고령 사용자를 위한 모바일 금융 인터페이스 설계 전략: GUI, VUI, 대화형 디지털 휴먼(CDH) 기반 경험과 행동의 실증 분석 = Design Strategies for Mobile Financial Interfaces for Elderly Users: An Empirical Analysis of Experience and Behavior with GUI, VUI, and CDH

다국어 초록 (Multilingual Abstract)

This study aims to propose interface design strategies to enhance the user experience (UX) of mobile financial services for the elderly by comparing and analyzing the effects of three types of user interfaces (UI). Specifically, the study examines the impact of UI types (Graphical User Interface (GUI), Voice User Interface (VUI), and Conversational Digital Human (CDH)) and task types (account inquiry and money transfer) on the experience (accessibility, trust, and satisfaction) and behavior (task completion time and error rate) of elderly users. The experiment was conducted with 33 participants aged 60 and older, who were randomly assigned to one of the three UI types and performed financial tasks using app-based prototypes modeled after real financial service flows. Data were collected using a mixed-method approach, including UX surveys, task time and error measurements, and in-depth interviews. Statistical analysis was performed using the Kruskal-Wallis test and post-hoc Dunn’s Test (with Bonferroni correction), while qualitative data were interpreted through content analysis. The results showed that GUI and CDH received the highest ratings in terms of accessibility and satisfaction, and CDH recorded the lowest error rates, suggesting a stable interaction experience for elderly users. In contrast, VUI received the lowest ratings for both accessibility and satisfaction due to voice recognition errors and inconsistent feedback. In-depth interviews further revealed that CDH contributed to users’ emotional stability by providing repeated visual and verbal feedback. These findings highlight the importance of tailoring UX strategies to the interface and task context, providing empirical evidence for designing elderly-friendly mobile financial services.