The Journal of the Convergence on Culture Technology (문화기술의 융합)

The International Promotion Agency of Culture Technology (국제문화기술진흥원)
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UX Writing Style in Fintech Services Effect on User's Satisfaction with Using Formality in Korean and Financial Jargon

핀테크 서비스의 UX 라이팅 유형이 사용자 만족감에 미치는 영향: 격식체와 전문용어 사용 여부를 중심으로

  • 한지수 (연세대학교 정보대학원 UX트랙) ;
  • 이정민 (연세대학교 정보대학원 UX트랙) ;
  • 신효림 (연세대학교 정보대학원 UX트랙) ;
  • 오창훈 (연세대학교 정보대학원 UX트랙)
  • Received : 2023.06.25
  • Accepted : 2023.07.10
  • Published : 2023.07.31
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Abstract

With the rise of fintech services, the importance of UX Writing in digital channel is growing. However, there is a lack of research on how different types of UX Writing in fintech services specifically affect user's satisfaction. In order to determine the impact of UX Writing style in fintech services on user's satisfaction, this study used a 2x2 mixed design with using formality in Korean and financial jargon as independent variables to measure trust, conciseness, psychological stability, and completeness. The results showed that higher levels of conciseness, psychological stability, and completeness when not using jargon than using jargon. Using formality in Korean did not show a main effect for any of the dependent variables, but it was occurred that higher levels of conciseness, psychological stability, and completeness with using formality in Korean but not using jargon. The significance of this study is that it empirically verified how using formality and financial jargon in UX Writing of fintech services affects user satisfaction.

현재 핀테크 서비스가 활성화되면서 서비스 내 UX 라이팅의 중요성이 커지고 있다. 그러나 핀테크 서비스의 UX 라이팅 유형이 사용자에게 구체적으로 어떠한 영향을 미치는지에 대한 연구는 부족한 상황이다. 이에 따라 이 연구는 핀테크 서비스의 UX 라이팅 유형이 사용자 만족감에 미치는 영향을 확인하고자 한국어의 격식체 사용 여부와 금융 전문용어 유무를 독립변인으로 하는 2x2 혼합 설계를 통해 사용자 만족감의 하위 요소인 신뢰감, 간결성, 심리적 안정감, 완벽성을 측정하였다. 그 결과, 전문용어를 사용하지 않을 때 사용할 때보다 더 높은 간결성, 심리적 안정감, 완벽성을 보였다. 격식체 사용 여부는 모든 종속 변인에 대해 주 효과가 나타나지 않았으나, 격식체를 사용하면서 전문용어를 사용하지 않을 때 더 높은 간결성, 완결성, 심리적 안정감이 나타났다. 이 연구는 핀테크 서비스 내 UX 라이팅의 격식체와 전문용어 사용 여부가 사용자 만족감에 어떤 영향을 미치는지 실증적으로 검증하였다는 점에서 의의가 있다.

Keywords

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