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Core journey | SUS score | Time on task | Success rate | Comments | ||
|---|---|---|---|---|---|---|
Onboarding After Receiving Activation Link | 75 | 10m09m 24s | % | Brief key feedback or observation for this journey70% | Drop off from API failure (BVN validation) | |
Onboarding a Business Owner (A major part of why they use the platform, to onboard businesses) | 42.5 | 10m | Brief key feedback or observation for this journey04m 17s | 85% | ||
Selling and Assigning Cards to Business Owners and Customers | 90 | 10m | Brief key feedback or observation for this journey04m 08s | 79.5% | Experience can be better | |
Monitoring Business Owners Performance and Placing PND on Non-performing Business Owners | 50 | 09m Brief key feedback or observation for this journey13s | 75% | There are metrics they want displayed on the table shown | ||
Taking Courses via Dashboard | 100 | 01m 12s | Brief key feedback or observation for this journey100% | |||
Ability to Cash Out Commissions | 80 | 0m 34s | Brief key feedback or observation for this journey100% | |||
Initiating the Onboarding Process of a BRM | 90 | 10m | Brief key feedback or observation for this journey90% | |||
Monitoring BRM/PRM Performance and Placing PND on Non-performing BRMs/PRMs | 57.5 | 03m 08s | 89% | There are metrics they want displayed on the table shown | ||
Ability to Cash Out Commissions | 60 | 01m 29s | 100% | |||
Selling Cards to BRMs | 57.5 | 03m 34s | 68% | |||
Assigning POS to BRMs | 73.5 | 05m 57s | 56% |
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:
Was there anything confusing or frustrating about the sign-up process?
How easy or difficult did you find the sign-up process?
Did you encounter any difficulties in reading or understanding the text or labels during the tasks?
Were there any features or elements that stood out as particularly helpful or problematic?
Did you experience any challenges with the colour scheme or visual elements?
Do you have any additional comments or suggestions for improving this experience?
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Participants provided additional insights through open-ended post-test questions:
Common pain points | List any recurring issues, frustrations, or confusion that participants mentionedCertain data they need to be able to be more productive isn’t being displayed and low internet bandwidth won’t load pages properly. |
|---|---|
Positive feedback | Summarise any positive comments about the product or specific featuresSome features such as cashout and placing PND are easier to navigate. |
User suggestions | Insert suggestions for improvement or areas where users struggled but offered solutionsData required should be displayed and optimize performance of the platform. |
Recommendations for improvement
Based on the test findings, the following recommendations are proposed to improve the product’s usability:
Design changes
[Task/feature]: revise [UI component, workflow, etc.] to streamline the user journey and reduce time on task.
[Task/feature]: clarify instructions on [specific screen/interaction] to improve success rates.
Quick wins
Minor adjustments to [insert feature or task] that can be implemented without major development effortRemove the claim profile screen upon login for PRMs, as it is irrelevant to their partner type.
Change the landing screen for SPOs, replacing the Loans section with a more relevant option for their role.
Implement a unified user interface for SCs and SPOs to eliminate the use of the Legacy UI.
Revise and rename features on the PRMs dashboard to reflect their specific roles and responsibilities.
Update dashboard terminology to better align with partner roles, such as replacing "Add Aggregator" with "Add BRM/PRM."
Quick wins
Reevaluate the success and failure screen messages to ensure they clearly communicate the intended message and remove any unnecessary screens.
Long-term recommendations
Streamline the approval stages involved in onboarding BRMs/PRMs to improve efficiency.
Consider a more comprehensive redesign of [specific user journey], especially focusing on [insert issue]using a different provider for liveness and face verification, as the current provider, Metamap, requires users to turn their heads during the process.
Conclusion
Summary
The usability test revealed indicated 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 Sales Network Tools effectively support partners in managing their networks, several pain points need attention. These include lengthy processes, such as onboarding business owners, approval flows for BRM/PRM onboarding, concerns about the visibility of network performance, and frequent downtimes during critical tasks. Addressing these challenges will lead to significant improvements in the overall user experience.
Next Steps
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