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SUS score
Time on task
Success rate
Test plan
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Delete this info panel, this is only for guidance. Add link to test plan for example; https://docs.google.com/document/d/1IJSsiOfUI6HE8F8_SOF7Xuc0oS7dTuSG-O8YZwqNhb0/edit?usp=sharing |
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Test plan
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Attach the original test plan for reference - insert link
Core user journeys
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Persona
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Core journey
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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
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User app management:
App settings
Password Passcode
Hide and Reveal Bank Balance
Switching Aliases for account number
edit account limit
...
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:
...
Core user journeys
Core journey
Tasks
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
Persona | Core journey | Rationale | |||
|---|---|---|---|---|---|
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. | |||
GoriolaAhmad, accountantpersonal account user: 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.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. | 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: Funds Transfer Initiation Bill Payment Initiation Card Management Loans Savings Upgrading account/KYC POS Lara, personal account user:
| User app management:
| 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: Lara is a customer support service agent at a local e-commerce company with a personal banking account which she uses to receive her salary from her company, she is familiar with digital products. | 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.
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.
Participant profiles
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Delete this info panel, this is only for guidance. If applicable (otherwise delete section), provide a few short participant profiles to offer context - see examples below. |
Participant A
Chinedu
Age
35
Occupation
SME owner (fashion retail)
Tech savviness
Moderate
Fintech usage
Uses mobile banking apps (GTBank, Access Bank) for daily transactions and a POS terminal for customer payments. Prefers platforms that offer quick, reliable transfers and clear transaction histories.
Primary devices
Android phone (Tecno Camon 16)
Key insights
Chinedu heavily relies on his POS terminal for business operations and uses fintech apps to track transactions. He is often frustrated by network downtime with POS systems and values transparency in fees. Easy-to-read transaction reports and the ability to quickly reconcile daily sales are critical for his business.
Participant B
Halima
Age
27
Occupation
Core journey | Tasks | ||||||
|---|---|---|---|---|---|---|---|
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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Number of participants
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Indicate the total number of users involved (5-8 participants per journey).
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Demographics
...
Include relevant demographic information such as age range, gender, location, experience level, job role, familiarity with the product, or other factors depending on the target audience.
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Selection criteria
...
Describe the criteria used for selecting participants. Were they existing users, new users, or a mix of both?
A customer is asked to verify the current KYC level of their account. They are also asked to begin to upgrade the process of upgrading their account from the mobile app | |
Initiate POS product flow | A business owner customer is asked to confirm how many POS they have attached to their account. The are also asked to confirm the amount of their most recent transaction. |
|---|---|
Copy account number to add money to the account | A customer is asked to copy their account number in preparation of receiving money from a friend. |
Edit App settings | A customer is asked to locate and identify the following within the app: Notification preferences, device management and app themes |
Change password / passcode | A customer is asked to initiate the process of changing the passcode/password of their account from within the settings section of the app |
Hide and Reveal Bank Balance | A customer, simulating use of the app in a crowded room, is asked to hide their balance so that it is not visible on the dashboard |
Change between account number and phone number | A customer is asked to switch from using their phone number for receiving money to using their account number (vice versa depending on what setting was previously activated on the account) |
Edit transaction limit, View account limit | A customer is asked to edit the transaction limit on their account. They are also asked to read aloud the current single debit limit on their account |
Participants
Participant information
Number of participants | 5 Business Banking users, 5 Personal Banking users to test all the core journeys highlighted |
|---|---|
Demographics | These users were a mix of people from business owners, to undergraduate students, working class professionals, older retired people. Familiarity with the product ranged from zero experience (using the app for the first time) to people with existing accounts on the app (both business and personal accounts). All test participants were located in Lagos as all tests were conducted physically, participants spoke a variety of languages including English, Yoruba, Pidgin English, and Hausa. |
Selection criteria | The participants were a mix of new and existing customers. They were chosen at random, based on willingness to participate in the tests. |
Participant profiles
Participant A | Audu |
|---|---|
Age | - |
Occupation | SME owner |
Tech savviness | Low |
Fintech usage | Uses |
the moniepoint mobile app for business owners, recently had a transaction held for violating KYC limits on his account. He’s not very familiar with digital money management apps like this, and displays a high level of anxiety when asked to interact with the app. | |
Primary devices | Android phone |
|---|
Key insights |
|---|
Halima needs simple, straightforward fintech solutions with minimal steps to complete transactions. She values reliability, especially when receiving payments from customers. She finds features like SMS confirmations and immediate access to funds critical for trust in the service.
