Abstract
This study aimed to investigate the psychological uneasiness that users experience during online payment and to identify the factors that contribute to this uneasiness. The researchers conducted a survey of users with experience using credit card payment on EC sites and found that many of them had experienced practical uneasiness when making payments, mainly because they lack the physical sensation of spending money when making online payments. Additionally, the difference between physical time and the user's subjective time tended to cause a new sense of uneasiness. The study also examined the effect of indicator endpoints and display time on user uneasiness during large-value payment. The results showed that a linear indicator with an endpoint and a display time of 3 to 5 seconds were effective in reducing the psychological uneasiness of large-value payments. The study's findings provide insights into how to improve users' experience during online payment.
Keywords
User experience, Online payment, Psychological uneasiness, Progress indicators
DOI
https://doi.org/10.21606/iasdr.2023.850
Citation
Wu, H., Cheon, R.,and Yang, W.(2023) Optimizing user experience in online payments: the relationship between wait time and psychological uneasiness., in De Sainz Molestina, D., Galluzzo, L., Rizzo, F., Spallazzo, D. (eds.), IASDR 2023: Life-Changing Design, 9-13 October, Milan, Italy. https://doi.org/10.21606/iasdr.2023.850
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
shortpapers
Included in
Optimizing user experience in online payments: the relationship between wait time and psychological uneasiness.
This study aimed to investigate the psychological uneasiness that users experience during online payment and to identify the factors that contribute to this uneasiness. The researchers conducted a survey of users with experience using credit card payment on EC sites and found that many of them had experienced practical uneasiness when making payments, mainly because they lack the physical sensation of spending money when making online payments. Additionally, the difference between physical time and the user's subjective time tended to cause a new sense of uneasiness. The study also examined the effect of indicator endpoints and display time on user uneasiness during large-value payment. The results showed that a linear indicator with an endpoint and a display time of 3 to 5 seconds were effective in reducing the psychological uneasiness of large-value payments. The study's findings provide insights into how to improve users' experience during online payment.