A Consumer-Centric Approach to Understand User's Digital Experiences

摘要

Life-friendly payment platforms, offered by all-in-one applications, have transformed the way in which consumers interact with financial and nonfinancial services. This study investigates user experiences in the digital financial sphere via an innovative payment application, called PAYCO, from a consumer-centric perspective to provide practical insights to application developers into the domain requirements and opportunities, and thereby, improve user experience. From March 1~(st), 2016 to February 28~(th), 2019, 11,586 user-reviews of the application were collected from the Google Play website. The results of this study revealed that the reviews shifted from negative to positive and from those related to the major functions of the application to multiple functions of a life-supporting payment platform. These reviews collectively facilitate toward building a robust framework that addresses the changing consumer expectations in the payment space. It is envisaged that the adoption of this approach will help enhance the quality of human life.