yet, there are challenges that users face when using digital financial products. In this thesis, we assess the usability issues in digital financial products. Our focus is on mobile money and popular mobile banking applications used by Ghanaians. The study provides user-centered design recommendations that interface designers, financial service providers, and other entrepreneurs can use to design apps that suit user needs and offer improved usability.
Undergraduate thesis submitted to the Department of Computer Science, Ashesi University, in partial fulfillment of Bachelor of Science degree in Management Information Systems, May 2022
Makaika, E., & Etyang, J. R. (2022). Assessment of Usability Issues in Digital Financial Products in Ghana. Undergraduate Thesis. Ashesi University, 64pgs.