Participant C
Tunde
Age
40
Occupation
Corporate accountant (mid-sized firm)
Tech savviness
High
Fintech usage
Uses digital banking platforms and business fintech solutions for managing payroll, supplier payments, and invoicing. Regularly interacts with multiple banking platforms for business transactions.
Primary devices
Windows laptop, iPhone 13
Key insights
Tunde requires fintech solutions that streamline business transactions and offer integration with accounting software. He values features like automated invoicing, bulk payments, and detailed reporting, but he finds it frustrating when banking platforms lack API integrations with their business software. Efficiency and robust security features are critical for business operations.
Participant D
Amaka
Age
22
Occupation
NYSC corp member (service year)
Tech savviness
High
Fintech usage
Primarily uses personal banking apps like Kuda and ALAT for saving, budgeting, and personal transfers. Also utilises fintech apps for peer-to-peer transfers and mobile payments.
Primary devices
Android phone (Samsung A32)
Key insights
Amaka prefers fintech apps that offer budgeting tools and savings features. She values gamification and rewards systems, such as cashbacks and referral bonuses, to increase engagement. Her main frustration comes from long transaction processing times or unexpected app downtimes. Security and user-friendly onboarding are important factors for her trust in the app.
Participant D
Babatunde
Age
50
Occupation
POS operator
Tech savviness
Moderate
Fintech usage
Relies heavily on mobile money apps like Paga and Moniepoint to run his POS business, facilitating cash withdrawals, deposits, and transfers for customers. He also uses traditional banking apps for reconciling the daily balance.
Primary devices
Android phone (Itel A56)
Key insights
Babatunde’s biggest concern is the reliability of the fintech app or platform, especially in high-traffic areas. He prefers platforms with low transaction failure rates and quick settlement times. Instant customer support is crucial when POS systems encounter issues, and he values platforms with lower transaction fees.
Recruitment process
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Delete this info panel, this is only for guidance.
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[insert text here]
Usability metrics and results
Success rate definition
| Note |
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Delete this info panel, this is only for guidance. Success criteria:
Measurement:
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SUS score
SUS is a standardised questionnaire used to measure the usability of a product, using a 10 questions 5-point scale to generate a score between 0 and 100, with higher indicating higher usability.
The average SUS score is typically 68. A score of 68 or higher is generally considered acceptable or better than average. Above 70 is good, and above 80 is excellent.
...
Time on task
The time it takes participants to complete each journey. Shorter times generally indicate better usability. This metric helps to measure efficiency.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
Success rate
[designer to define success for each journey]
[insert journey name]: this journey is considered successful when [specify].
[insert journey name]: this journey is considered successful when [specify].
[insert journey name]: this journey is considered successful when [specify].
[insert journey name]: this journey is considered successful when [specify].
[insert journey name]: this journey is considered successful when [specify].
Results
| Note |
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Delete this info panel, this is only for guidance. SUS score The average SUS score was [insert score], with [brief interpretation: e.g., this score falls within/above/below the industry benchmark]. Analysis: the SUS score reveals [positive/negative] aspects of user satisfaction, particularly related to [insert key findings]. Time on task The average time to complete key tasks was [insert time]. Analysis: tasks such as [task 1] took longer than anticipated due to [insert reason], indicating potential usability challenges. Success rate The overall success rate was [insert percentage]. This indicates that [insert percentage of participants] were able to successfully complete the core tasks without assistance. Analysis: certain tasks such as [specific task] had a lower success rate due to [insert reasons], while others were completed with high efficiency. |
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Core journey
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SUS score
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Time on task
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Success rate
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Comments
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[journey name]
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e.g. 60
...
1m 30s
...
%
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Brief key feedback or observation for this journey
...
[journey name]
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Brief key feedback or observation for this journey
...
[journey name]
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Brief key feedback or observation for this journey
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[journey name]
...
Brief key feedback or observation for this journey
...
[journey name]
...
Brief key feedback or observation for this journey
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[journey name]
...
Brief key feedback or observation for this journey
...
