Öztürk, Ö., ve K. Rızvanoğlu, “Selection And Implementation of Navigation And Information Search Strategies in Bank Web Sites: Turkish Case”, Design, User Experience, and Usability. Web, Mobile, and Product Design: Lecture Notes in Computer Science, vol 8015, ed. A. Marcus, 284-293, Springer, Berlin, Heidelberg, Las Vegas, 2013
One of the major issues in banking is “consumer loan”. Most of the banks allow customers to apply for a “personal” or “generic” loan online. This procedure requires filling out forms with some “familiar data” and calculating the rates and fees for the total cost.
Customer journey mapping is a continuous process that demands end-to-end innovation through qualitative and quantitative user research. It helps to identify key points where service or communication breakdown is most likely and where they are mostly valued.
In general, this paper investigates the influence of culture on the user experience during the performance of tasks on the Internet. It evaluates the hypothesis that users from different cultural backgrounds adopt different search and navigation strategies on the Internet, because the understanding, expectations and the attitudes of the users towards an interface also differ due to the cultural origins of the user. A French e-learning site was chosen as the research medium and two different tasks were designed for the users to perform.
Şenol, B. S. ve K. Rızvanoğlu “How to Find The Way: Text-Based or Map-Based Search? An Explorative Study on the Use of the Journey Planner in IETT Web Site”, Proc. of the 6th International Symposium of Interactive Media Design, 81-89, İstanbul, 2008