Making Monetary Transactions Feel like Natural Conversations: A Conversation Design Framework for Banking UX

Published in: Proceedings of the 7th National HBCU Blockchain, FinTech, and AI Conference
Conference: 7th National HBCU Blockchain, FinTech, and AI Conference
Conference Location: Nashville, Tennessee
Date of Conference: November 8–10, 2026
Publisher: National Center for the Study of Blockchain and FinTech, Morgan State University

Published: 2026
Publication Type: Full Paper
Pages: 237-259
Paper ID: 12

Author(s)

Raymond Mbam
Morgan State University

Doowuese Igbazua
Towson University

Abstract

Retail banking depends on digital channels to serve customers, yet many current interfaces remain complex, especially among users with limited technical proficiency. Most conversational assistants are limited to simple, one-off commands rather than the multi-step workflows a financial transaction already involves. This paper presents a Conversational Banking Interaction Framework (CBIF) that organizes financial tasks as structured conversations including clarification, confirmation, and context awareness, and that combines voice, text, touch, and biometric authentication to balance ease of use with privacy and security. A prototype instantiation was evaluated through expert heuristic inspection and a comparative usability study. The evaluation supports the framework’s specific interaction mechanisms without establishing a general advantage for the conversational paradigm, and it yields implementation recommendations relevant to financial inclusion.

Keywords: Conversational AI, Retail Banking, Multi-Modal Interaction, Self-Service Banking, Financial Technology (FinTech), Human-Computer Interaction (HCI)

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