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Document summary Insert brief summary here
This document outlines efforts and results made to verify the usability of core journeys on the Dashboard for Moniepoint Channels.
Objectives
As part of our ongoing efforts to improve the user experience and align our products with strategic goals, we have identified the System Usability Scale (SUS) score as a key performance indicator (KPI) for user satisfaction. Additionally, we will be tracking two other critical usability metrics: time on task and success rate. These metrics will provide a comprehensive view of how well our product supports primary user goals across web and mobile platforms.
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Test plan | Attach the original test plan for reference - insert link |
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Core user journeys
Core journey
Tasks
View history & print receipt
A customer that recently made a transaction of N15,000.00, has come to ask you for a re-print of that receipt. Proceed to give the receipt
Note: imagine this to be a POS terminal
[journey name]
Persona | Core journey |
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Delete this info panel, this is only for guidance.
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[insert text here]
Persona | Core journey | Rationale |
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Name of persona + description | Name of the core journey + description | Why this journey was selected + how you selected this journey |
Name of persona + description | Name of the core journey + description | Why this journey was selected + how you selected this journey |
Name of persona + description | Name of the core journey + description | Why this journey was selected + how you selected this journey |
Name of persona + description | Name of the core journey + description | Why this journey was selected + how you selected this journey |
Name of persona + description | Name of the core journey + description | Why this journey was selected + how you selected this journey |
Name of persona + description | Name of the core journey + description | Why this journey was selected + how you selected this journey |
Name of persona + description | Name of the core journey + description | Why this journey was selected + how you selected this journey |
Test environment
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Delete this info panel, this is only for guidance. Outline the approach you took - wether it was moderated or unmoderated test, remote or in-person, which platform it was performed on (mobile, web, POS), interactive prototypes or testing account, etc. |
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Tasks
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Delete this info panel, this is only for guidance. Provide details on the tasks participants were asked to complete. Ensure tasks align with real-world scenarios that users of the product would encounter. |
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Rationale | ||
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Chioma, business owner: Chioma is a small business owner with a business banking account which she uses for managing her business' finances daily | User app management:
| This journey was selected because it contains key activities that result in an uptick of support issues for Moniepoint, and frustration on the part of the user. |
John, personal account user: John is a student at Unilag with a personal banking account which he uses for allowance from his parents monthly. | Account overview:
| This journey was selected because these are basic activities that every user needs to be able to conduct once they successfully log into the Moniepoint app. |
Goriola, accountant: Goriola manages multiple chains within a franchise, he is familiar with digital products. | Account overview:
| This journey was selected because these are basic activities that every user needs to be able to conduct once they successfully log into the Moniepoint app. |
Ahmad, personal account user: Ahmad is a father with a small family. He uses his Moniepoint account as his primary account and manages all his family’s finances from there. | Product discoverability:
| This journey was selected because the discoverability of other features and offerings of the Moniepoint app is essential to Moniepoint’s revenue. |
Faiza, is a business owner. She doesn’t speak any english and relies on help from her BRM and the icons within the app to get things done | Product discoverability:
| This journey was selected because the discoverability of other features and offerings of the Moniepoint app is essential to Moniepoint’s revenue. |
Lara, personal account user:
| User app management:
| This journey was selected because it contains key activities that result in an uptick of support issues for Moniepoint, and frustration on the part of the user. |
Test environment
Platform & Test type: Physical moderated tests using staging versions of both the Personal and Business accounts.
Platform specification:
Mobile Staging, accessed through VPN and Test Flight.
Environment setup:
A list of tasks were drafted to guide each participant
Instructions were communicated to participants verbally
Results were recorded using a google form by the Designer
Tasks
All the actions assigned to the users were grouped in batches falling under the three core journeys identified in the section above: user app management, account overview and product discoverability.
Core journey | Tasks |
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Check status of all accounts that are attached to the user | A customer that has received notification of a transaction hold on their account is asked to identify the notification, and read out the expected actions for that account. This requires the customer to switch between multiple accounts |
View balances | A customer that has just logged in to the app is asked to identify and dictate the balance on their account |
View transaction history | A customer that has just received some money is asked to review their list of recent transactions as well as details of the newest transaction. |
Initiate a funds transfer operation | A customer that wants to send money out of their accounts is prompted to start the process of initiating the transfer |
Initiate a bill payment initiation | A customer that wants to pay a bill from their account is prompted to start the process of making the bill payment |
Initiate card management flow | A customer is asked to initiate the process for ordering and managing cards to their accounts |
Initiate savings product flow | A customer is asked to check the amount of savings in the account and read it out loud. Or read out the number of savings types that are available |
View and initiate KYC level upgrade | |
Initiate POS product flow | |
Copy account number to add money to the account | |
Edit App settings | |
Change password / passcode | |
Hide and Reveal Bank Balance | |
Change between account number and phone number | |
Edit account limit and transaction limit |
Participants
Participant information
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