[journey name]
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Brief key feedback or observation for this journey
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Audu heavily relies on his POS terminal for business operations and tries his best to avoid using the mobile becuase of his limited experience with English and technology. He requires a high volume of assistance to perform actions he doesn’t perform daily for his business. He frustrated when he has to contact support for additional support his BRM is unable to provide because he doesn’t speak English. |
Uses mobile banking apps (GTBank, Access Bank) for daily transactions and a POS terminal for customer payments. Prefers platforms that offer quick, reliable transfers and clear transaction histories.
Chinedu heavily relies on his POS terminal for business operations and uses fintech apps to track transactions. He is often frustrated by network downtime with POS systems and values transparency in fees. Easy-to-read transaction reports and the ability to quickly reconcile daily sales are critical for his business.
Participant B | Temitope |
|---|---|
Age | 54 |
Occupation | Market trader / POS operator |
Tech savviness | Low |
Fintech usage | Uses mobile banking apps (GTBank) for personal daily transactions and a Baxi POS terminal for CICO operations at her business. I using Moniepoint Personal Banking application for the first time |
Primary devices | Android phone |
Key insights | Temitope needs simple, straightforward fintech solutions with minimal steps to complete transactions. Clear communication is essential for her as she is inclined to distrust many tech solutions and prefers that everything is spelt out clearly so she knows what decision to make. She asks a lot of questions and relies on feedback and notifications from the app. She also relies on familiar looking icons for decision making as she wears glasses and was unable read a lot of the text on screen but managed to stumble her way through using the familiar icons on screen. |
Uses mobile money apps like OPay and PalmPay for personal savings, transfers, and accepting payments from customers. Not particularly tech-savvy, but uses these services due to their ease of access and lower transaction fees compared to traditional banks.
Halima needs simple, straightforward fintech solutions with minimal steps to complete transactions. She values reliability, especially when receiving payments from customers. She finds features like SMS confirmations and immediate access to funds critical for trust in the service.
Participant C | Ifeoluwa |
|---|---|
Age | 27 |
Occupation | Software Engineer |
Tech savviness | High |
Fintech usage | Regularly interacts with multiple banking platforms for personal transactions. Uses apps from Stanbic IBTC, Opay, Piggyvest and Kuda Bank. |
Primary devices | Google Pixel 8 |
Key insights | Ifeoluwa prefers platforms that offer quick, reliable transfers and clear transaction histories. He likes to also know when a Bank’s network is offline and mentioned he particularly enjoys Opay user experience because of how intuitive it feels for him. He mentions that the Moniepoint app did not give him the same level of confidence as he spent time looking for a number of features on the app despite his familiarity with tech products and was unable to complete one of the tasks assigned to him (hide/show balance) |
Ifeoluwa requires fintech solutions that streamline business transactions and offer integration with accounting software. He values features like automated invoicing, bulk payments, and detailed reporting, but he finds it frustrating when banking platforms lack API integrations with their business software. Efficiency and robust security features are critical for business operations.
Participant D | Adaaku |
|---|---|
Age | - |
Occupation | Business owner |
Tech savviness | Low |
Fintech usage | She mainly uses the moniepoint app and POS for her business. She is also familiar with other banking apps that she has had to use over time, though her proficiency with them is still pretty low. |
Primary devices | Android phone |
Key insights | Adaaku struggled with nearly all the tasks given to her. For example, when given the instruction to upgrade her KYC account she was unable to, despite being a registered business owner on the app. She knew where to initiate POS views from, as well as send and receive money, and change her passcode. But that seemed to be the extent of her familiarity with the app as she required assistance for every other action she was asked complete on the app. |
Primarily uses personal banking apps like Kuda and ALAT for saving, budgeting, and personal transfers. Also utilises fintech apps for peer-to-peer transfers and mobile payments.
Amaka prefers fintech apps that offer budgeting tools and savings features. She values gamification and rewards systems, such as cashbacks and referral bonuses, to increase engagement. Her main frustration comes from long transaction processing times or unexpected app downtimes. Security and user-friendly onboarding are important factors for her trust in the app.
Participant D | Oga Sunny |
|---|---|
Age | - |
Occupation | - |
Tech savviness | Moderate |
Fintech usage | Oga sunny claims he’s familiar with banking app and digital systems as he’s been riunning his business for a while now. In the past, he’s used apps like Paga and currently uses Moniepoint to run his POS business, facilitating cash withdrawals, deposits, and transfers for customers. He also uses traditional banking apps for reconciling the daily balance. |
Primary devices | Iphone |
Key insights | Oga Sunny’s biggest concern during the tests was the challenge that Moniepoint’s decision to only allow save as you earn and promo balance cashout via the web app and not the mobile app as was previously available. He also mentioned he had asked for CAC registration a while ago and is still yet to receive feedback after weeks of waiting. This is particularly frustrating for him to deal with since there’s no way to currently track the progress of things for him on the app. He expressed he often finds himself feeling helpless because of the lack of updates, and the lack of awareness on why Moniepoint makes some of the decisions that they make when they change up settings (like with the promo balance problem) |
Recruitment process
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Delete this info panel, this is only for guidance.
