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Test plan | https://docs.google.com/document/d/1bimOGb3iRgPprkGI5Ns8ps7tq3ffO2dMJEzbnJGht_g/edit?usp=sharing |
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Core user journeys
Personal savings
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Persona
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Core journey
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Rationale
Business Savings
Persona | Core journey | Rationale |
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Test environment
Interactive figma prototypes of the product was the product was tested on mobile and desktop devices in a remote and unmoderated setting. However testers had the liberty to ask questions when required.
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Core journey | Tasks |
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Create savings plan | A user with interest of creating a flexible savings plan, has to navigate to savings sections, select a flexible savings type, Enter details of savings, review terms and condition and then create plan. |
Top-up savings plan | A user with interest of creating toping up into a locked savings plan, has to navigate to savings sections, select a locked savings , Enter details of savings, review terms and condition and then create planplan, click on top-up and enter amount, enter transaction pin and confirm. |
Withdraw on maturity | A user with interest of creating withdrawing from a fixed matured savings plan, has to navigate to savings sections, select a fixed matured savings , Enter details of savings, review terms and condition and then create planplan, click on withdraw and enter amount, enter transaction pin and confirm. |
Rollover savings plan | A user with interest of toping up rolling over a matured savings plan, has to navigate to savings sections, select matured savings plan, click on topup and enter amountrollover, enter transaction pin and confirm. |
Break savings plan | A user with interest of withdrawing from breaking a savings plan, has to navigate to savings sections, select savings plan, click on withdraw and enter amountbreak savings, enter transaction pin and confirm. |
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Number of participants |
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Demographics |
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Selection criteria |
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The time it takes participants to complete each journey. Shorter times generally indicate better usability. This metric helps to measure efficiency.Personal savings
Create flexible savings: Users are expected to complete this journey within 3 minutes.
Create locked savings: Users are expected to complete this journey within 3 minutes.
Create fixed savings: Users are expected to complete this journey within 2 minutes.
Break savings plan: Users are expected to complete this journey within 2 minutes.Cancel savings plan: Users are expected to complete this journey within 2 minutes.
Top up savings: Users are expected to complete this journey within 2 minutes.
Withdraw from savings: Users are expected to complete this journey within 2 minutes.Manage savings: Users are expected to complete this journey within 2 minutes.
Rollover savings: Users are expected to complete this journey within 2 minutes.
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Create flexible savings: Users are expected to complete this journey within 3 minutes.
Create locked savings: Users are expected to complete this journey within 3 minutes.
Create fixed savings: Users are expected to complete this journey within 2 minutes.
Break savings plan: Users are expected to complete this journey within 2 minutes.
Cancel savings plan: Users are expected to complete this journey within 2 minutes.
Top up savings: Users are expected to complete this journey within 2 minutes.
Withdraw from savings: Users are expected to complete this journey within 2 minutes.
Manage savings: Users are expected to complete this journey within 2 minutes.
Rollover savings: Users are expected to complete this journey within 2 minutes.
Create SAYT plan: Users are expected to complete this journey within 2 minutes.
Pause SAYT plan: Users are expected to complete this journey within 1 minutes.
Change SAYT withdrawal frequency: Users are expected to complete this journey within 1 minutes.
Withdraw from SAYT savings: Users are expected to complete this journey within 2 minutes.
Success rate
Personal savings
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Create flexible savings: this journey is considered successful when customer is able to create the savings plan within 3 minutes with a success rate of 68% and above.
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Create locked savings: this journey is considered successful when customer is able to create the savings plan within 3 minutes with a success rate of 68% and above.
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Create fixed savings: this journey is considered successful when customer is able to create the savings plan within 2 minutes with a success rate of 68% and above.
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Break savings plan: this journey is considered successful when customer is able to break the savings plan within 2 minutes with a success rate of 68% and above.
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Cancel savings plan: this journey is considered successful when customer is able to cancel the savings plan within 2 minutes with a success rate of 68% and above.
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rate
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Withdraw from savings: this journey is considered successful customer is able to withdraw from the savings plan within 2 minutes with a success rate of 68% and above.
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Manage savings: this journey is considered successful when customer is able to manage the savings plan within 2 minutes with a success rate of 68% and above.
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Rollover savings: this journey is considered successful when customer is able to rollover the savings plan within 2 minutes with a success rate of 68% and above.
Business savings
Create flexible savings: this journey is considered successful when customer is able to create the savings plan within 3 minutes with a success rate of 68% and above.
Create locked savings: this journey is considered successful when customer is able to create the savings plan within 3 minutes with a success rate of 68% and above.
Create fixed savings: this journey is considered successful when customer is able to create the savings plan within 2 minutes with a success rate of 68% and above.
Break savings plan: this journey is considered successful when customer is able to break the savings plan within 2 minutes with a success rate of 68% and above.
