Mahler MMurphy A2024-06-202024-06-202024-01-01Mahler M, Murphy A. (2024). Risk of desirable user experiences: insights from those who create, facilitate and accept mobile payments. Electronic Commerce Research.1389-5753https://mro.massey.ac.nz/handle/10179/69955Incorporating fluency theory into a user experience design framework, this study utilises design considerations, drawing on complementary angles of the two theoretical domains, as a foundation with the ultimate goal of creating beneficial mobile payment experiences. An exploratory approach is deployed through semi-structured interviews to provide insights into experience design considerations utilising sensory elements and risk perception, a combination which has thus far received little attention. Research participants consist of senior managers that work for companies that create, facilitate, or accept mobile payment apps or processes. A conceptual framework is proposed with design as a starting point, including aesthetics and the need for a simplified experience, along with sensory elements that replicate familiar visual, audio, and haptic stimuli. These lead to a more usable experience that is perceived as easy to use through a frictionless experience. Usefulness is increased as exposure increases, and new app or process features can be added once prior features become familiar through repeated use. Key trade-offs include a simplified experience versus feature-rich experience, and frictionless experiences versus security risks, with key practical suggestions on how these can be approached.(c) 2024 The Author/sCC BY 4.0https://creativecommons.org/licenses/by/4.0/Journal article10.1007/s10660-024-09835-41572-9362journal-article