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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.
The purpose of this usability test is to establish a usability benchmark for the product, which will serve as a foundation for future improvements.
Success metrics
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 |
Test plan | Attach the original test plan for reference - insert linkTest plan |
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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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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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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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Sending money to a new recipient | Imagine you're a small business owner who needs to pay a new supplier for the first time. You need to transfer ₦150,000 to the supplier's account using the Moniepoint app. Your task is to log into the app and complete this transfer. Please narrate your thoughts and actions as you go through the process |
Sending money to a saved beneficiary | Imagine you're a freelancer who needs to pay your regular graphic designer for their latest work. You've paid them before and they're saved as a beneficiary in your Moniepoint app. You need to transfer ₦75,000 to their account. Your task is to log into the app and complete this transfer to your saved beneficiary. Please narrate your thoughts and actions as you go through the process. |
Setting up a recurring transfer | Imagine you are just started using Moniepoint for your banking needs. You want to set up a monthly transfer of ₦50,000 to your parents' joint account to help with their living expenses, for the 28th of every month. You also want to ensure you can easily modify or cancel this recurring transfer if needed. Your task is to log into the app and set up this recurring transfer. Please narrate your thoughts and actions as you go through the process. |
Managing/deleting a recurring transfer | Imagine you set up a recurring monthly transfer of ₦50,000 to your savings account six months ago. Now, you want to increase the amount to ₦75,000 and extend the duration for an additional 6 months. After making these changes, you then decide to cancel the recurring transfer entirely. Your task is to log into the app, modify the existing recurring transfer, and then cancel it. Please narrate your thoughts and actions as you go through the process. |
Performing bulk transfers to multiple recipients | Imagine you are the finance manager of a medium-sized company. It's the end of the month, and you need to process salary payments for 50 employees. You've been using Moniepoint's webapp for business transactions and want to use the bulk transfer feature to streamline this process. Your tasks are to:
Please narrate your thoughts and actions as you go through each task. |
Reviewing transfer history/downloading statements | Imagine you're preparing your monthly financial report and need to review your transfer history for the past month. You also need to download a statement of your account for the same period. Your task is to log into the app, review your transfer history for the past month, find a specific transfer of ₦200,000 made two weeks ago, and then download your account statement for the month. Please narrate your thoughts and actions as you go through the process. |
Participants
Participant information
Number of participants | 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. |
Selection criteria | Describe the criteria used for selecting participants. Were they existing users, new users, or a mix of both? |
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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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[insert text here]
Usability metrics and results
Success rate definition
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Delete this info panel, this is only for guidance. Success criteria:
Measurement:
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Core journey | SUS score | Time on task | Success rate | Comments |
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[journey name] | e.g. 60 | 1m 30s | % | Brief key feedback or observation for this journey |
[journey name] | Brief key feedback or observation for this journey | |||
[journey name] | Brief key feedback or observation for this journey | |||
[journey name] | Brief key feedback or observation for this journey | |||
[journey name] | Brief key feedback or observation for this journey | |||
[journey name] | Brief key feedback or observation for this journey | |||
[journey name] | Brief key feedback or observation for this journey |
Post-test qualitative questionnaire feedback
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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. |
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Common pain points | List any recurring issues, frustrations, or confusion that participants mentioned. |
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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 solutions. |
Recommendations for improvement
Based on the test findings, the following recommendations are proposed to improve the product’s usability:
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Consider a more comprehensive redesign of [specific user journey], especially focusing on [insert issue].
Conclusion
Summary
The usability test revealed that while the product performs adequately in most areas, there are specific pain points related to [specific feature]. By focusing on these areas, we can significantly improve the user experience.
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