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Document summary
Insert brief summary here.
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SUS score
Time on task
Success rate
Test plan
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Test plan
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Attach the original test plan for reference - insert link
Core user journeys
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Core user journeys
Persona | Core journey | Rationale |
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A tech business owner that collects payment on via their mobile app | Funds withdrawal from wallet | This journey was selected because Merchants frequently withdraw funds settled to their wallet. |
Business owner who runs an online academy, they allow potential students to pay for their courses online | Web Checkout using Card and Transfer | Checkout is one of our primary products this allows merchant to give their customers the ability to make payment online or in-app using different payment methods |
An operations manager whose job is to ensure that online payments are always available for their customers | Create and activate Monnify account | This journey is crucial because a smooth onboarding process increases user conversions and can turn new users into long-term customers. |
An operations lead that ensures all customer transactions are accounted for weather failed or completed transactions | Transactions Search | An efficient transaction search helps merchants quickly resolve customer issues, making it easier to locate missing transactions and maintain customer satisfaction. |
Test environment
The test was unmoderated and it was , done using an interactive prototype, and was performed on the web.
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. |
[insert text here]
All tasks are assigned to the core journeys
Core journey | Tasks |
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Funds withdrawal from wallet | You have been settled for transactions collected via online payment. How would you withdraw those funds from your wallet? |
Web Checkout using Card | You just finished selecting the sofa you want from the Furniro online store, and it's time to check out and make a payment using your card. How would you pay using your bank card? |
Web Checkout using Transfer | You just finished selecting the sofa you want from the Furniro online store, and it's time to check out and make a payment using your transfer. How would you pay using you Transfer payment method? |
Create and activate Monnify account | You are a business owner and about to launch your online store, but you need a payment gateway. You have decided to go with Monnify. You are required to create your Monnify account. |
Transactions Search | As a business owner, you need to search for a transaction made by a customer. You are required to search for a failed transaction, with a reference number, payment method as Card and amount is 25,000 naira. How would you do it? |
Participants
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Participant D | 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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Delete this info panel, this is only for guidance.
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[insert text here]Some Participants were recruited through Monnify sales teams, and I cold texted potential Monnify users who fit the participant's profile
Business Owners
Tech entrepreneurs
Operations Managers
Familiar with online payments
Tech Savy
Usability metrics and results
Success rate definition
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Delete this info panel, this is only for guidance.
Success criteria:
A task is considered successful if the participant completes it as intended within the defined parameters, without assistance, and within a reasonable time frame.
Define clear success criteria for each task, such as reaching a specific page, completing a transaction, or filling out a form correctly.
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Success rate will be calculated as the percentage of participants who successfully complete each task according to the predefined criteria.
SUS score
SUS is a standardised questionnaire used to measure the usability of a product, using a 10 questions 5-point scale to generate a score between 0 and 100, with higher indicating higher usability.
The average SUS score is typically 68. A score of 68 or higher is generally considered acceptable or better than average. Above 70 is good, and above 80 is excellent.
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Time on task
The shorter the time it takes participants to complete each journey. Shorter times generally indicate better usability. This metric helps to measure efficiency.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
[insert journey name]: users should/are expected to complete this journey within X minutes.
task reflects better experience and efficiency. Since there are not time of task benchmarks set we will use an average for each ask
Success rate
[designer to define success for each journey]
[insert journey name]Funds withdrawal from wallet: this journey is considered successful when [specify].
[insert journey name]: this journey is considered successful when [specify].
[insert journey name]funds withdrawal is successful
Web Checkout using Card and Transfer: this journey is considered successful when [specify].[insert journey name]the user successfully makes payment on the check using the selected payment method.
Create and activate Monnify account: this journey is considered successful when [specify].[insert journey name]the user successfully creates a Monnify account and then successfully submits all requirements to activate the account.
Transactions Search: this journey is considered successful when [specify].
Results
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Delete this info panel, this is only for guidance.
SUS score
The average SUS score was [insert score], with [brief interpretation: e.g., this score falls within/above/below the industry benchmark].
Analysis: the SUS score reveals [positive/negative] aspects of user satisfaction, particularly related to [insert key findings].
Time on task
The average time to complete key tasks was [insert time].
Analysis: tasks such as [task 1] took longer than anticipated due to [insert reason], indicating potential usability challenges.
Success rate
The overall success rate was [insert percentage]. This indicates that [insert percentage of participants] were able to successfully complete the core tasks without assistance.
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the user searches for a transition with search criteria (failed transaction, with a reference number, payment method as Card, and amount is 25,000 naira)
Results
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. |
Funds withdrawal from wallet | 85.9 | 31.42s | 67% | |
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Web Checkout using Card | 96.7 | 32.8s | 89% | |
Web Checkout using Transfer | 96.7 | 57.42 | 88% | |
Create a Monnify Account | 91.9 | 37.7s | 83% | |
Activate Monnify account | 91.9 | 3m 39.0s | 60% | |
Transactions Search | 95 | 35.3s | 67% |
Post-test qualitative questionnaire feedback
Participants provided additional insights through open-ended post-test questions:
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.
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Positive feedback |
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User suggestions |
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 effortThe input field should be revised and it looks too big which makes forms look to long and bulky
Quick wins
Change to be made to the header text in the withdraw form, currently Transfer details, should be changed to Withdrawal details. Change should be made to the CTA in the form, correct Make a transfer should be Withdraw.
Long-term recommendations
Consider a more comprehensive redesign of [specific user journey], especially focusing on [insert issue]A total redesign of the application is needed as some of the UI components are defected or don't meet industry standards. During this process, more usability tests will be carried out wit users to ensure we meet their needs and give them a better user experience.
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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