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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 | 60s60% |
Post-test qualitative questionnaire feedback
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