Palm Banking: Analysis Report

Introduction

This analysis report describes the prototype design from a HCI perspective and undertakes the system a critical analysis. The project of the Palm Banking client exists only as a lo-fi model made with paper and pencil. The design is based on today's Internet banking solution called UBS e-banking (Telebanking). The user interface resembles therefore very much the screen layout of the standalone Java application with pull-down menus, which is currently under development.

The goal is to develop a user interface for retail consumers using a wireless, pen-based handheld computer to access financial services. The bestselling 3Com PalmPilot was chosen as the hardware platform, which captured two third of the palmtop market in two years. This battery powered personal digital assistant (PDA) runs the Palm OS and features a 160-pixel-square, black-and-white touch-sensitive screen. The Piloteer (Pilot user) mainly interacts by writing in the Graffiti alphabet or by tapping on the display with a stylus.

The first specification was created by people with great knowledge of electronic banking facilities. However they had insufficient know-how about usability, technical limitations and the PalmPilot magic.

In my opinion, the product should be marketed as a mobile companion to the UBS Telebanking desktop product. Bullet-proofed security, reliable communication and fast transaction performance are very crucial for the success of this innovative software.

Palm Banking icon

Icon: magnified Palm Bank application

Conclusion

The current prototype is not designed as a genuine PalmPilot program and clearly lacks the usability and elegance of the built-in software. The user interface still resembles the browser-based solution and requires too many interactions to perform everyday functions, which are largely hidden behind menus.

The navigation between screens is not natural and numerous actions terminate without a path to continue the work flow. The hardware up and down scroll buttons are not supported to maneuver in forms and lists. No data synchronization with the desktop machine is planned and running transactions cannot be stopped.

The application offers too much functionality, is complex and cumbersome to pilot. There is a great opportunity for a redesigned, more usable Palm Banking client. For this 24-hour premium banking service, an easy to use and learn product with a consistent look and feel will be important for its target audience.

The challenge is to design an efficient interface, that delivers a great user experience and reduces the number of stylus taps to accomplish frequently used tasks. Instead of the menu-centric application model, people should be able to work with almost no menu access, demonstrated by the Palm Computing way. Think different, think small!