Abstract:
Digital banking services are rapidly expanding in Sri Lanka, offering customers convenient
and efficient access to financial services, yet many senior citizens still face difficulties when
using mobile and internet banking platforms due to age-related changes in vision, cognition
and motor skills, as well as low levels of digital literacy and confidence. This study aims to
enhance the user interface and user experience design of digital banking platforms for senior
citizens in Sri Lanka through a usability-focused, human-centred approach. The research follows
a mixed-methods sequential explanatory design to identify key challenges and barriers
older adults encounter when using existing digital banking applications. Initially, quantitative
data are collected via a structured questionnaire (N =60–80) to capture demographic characteristics
and perceived difficulties. This is followed by qualitative semi-structured interviews and
baseline usability testing of existing banking apps (HNB Digital Banking and BOC Flex) with
10–15 participants. Measures include task success rates, error counts, time on-task, and System
Usability Scale (SUS) ratings. Findings inform the development of a high-fidelity Figma
prototype incorporating age-friendly features like larger touch targets, high-contrast text, and
simplified navigation. The prototype is validated through a second round of iterative usability
testing to measure improvements in effectiveness, accuracy, and user confidence. Results from
this evaluation show higher task completion rates and reduced errors compared to existing systems.
The study develops practical, evidence-based design guidelines to show how inclusive
design can be applied in real systems to make digital financial services more accessible and to
increase the independence of older users in Sri Lanka.