Cancel savings plan: this journey is considered successful when customer is able to cancel the savings plan within 2 minutes with a success rate of 68% and above.
Top up savings: this journey is considered successful when customer is able to top-up the savings plan within 2 minutes with a success rate of 68% and above.
Withdraw from savings: this journey is considered successful customer is able to withdraw from the savings plan within 2 minutes with a success rate of 68% and above.Manage savings: this journey is considered successful when customer is able to manage the savings plan within 2 minutes with a success rate of 68% and above.
Rollover savings: this journey is considered successful when customer is able to rollover the savings plan within 2 minutes with a success rate of 68% and above.
Create SAYT plan: this journey is considered successful when customer is able to create the savings plan within 2 minutes with a success rate of 68% and above.
Pause SAYT plan: this journey is considered successful when customer is able to rollover the savings plan within 1 minute with a success rate of 68% and above.
Change SAYT withdrawal frequency: this journey is considered successful when customer is able to change withdrawal frequency of the savings plan within 1 minutes with a success rate of 68% and above.
Withdraw from SAYT savings: this journey is considered successful when customer is able to withdraw from the savings plan within 2 minutes with a success rate of 68% and above.
ResultsPersonal savings
Core journey
SUS score
Time on task
Success rate
Comments
Rollover savings
70
1m 35.6s
75%
Flow looking straightforward and easy for users based on feedback
Create fixed savings
78
1m 51.4s
83%
Journey seems smooth, no negative feedback
Create locked savings
72.9
5m 18.1s
75%
Journey was smooth, but the time on task can be improved
Break savings plan
77.1
1m 39.7s
100%
Journey seems smooth, no negative feedback
Create flexible savings
75.8
102m 32.7s
71%
Some testers were stuck at some point during the test, leading to them spending too much time to eventually achieve the flow
Cancel savings plan
85.5
1m 26.9s
100%
Journey was easy for users, no negative feedbackCore journey | SUS score | Time on task | Success rate | Comments | ||||
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Rollover savings | 72 | 2m 57.4s | 83% | Journey seems easy to understand by users.|||||
Create fixed savings | 70.3 | Result was skewed by a user that spent too much time answering SUS questionnaire. | ||||||
Create locked savings | 71.3 | 3m 25.1s | 60% | 40% of participant dropped off during prototype test | ||||
Create flexible savings | 69.7 | 37m 20.8s | 60% | 33% of participant dropped off during prototype test | ||||
Break savings plan | 70.7 | 70% | The average time spent on the journey is a lot, a place to improve | Cancel savings plan | 76.3 | The low success rate may be attributed lots of drop-off at different points during the test. | ||
Top up savings | 78.5 | 1m 29.3s | 71% | flow was simple and straightforward based on feedback | Withdraw from savings | 67.1 | High success rate, but SUS score suggests journey can be improved | Manage savings | 75.5 | The high success rate and SUS score suggests journey was easy and straightforward for users to achieve their goals |
Business savings
Top up |
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78.1
2m 1.9s
100%
Journey was easy for users, no negative feedback
Withdraw from fixed savings
84.2
1m 30.6s
67%
Journey seems smooths, drop offs at the start and prototype sections highly skewed the results for the success rate
savings |
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78.8
1m 12.1s
86%
Withdraw from |
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72.9
3m 59.3s
75%
Journey was easy for users, no negative feedback
savings |
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77.5
1m 23.2s
Journey was easy for users, no negative feedback
Create SAYT plan
76.4
2m 34.7s
78%
Journey was easy for users, no negative feedback
Pause SAYT plan
72.5
32m 46.3s
75%
A tester was stuck at the over section during the test, leading to them spending too much time to eventually complete the flow
Change SAYT withdrawal frequency
67.1
1m 56.0s
100%
The poor SUS score indicates the journey needs to be improved
Withdraw from SAYT savings
85.5
1m 28.2s
56%
The low success rate stems from high drop off rate after the instructions section of this test
Post-test qualitative questionnaire feedback
Participants provided additional insights through open-ended post-test questions:
Common pain points | ||
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Positive feedback | Some participants talked about how short the journeys are, they can create a savings plan very quickly, top up and withdraw from a plan quickly. | |
User suggestions | A suggestion that stands out was the use of better “copy” to convey messages clearer
Recommendations for improvement
Based on the test findings, the following recommendations are proposed to improve the product’s usability:
Design changes
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Overall look and feel of the product needs to be improved to give the product better aesthetics which influences customer decision while using the product.
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Quick wins
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Long-term recommendations
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Conclusion
Summary
The usability test revealed that while the product performs adequately in most areas, there are specific pain points related to savings plan creation journey and copy used in overall in the product. By focusing on these areas, we can significantly improve the user experience.
Next StepsThe design team will implement the recommended changes and prepare for a follow-up usability test to measure improvements in SUS, time on task, and success rate.