User Experience Deficiencies in Mobile Tourism Applications: A Preliminary Study from Generation Z and Tourism Practitioners
Huang Huihui, Azliza Othman, Nadia Diyana Mohd Muhaiyuddin · International Journal of Advanced Computer Science and Applications · 2025
While previous research has broadly explored the user experience of mobile tourism applications (MTAs), few have examined user experience deficiencies from the dual perspectives of both tourism practitioners and Generation Z adults. This preliminary study sought to investigate user experience deficiencies present in MTA, with an emphasis on Generation Z adults. This study analysed the viewpoints of tourism practitioners and Generation Z users on MTA and revealed commonalities in their perspectives. Data was collected through semi-structured interviews with five tourism practitioners and eight Generation Z adults. Thematic analysis was used to identify key themes. The results revealed that the two groups of respondents held complementary perspectives on user experience deficiencies faced by MTA users. The findings reveal that numerous MTAs are plagued by perplexing information architecture, unappealing interfaces, and inadequate emotional resonance. This study transcends the systemic limitations and usability challenges identified in previous studies, concentrating on functionality issues, and offers initial practical suggestions for developers and designers to create user-centric interface designs.