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Recruitment channels included: walk-in complainants at the Moniepoint office, personal banking users recruited online and through the researcher’s network
Screeners were used to ensure participants met the following criteria:
regularly interact with banking apps
limited interaction with banking apps and technology products in general
current business owners with Moniepoint
current Moniepoint customers who do not speak English
Usability metrics and results
Success rate definition
| Note |
|---|
Delete this info panel, this is only for guidance. Post-test questionnaire: After completing the tasks, participants will be asked additional targeted questions to gather specific feedback on their experience. These questions will be presented BEFORE the SUS questionnaire, for example:
These questions will help uncover specific areas of concern or satisfaction that may not be fully captured by the SUS score alone. Success criteria:
Measurement:
|
SUS score
SUS is a standardised questionnaire used to measure the usability of a product, using a 10 questions 5-point scale to generate a score between 0 and 100, with higher indicating higher usability.
The average SUS score is typically 68. A score of 68 or higher is generally considered acceptable or better than average. Above 70 is good, and above 80 is excellent.
...
Time on task
The time it takes participants to complete each journey. Shorter times generally indicate better usability. This metric helps to measure efficiency.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
Success rate
[designer to define success for each journey]
[insert journey name]: this journey is considered successful when [specify].
[insert journey name]: this journey is considered successful when [specify].
[insert journey name]: this journey is considered successful when [specify].
[insert journey name]: this journey is considered successful when [specify].
[insert journey name]: this journey is considered successful when [specify].
Results
| Note |
|---|
Delete this info panel, this is only for guidance. SUS score The average SUS score was [insert score], with [brief interpretation: e.g., this score falls within/above/below the industry benchmark]. Analysis: the SUS score reveals [positive/negative] aspects of user satisfaction, particularly related to [insert key findings]. Time on task The average time to complete key tasks was [insert time]. Analysis: tasks such as [task 1] took longer than anticipated due to [insert reason], indicating potential usability challenges. Success rate The overall success rate was [insert percentage]. This indicates that [insert percentage of participants] were able to successfully complete the core tasks without assistance. Analysis: certain tasks such as [specific task] had a lower success rate due to [insert reasons], while others were completed with high efficiency. |
An overall SUS score was calculated as the questionnaire was issued after all the tasks were completed by each test participant. These are the results:
Business Banking App SUS score: 34.5
Personal Banking App SUS score: 37.5
Core journey | Time on task | Success rate | Comments |
|---|---|---|---|
Check status of all accounts that are attached to the user | 12s | 100% | |
View balances | 7s | 100% | |
View transaction history | 8s | 100% | |
Initiate a funds transfer operation | 15s | 100% | |
Initiate a bill payment initiation | 9s | 100% | |
Initiate card management flow | 26s | 100% | |
Initiate savings product flow | 33s | 100% | |
View and initiate KYC level upgrade | 47s | 60% | |
Initiate POS product flow | 10s | 100% | Most BOs were familiar with this |
Copy account number to add money to the account | 12s | 100% | All users were able to complete this task effectively |
Edit App settings | 44s | 60% | |
Change password / passcode | 1m 48s | 80% | |
Hide and Reveal Bank Balance | 56s | 10% | Only one user managed to complete this task successfully, and she spent nearly a full minute on the task before she found it. Others gave up after searching with no progress. |
Change between account number and phone number | 37s | 20% | Only two people completed this. And that was because they had spotted the action previously while looking around the settings. |
Edit transaction limit, View account limit | 43s | 60s |
Post-test qualitative questionnaire feedback
Participants provided additional insights through open-ended post-test questions:
Common pain points | List any recurring issues, frustrations, or confusion that participants mentioned. | ||
|---|---|---|---|
Positive feedback | Summarise any positive comments about the product or specific features. | User suggestions | Insert suggestions for improvement or areas where users struggled but offered solutionsSome users mentioned they liked the way the app looked. |
Recommendations for improvement
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