Usability Challenges of Mobile Banking Applications Among Functionally Illiterate Users in Nigeria

Pondei Iniye; Elliot Nkem Kizzy; Okardi Biobele; Moko Bemoifie Anasuodei

doi:10.56201/ijcsmt.vol.12.no4.2026.pg303.9

📄 Download Paper

Usability Challenges of Mobile Banking Applications Among Functionally Illiterate Users in Nigeria

Pondei Iniye, Elliot Nkem Kizzy, Okardi Biobele, Moko Bemoifie Anasuodei

Abstract

Nigeria’s rapid transition toward digital banking under the Cashless Nigeria policy has positioned mobile applications as critical tools for financial inclusion. However, these systems often assume a baseline level of literacy that a significant segment of the population does not possess. While existing studies examine mobile banking adoption and usability broadly, limited research focuses on the specific interaction challenges faced by functionally illiterate users in the Nigerian context, particularly from a Human–Computer Interaction perspective. This study investigates the usability challenges encountered by functionally illiterate users when interacting with mobile banking applications in Nigeria. Adopting a qualitative, exploratory usability research design, the study employs heuristic evaluation and literature‐informed interface analysis to examine selected Nigerian mobile banking applications. The analysis reveals that text-heavy interfaces, abstract financial terminology, non-linear navigation, and inadequate feedback mechanisms significantly hinder task completion and induce high levels of anxiety, especially during money transfer tasks. The study demonstrates that usability breakdowns in mobile banking are both cognitive and emotional, and argues for inclusive interaction design strategies—such as voice-assisted navigation, culturally familiar iconography, and simplified linear task flows—to support equitable digital financial participation.

Keywords

Mobile Banking; Functional Illiteracy; Usability Evaluation; Human–Computer Interaction for Development (HCI4D); Inclusive Design; Nigeria;

References

Central Bank of Nigeria. (2021). Guidelines on agent banking and financial inclusion. Central Bank of Nigeria. Central Bank of Nigeria. (2023). Nigeria financial inclusion strategy (revised). Central Bank of Nigeria. GSM Association. (2022). State of the industry report on mobile money. GSMA. International Organization for Standardization. (2019). ISO 9241-210: Human-centred design for interactive systems. ISO. Lazar, J., Feng, J. H., & Hochheiser, H. (2017). Research methods in human–computer interaction (2nd ed.). Morgan Kaufmann. Medhi, I., Sagar, A., & Toyama, K. (2009). Text-free user interfaces for illiterate users. Information Technologies & International Development, 5(1), 37–50. Medhi-Thies, I., O’Neill, J., & Bidwell, N. J. (2018). HCI4D: Challenges and opportunities. Interactions, 25(4), 58–63. Medhi-Thies, I., Quinteros, A., & Kumar, N. (2020). User-centered design for low-literacy users. ACM Transactions on Computer–Human Interaction, 27(2), 1–35. Nielsen, J. (1994). Usability engineering. Academic Press. Oduor, E., Alao, M., & Wachira, E. (2023). Digital financial services and usability in Sub-Saharan Africa. Information Technology for Development, 29(2), 345–362. Oliveira, T., Thomas, M., Baptista, G., & Campos, F. (2016). Mobile banking adoption: A multi- country analysis. Computers in Human Behavior, 62, 1–15. Shaikh, A. A., Karjaluoto, H., & Chinje, N. B. (2015). Continuous mobile banking usage and relationship commitment: A multi-country assessment. International Journal of Bank Marketing, 33(6), 840–858. United Nations Educational, Scientific and Cultural Organization. (2020). Global education monitoring report: Inclusion and education. UNESCO. World Bank. (2022). The global Findex database 2021: Financial inclusion, digital payments, and resilience in the age of COVID-19. World Bank. World Bank. (2024). Digital public infrastructure and financial inclusion in Africa. World Bank.

Usability Challenges of Mobile Banking Applications Among Functionally Illiterate Users in Nigeria

Abstract

Keywords

References

More Articles from INTERNATIONAL JOURNAL OF COMPUTER SCIENCE AND MATHEMATICAL THEORY