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Core journey | Tasks |
|---|---|
Create flexible savings | A user with interest of creating a flexible savings plan, has to navigate to savings sections, select a flexible savings, Enter details of savings, review terms and condition and then create plan. |
Create locked savings | A user with interest of creating 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 plan. |
Create fixed savings | A user with interest of creating a fixed savings plan, has to navigate to savings sections, select a fixed savings, Enter details of savings, review terms and condition and then create plan. |
Topup savings | A user with interest of toping up a savings plan, has to navigate to savings sections, select savings plan, click on topup and enter amount, enter transaction pin and confirm. |
Withdraw from savings | A user with interest of withdrawing from a savings plan, has to navigate to savings sections, select savings plan, click on withdraw and enter amount, enter transaction pin and confirm. |
Manage savings | A user with interest of adjusting a savings plan, has to navigate to savings sections, select savings plan, click on manage and update plan and confirm. |
Rollover savings | A user with interest of rolling over their savings has to navigate to the saving section, select savings plan, clicks on continue saving, selects partial or full rollover, updates target date and target amount and updates plan, then confirm. |
Cancel flexible savings | A user with interest of cancelling a flexible savings plan, has to navigate to savings sections, select savings plan, click on the kebab menu, click on cancel flexible plan, enter transaction pin and confirm. |
Break Savings | A user with interest of breaking a savings plan, has to navigate to savings sections, select savings plan, click on the kebab menu, click on break savings, select reason of breakage, enter transaction pin and confirm. |
Create SAYT | A user with interest of creating a save as you transact savings plan, has to navigate to savings sections, select SAYT savings, Enter details of savings, review terms and condition and then create plan. |
Withdraw from SAYT | A user with interest of withdrawing from SAYT plan, has to navigate to savings sections, select savings plan, click on withdraw, enter transaction pin and confirm. |
Manage SAYT | A user with interest of adjusting a SAYT plan, has to navigate to savings sections, select savings plan, click on settings button, update plan and confirm. |
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Participant D | Hussien |
|---|---|
Age | 29 |
Occupation | Graphic Designer, Lagos |
Tech savviness | High |
Fintech usage | Primarily uses personal banking apps like Kuda and ALAT for Gtbank saving, budgeting, and personal transfers. Also utilises fintech apps for peer-to-peer transfers and mobile payments. |
Primary devices | Android phone |
Key insights | He diligently saves 30-40% of his salary monthly, locking money away for long-term goals like house rent, internet, and airtime for the year, while also participating in a monthly and weekly "Ajo" contribution, where he prefers to be the last to receive funds, invests in his mother's business with no interest, leaves a portion of his salary for emergencies, and is interested in low-risk investments and the Nigerian stock market, as well as FX if the market stabilizes. |
Participant E | Hafsat |
|---|---|
Age | 24, Abuja |
Occupation | Student/Works |
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 balancePrimarily uses personal banking apps like Zenith saving, budgeting, and personal transfers. |
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 feesShe participated in a year-long contribution with 12 fellow corpers to buy a phone, faced payment delays, doesn’t invest or save in FX, borrows from friends and repays fully, works a salaried job, saves part of her salary in Jaiz Bank (restricted for discipline), invests in gold, and her mother saves through AMANA for Salah; she’s interested in earning profit from savings. |
Participant F | Michael |
|---|---|
Age | 38, Port-Harcourt |
Occupation | Banker |
Tech savviness | Moderate |
Fintech usage | Primarily uses personal banking apps like Gtbank saving, budgeting, and personal transfers. and utilizes fintech apps like carbon for savings. |
Primary devices | Android phone |
Key insights | The user works a salaried job, saves monthly on the Carbon app toward a house and for emergencies, liquidates savings for urgent needs, has a joint savings account with his wife at FirstBank for emergencies, but faces issues with Carbon's lack of account statement downloads and joint account options with interest. |
Recruitment process
For a savings product usability test, the recruitment process typically involved the following steps:
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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
Create flexible 2 minutes.
Success rate
Personal 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 is of 68% and above 68%.
Create locked fixed savings: this journey is considered successful when customer is able to create the savings plan within 2 minutes with a success rate is of 68% and above 68%.Create fixed
Break savings plan: this journey is considered successful when customer is able to break the savings plan within 2 minutes with a success rate is of 68% and above 68%.Break
Cancel savings plan: this journey is considered successful when customer is able to cancel the savings plan within 2 minutes with a success rate is of 68% and above 68%.Cancel
Top up savings plan: this journey is considered successful when customer is able to top-up the savings plan within 2 minutes with a success rate is of 68% and above 68%.Top up
Withdraw from savings: this journey is considered successful when success rate is above 68%Withdraw from 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 is of 68% and above 68%.Manage
Rollover savings: this journey is considered successful when customer is able to rollover the savings plan within 2 minutes with a success rate is above 68%Rollover of 68% and above.
Business savings
Create flexible savings: this journey is considered successful when success rate is above 68%
Business savings
Create flexible 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 is of 68% and above 68%.
Create locked fixed savings: this journey is considered successful when customer is able to create the savings plan within 2 minutes with a success rate is of 68% and above 68%.Create fixed
Break savings plan: this journey is considered successful when success rate is above 68%Break 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 is of 68% and above 68%.Cancel
Top up savings plan: this journey is considered successful when customer is able to top-up the savings plan within 2 minutes with a success rate is of 68% and above 68%.Top up
Withdraw from savings: this journey is considered successful when success rate is above 68%Withdraw from savings: this journey is considered successful when success rate is above 68%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 is of 68% and above 68%.
Rollover savings: this journey is considered successful when customer is able to rollover the savings plan within 2 minutes with a success rate is of 68% and above 68%.
Create SAYT plan: this journey is considered successful when success rate is above 68%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 is of 68% and above 68%.
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 is of 68% and above 68%.
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 is of 68% and above 68%.
Results
Personal savings
Core journey | SUS score | Time on task | Success rate | Comments |
|---|---|---|---|---|
Rollover savings | 72 | 2m 57.4s | 83% | Journey seems easy to understand by users. |
Create fixed savings | 70.3 | 382m 56.5s | 71% | 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 | 5m 15.2s | 70% | The average time spent on the journey is a lot, a place to improve |
Cancel savings plan | 76.3 | 2m 45.3s | 60% | 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 | 2m 39.8s | 88% | High success rate, but SUS score suggests journey can be improved |
Manage savings | 75.5 | 2m 7.3s | 83% | The high success rate and SUS score suggests journey was easy and straightforward for users to achieve their goals |
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