SYSTEMATIC REVIEW OF USER EXPERIENCE OPTIMIZATION IN MULTI-CHANNEL DIGITAL PAYMENT PLATFORM DESIGN
DOI:
https://doi.org/10.51594/gjabr.v1i3.135Abstract
This systematic review critically explores user experience (UX) optimization strategies in the design and implementation of multi-channel digital payment platforms within the rapidly evolving financial technology landscape. As digital payment ecosystems expand across web, mobile, and USSD interfaces, ensuring consistent, accessible, and intuitive user experiences has become central to fostering adoption and sustained engagement. The study begins by establishing the theoretical foundations of UX in digital finance, distinguishing key dimensions such as usability, efficiency, accessibility, and satisfaction, and examining prevalent frameworks for evaluation. Through the analysis of peer-reviewed literature and empirical studies, the review identifies emerging design patterns and technologies—including responsive interfaces, AI-driven personalization, and behavioral nudging techniques—that contribute to improved user satisfaction and retention. The review also reveals persistent challenges such as interface fragmentation, poor accessibility in low-resource settings, and inconsistencies across platforms. Additionally, it examines the impact of technological context and demographic diversity on user interactions, with insights from both developed and developing markets. Comparative analyses highlight best practices in platform design, alongside cautionary examples of failed implementations due to inadequate user-centric considerations. The paper concludes with actionable recommendations for designers and developers, emphasizing the importance of inclusive, agile, and analytics-informed UX processes. Finally, it proposes future research directions in emerging technologies, longitudinal UX assessment, and interdisciplinary collaboration to advance the field. This study contributes a comprehensive reference for fintech professionals, UX researchers, and policy stakeholders aiming to improve financial inclusion and service efficiency through optimal digital experience design.
Keywords: Multi-Channel Digital Payment, User Experience Optimization, Fintech Design Strategies, Usability and Accessibility, UX Evaluation Frameworks, Digital Financial Inclusion.
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Copyright (c) 2023 Florence Sophia Ezeh, Oluwasanmi Segun Adanigbo, Unomah Success Ugbaja, Comfort Iyabode Lawal, Solomon Christopher Friday
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