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Document summary Insert brief summary here
This document outlines the efforts undertaken and results obtained in verifying the usability of core user journeys within the Moniepoint transfer feature.
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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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 | 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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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 terminalTest plan |
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Core user journeys
Persona | Core journey | Rationale |
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Adebayo (35y/o) | Initiating a transfer to new recipient | This journey represents 90% of transfers, making it critical for user satisfaction and app utility. It was selected based on comprehensive analysis of user behavior data. |
Emeka (40y/o) | Sending money to a saved beneficiary | While less common than new recipient transfers, this journey is important for understanding how the app supports repeated transactions and user convenience |
Chinwe (28 y/o) | Setting up a recurring transfer | This journey is crucial for users who need to make regular payments. It was chosen to evaluate the app's ability to handle more complex, long-term transfer setups. |
Fatima (32y/o) | Managing/deleting a recurring transfer | Essential for providing users control over their automated transfers. It was selected to assess the flexibility and user-friendliness of the recurring transfer feature |
Oluwaseun (45y/o) | Reviewing transfer history/downloading statements | Critical for user trust and financial management. It was chosen to evaluate the app's transparency and ability to provide clear transaction records. |
Amina (38y/o) | Performing bulk transfer to multiple recipients | Important for business users who need to make multiple payments efficiently. It was selected to assess the app's capability to handle complex, multi-recipient transfers |
Test environment
The initial plan was to conduct moderated tests using a live testing account.
However, due to geographical constraints, this approach would have limited our participants to users from only one of the 36 states.
To overcome this limitation, we opted for unmoderated, remote testing using mobile interactive prototypes accessible on both mobile devices and web browsers. This method allowed for broader geographical coverage and more diverse participant inclusion. Upon completing each core journey test, participants were asked to answer a series of questions and indicate their satisfaction level, providing valuable quantitative and qualitative feedback.
Tasks
Core journey | Tasks |
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[journey name] | |
[journey name] | |
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Participant D | Amaka |
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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 DE | Babatunde |
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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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Participants were selected based on specific demographic criteria to ensure representation of the target audience.
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Recruitment channels included [insert recruitment methods: online panels, customer database, etc.].
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Usability metrics and results
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