Socio-Cultural Aspects in the Design of Multilingual Banking Interfaces in the Arab Region

  • Sarah Alhumoud
  • Lamia Alabdulkarim
  • Nouf Almobarak
  • Areej Al-Wabil
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9171)

Abstract

This paper reports on insights gained from investigating multilingual user interfaces designed for banking systems in the Arab Region. In this region, Arabic is the native language; however a plethora of expatriates reside in the region who speak different languages. Three modes of banking interactions are examined in the local context; internet banking, automatic teller machines (ATMs), and mobile banking (MB). Reflections on interaction design for the three modes of banking illuminates the culture-orientated design considerations for banking interactions and demonstrates how users, in this case bank customers, shape technological changes and influence interface design. The contribution of this research is threefold. Firstly, gain an insight into socio-cultural design requirements for banking interfaces; secondly, an exploratory survey of interface design considerations in the three modes of banking with a focus on multilingual aspects of the design; and finally, distil the findings into design recommendations for socio-cultural aspects that are relevant to the context of banking interactions in the Arab Region.

Keywords

ATM Mobile banking Online banking Heuristics Usability 

References

  1. 1.
    Al-Sedrani, A., Al-Khalifa, H. S.: Design considerations for the localization of arabic e-commerce websites. In: 7th International Conference on Digital Information Management, ICDIM 2012, pp. 331–335 (2012)Google Scholar
  2. 2.
    Al-Ghaith, W., Sanzogni, L., Sandhu, K.: Factors influencing the adoption and usage of online services in saudi arabia. Electron. J. Inf. Syst. Dev. Ctries. 40, 1–32 (2010). ISSN: 1681-4835Google Scholar
  3. 3.
    Kim, J., Moon, J.Y.: Designing towards emotional usability in customer interfaces—trustworthiness of cyber-banking system interfaces. Interact. Comput. 10(1), 1–29 (1998)MathSciNetCrossRefGoogle Scholar
  4. 4.
    Lee, Y.E., Benbasat, I.: Interface design for mobile commerce. Commun. ACM 46(12), 48–52 (2003)CrossRefGoogle Scholar
  5. 5.
    Khashman, N., Large, A.: Measuring cultural markers in Arabic government websites using Hofstede’s cultural dimensions. Design, User Experience, and Usability. Theory, Methods, Tools and Practice, pp. 431–439. Springer, Heidelberg (2011)CrossRefGoogle Scholar
  6. 6.
    Khashman, N., Large, A.: Arabic website design: user evaluation from a cultural perspective. In: Rau, P. (ed.) HCII 2013 and CCD 2013, Part II. LNCS, vol. 8024, pp. 424–431. Springer, Heidelberg (2013)Google Scholar
  7. 7.
    Tolba, R.: The cultural aspects of design Jordanian websites: an empirical evaluation of university, news, and government website by different user groups. Int. Arab J. Inf. Technol. 1, 1–9 (2003)Google Scholar
  8. 8.
    Curran, K., King, D.: Investigating the Human Computer Interaction Problems with Automated Teller Machine (ATM) Navigation Menus, Computer and Information sciences, May 2008. http://www.ccsenet.org/journal/index.php/cis/article/viewFile/1908/1812
  9. 9.
    Al-Ashban, A., Burney, M.: Customer adoption of tele-banking technology: The case of Saudi Arabia. Int. J. Bank Mark. 19(5), 191–201 (1983). doi:10.1108/02652320110399683 CrossRefGoogle Scholar
  10. 10.
    Adams, A.S., Thieben, K.A.: Automatic teller machines and the older population. Appl. Ergon. 22(2), 85–90 (1991)CrossRefGoogle Scholar
  11. 11.
    Rashed, A., Henrique, M., Santos, D.: User acceptance OTM machine: in the Arab culture. Int. J. Electron. Secur. Digit. Forensic 3(3), 240–248 (2010). doi:10.1504/IJESDF.2010.038286 CrossRefGoogle Scholar
  12. 12.
    El-Haddad, A.B., Almahmeed, M.A.: ATM banking behaviour in Kuwait: a consumer survey. Int. J. Bank Mark. 10, 25–32 (1992)CrossRefGoogle Scholar
  13. 13.
    Taohai, K., Phimoltares, S., Cooharojananone, N.: Usability comparisons of seven main functions for Automated Teller Machine (ATM) banking service of five banks in thailand. In: Proceedings of the 2010 International Conference on Computational Science and Its Applications (ICCSA 2010), pp. 176–182. IEEE Computer Society, Washington (2010)Google Scholar
  14. 14.
    Akinnuwesi, B., Uzoka, F., Obasa, A.: Enhancing automated teller machine with multi-lingual and multi-denominational software functionalities. Int. J. Electron. Financ. 7(2), 97–114 (2013)CrossRefGoogle Scholar
  15. 15.
    Chung, K.M., Kim, D., Na, S., Lee, D.: Usability evaluation of numeric entry tasks on keypad type and age. Int. J. Ind. Ergon. 40(1), 97–105 (2010)CrossRefGoogle Scholar
  16. 16.
    Banjo, A.: An investigation into the determinants of user acceptance of personalization in online banking, p. 130. Faculty of Behavioural Science, The University of Twente, Enschede, The Netherlands (2006)Google Scholar
  17. 17.
    Saudi Arabian Money Agency.: Monthly Statistical Bulletin. Saudi Arabian Money Agency, Riyadh (2014)Google Scholar
  18. 18.
    Siam, A.Z.: Role of electronic banking services on the profits of Jordanian banks. Am. J. Appl. Sci. 3(9), 1999–2004 (2006)CrossRefGoogle Scholar
  19. 19.
    Statista: Percentage-of-us-mobile-phone-users-who-use-mobile-banking. Statista Inc., New York (2015)Google Scholar
  20. 20.
    Statista: Users-of-mobile-banking-in-selected-countries. Statista Inc., New York (2015)Google Scholar
  21. 21.
    ICT Indicators Report End of Q1 2014, Communications and Information Technology Commission (2014)Google Scholar
  22. 22.
    m-Powering Development Initiative Report of the Working Group on m-Commerce, ITU, Geneva (2014)Google Scholar
  23. 23.
    Nielsen, J.: Usability inspection methods. In: Conference Companion on Human Factors in Computing Systems, pp. 413–414. ACM (1994)Google Scholar
  24. 24.
    Yeh, M., Jin Jo, Y., Donovan, C., Gabree, S. : Human Factors Considerations in the Design and Evaluation of Flight Deck Displays and Controls. Department of Transportation in the interest of information exchange, Washington (2013)Google Scholar
  25. 25.
  26. 26.
    Android: Android Design Principles (2015). http://developer.android.com/design/get-started/principles.html

Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

  • Sarah Alhumoud
    • 1
  • Lamia Alabdulkarim
    • 1
  • Nouf Almobarak
    • 2
  • Areej Al-Wabil
    • 2
  1. 1.Department of Computer Science, College of Computer and Information SciencesImam Mohammed bin Saud Islamic UniversityRiyadhSaudi Arabia
  2. 2.Software Engineering Department, College of Computer and Information SciencesKing Saud UniversityRiyadhSaudi Arabia

Personalised recommendations