Mobile app of a B2C commercial bank
Commercial bank - one of the top 10 in the country
- Payments were tested for three different everyday services within the mobile application.
- A survey was conducted on what features are missing and what needs to be improved.
CUSTOMER CHALLENGES:
Users find it difficult to pay for some common services, such as utility bills, using the bank application.
Research participants:
- 80 participants
- Equally divided between iOS and Android users
- Clients and non-clients
Issues IDENTIFIED
Testing revealed some critical problems:
- App navigation and naming within the application - some people couldn't find the necessary options to make payments.
- Lack of understanding of what fields in the payment form needed to be filled, what to enter in those fields, and where to get this information.
- Fear of making a mistake when making a payment, caused by the design of the application interface.
- Confusing interface: A second confirmation of the transaction was required by the bank when clients believed that the payment was already completed.
- Navigation and screen titles in the application were redesigned. Two improved prototypes of the interface were tested.
- The labels of the form fields were changed and some tooltips were added.
- The confirmation UI was redesigned.
Results:
+23%
Transactions
