Investigando a comunicabilidade de chatbots: avaliando o aplicativo mobile do Itaú

Abstract

The usability and communicability of banking application interfaces are essential for an effective user experience, particularly in an environment where financial transactions are predominantly digital. This study evaluates the interface of the Itaú banking application using two methods from Semiotic Engineering: the Semiotic Inspection Method and the Communicability Eva- luation Method. The SIM examined the interface from the designer’s perspective, analyzing the implementation and functionality of metalinguistic, static, and dynamic signs. The CEM focused on real user interactions with the application, identifying points where communicability breakdowns occur. Results indicate that, despite a well-structured interface and clear instructions for routine tasks, significant challenges were found in tasks requiring more complex interactions, such as loan simulations and tax queries. The need for improvements in feedback elements and detailed instructions for complex operations was highlighted. The proposed improvements aim to optimize communication between the system and users, minimizing barriers in financial operations and enhancing user trust and satisfaction.