Introduction
Objective
The document outlines the team's results during Markup usability testing. The objective of the testing was to assess our customers' acceptance of receiving funds in their accounts, test their understanding of product names, identify preferences, and recognise potential usability issues.
Scope
The test focused on the loan application process, product selection, application completion, understanding of weekly sales volume messages, and change offer functionality.
Participants
96 participants were recruited for the usability testing for our moderated and unmoderated tests; however, 27 users completed both the unmoderated tests and the moderated test.
Methodology
We employed moderated and Useberry for our unmoderated test. Participants were asked to complete a series of tasks while their interactions were observed.
Detailed Findings
Task and scenarios
Participation Criteria: Have you ever taken a loan (working capital or overdraft) from Moniepoint?
...
Objective: To identify if participants know the meaning of Ethical Financing
Participants
Total participants: 22 Participants
Ratio
Understood Ethical Financing: 8:22
Didn’t understand Ethical Financing: 14:22
Key Findings
Summary of results
Overall, the participants found the platform relatively easy to navigate but encountered challenges in understanding specific concepts and finding certain features.
Positive Feedback
Intuitive navigation
Quick task completion for product selection
Issues Identified
Difficulty understanding the “Markup Concept.”
Confusion about “Ethical financing”
Unclear visibility of the “Request to adjust this offer” button.
Recommendation
Based on the feedback and findings, the following recommendations are for improving the design.
Make the “No-interest banner" more prominent.Avoid terms like “Ethical financing” in any marketing content and copy.
Simplify and clearly explain the benefit of Markup in more detail.Ensure the timer on weekly sales volume is obvious.Simplify and highlight the “Request to adjust this offer.”Makes changes to this offer”.
Most participants understood “Markup” over “profit-sharing” because they misunderstood the idea that if we are sharing profit, we should also share losses. (Case in point: Ladani Daneji and Maru Gbadamosi)
Simplify total estimated repayment card.Simplify how the markup rate was derived and calculated to eliminate the misconception that the markup rate, insurance rate, and service rate are disguised interest rates ( Include info icon)Change the copy of “Weekly Sales Volume”.
Others
Train salesforce on what Markup is and what markup isn’t.
Create user guides (documents and video) in multiple languages (Hausa especially).