A cross-generational comparison of Gen X, Millennials, and Gen Z on UI/UX impact in Sri Lankan banking and e-commerce apps

Abstract

Digital transformation is altering industries, and mobile applications have become indispensable for financial and commercial services. Despite the adoption of mobile platforms across age groups, little research has explored how generational differences affect user experience in Sri Lanka. The present study investigates generational divergences in user interface and user experience preferences among Generation X, Millennials, and Generation Z with the aim of informing the development of more inclusive, user-centred digital products. A mixed-methods approach combining surveys, interviews, and focus groups was used to understand user preferences. Quantitative data were collected through structured surveys, while qualitative data were gathered via interviews and focus groups. A pilot test was conducted to ensure clarity and reliability. The gathered evidence was cleaned and analysed using statistical and thematic approaches. A heuristic evaluation was also conducted on selected banking and e-commerce applications to assess usability. The findings indicate that Generation X users value ease of use, reliability, and security, preferring biometrics, user-friendly navigation and minimalist design. Millennials on rapid communications, intuitive interfaces, and safe purchases, and often opt to prioritise convenience and swiftness. Generation Z prefers personalised, visually dynamic, responsive experiences, emphasising aesthetics and performance. The results led to the creation of a flexible UI/UX design framework and interactive prototypes that cater to the unique preferences of each generation. As future work, 25% of participants from each generation will test the prototype and participate in follow-up interviews to refine the proposed solutions. The findings help shape mobile solutions that reflect the needs and habits of each generation, making digital experiences more accessible, engaging, and relevant for people across Sri Lanka’s growing digital financial services and e-commerce landscape. In summary, the findings offer a practical design direction that acknowledges generational differences in digital behaviour to enhance usability, accessibility, and engagement within Sri Lanka.