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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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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.
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rate
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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 | ||||||||||
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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
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Core journey
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SUS score
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Time on task
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Success rate
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Comments
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Rollover savings
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70
1m 35.6s
75%
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Flow looking straightforward and easy for users based on feedback
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Create fixed savings
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78
1m 51.4s
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83%
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Journey seems smooth, no negative feedback
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Create locked savings
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72.9
5m 18.1s
75%
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Journey was smooth, but the time on task can be improved
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Break savings plan
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77.1
1m 39.7s
100%
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Journey seems smooth, no negative feedback
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Create flexible savings
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75.8
102m 32.7s
71%
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Some testers were stuck at some point during the test, leading to them spending too much time to eventually achieve the flow
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Cancel savings plan
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85.5
1m 26.9s
100%
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Journey was easy for users, no negative feedback
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Top up savings
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78.1
2m 1.9s
100%
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Journey was easy for users, no negative feedback
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Withdraw from fixed savings
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84.2
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1m 30.6s
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67%
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Journey seems smooths, drop offs at the start and prototype sections highly skewed the results for the success rate
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Withdraw from locked savings
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78.8
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1m 12.1s
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86%
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Flow looking straightforward and easy for users based on feedback
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Withdraw from flexible savings
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72.9
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3m 59.3s
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75%
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Journey was easy for users, no negative feedback
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Manage savings
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77.5
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1m 23.2s
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100%
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Journey was easy for users, no negative feedback
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Create SAYT plan
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76.4
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2m 34.7s
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78%
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Journey was easy for users, no negative feedback
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Pause SAYT plan
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72.5
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32m 46.3s
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75%
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A tester was stuck at the over section during the test, leading to them spending too much time to eventually complete the flow
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Change SAYT withdrawal frequency
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67.1
1m 56.0s
100%
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The poor SUS score indicates the journey needs to be improved
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Withdraw from SAYT savings
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85.5
1m 28.2s
56%
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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 | Some participants complained about difficulty finding some buttons, especially when it come to breaking or canceling a savings plan.||
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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
Consider a more comprehensive redesign of the create savings plan journey, especially focusing on reducing the number of steps needed to create a savings plan.
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.