Usability Challenges of Mobile Banking Applications Among Functionally Illiterate Users in Nigeria

Nigeria’s rapid transition toward digital banking under the Cashless Nigeria policy has positioned mobile applications as critical tools for financial inclusion. However, these systems often assume a baseline level of literacy that a significant segment of the population does not possess. While existing studies examine mobile banking adoption and usability broadly, limited research focuses on the specific interaction challenges faced by functionally illiterate users in the Nigerian context, particularly from a Human–Computer Interaction (HCI) perspective. This study investigates the usability challenges encountered by functionally illiterate users when interacting with mobile banking applications in Nigeria. Adopting a qualitative, exploratory usability research design, the study employs heuristic evaluation and literature‑informed interface analysis to examine selected Nigerian mobile banking applications. The analysis reveals that text-heavy interfaces, abstract financial terminology, non-linear navigation, and inadequate feedback mechanisms significantly hinder task completion and induce high levels of anxiety, especially during money transfer tasks. The study demonstrates that usability breakdowns in mobile banking are both cognitive and emotional, and argues for inclusive interaction design strategies—such as voice-assisted navigation, culturally familiar iconography, and simplified linear task flows—to support equitable digital financial participation.