The Impact of AI-Driven User Experience in Digital Payment Systems

This chapter explores the impact of Artificial Intelligence (AI) integration on the User Experience (UX) within digital payment systems, focusing on Nordic Generation Z consumers. Using the Stimulus–Organism–Response (S-O-R) model, the study draws on qualitative data from Finnish participants to trace the consumer journey from technological stimuli to internal cognitive states and behavioural responses. The findings show that Gen Z views AI as an essential element of modern financial services, setting high expectations for performance and convenience. Participants balance the efficiency of automation against potential financial risks and conditional trust. A distinctive cultural element shapes these responses: Finnish consumers prefer AI-driven self-service autonomy as long as human assistance remains available. These insights underscore the importance of AI-driven payment experiences that are culturally sensitive and capable of fostering user trust.