Human-Computer Interaction Insights from Web Portals in Consumer Banking

Abstract

The rapid digitalization of banking services has transformed the way consumers interact with financial institutions. Web portals, once limited to basic account inquiries, have evolved into comprehensive platforms offering seamless, secure, and personalized banking experiences. The effectiveness of these platforms largely depends on principles of Human-Computer Interaction (HCI), which shape usability, accessibility, trust, and overall user satisfaction. This manuscript investigates the role of HCI in consumer banking portals, analyzing how design choices, user interface (UI) patterns, and interaction models influence customer engagement and service adoption. Drawing upon cross-disciplinary literature from information systems, behavioral finance, and interaction design, the paper highlights critical factors such as usability, personalization, accessibility, and cognitive load in shaping user experiences. The study further examines empirical findings from consumer banking contexts to identify design best practices and challenges. Results demonstrate that banking portals that prioritize intuitive design, adaptive personalization, and security transparency significantly enhance customer trust and loyalty. The manuscript contributes both theoretical insights and practical frameworks for improving banking portal design, bridging the gap between HCI theory and real-world financial technology (FinTech) applications.