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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.
Create savings: Users are expected to complete this journey within 3 minutes.
Break 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.
Rollover savings: Users are expected to complete this journey within 2 minutes.
Success rate
Personal savings
Create 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.
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.
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.
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.
Results
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 savings | 70.3 | 382m 56.5s71% | Result was skewed by a user that spent too much time answering SUS questionnaire. | |||||
Break savings plan | 70.7 | 5m 15.2s70% | The average time spent on the journey is a lot, a place to improve | |||||
Top up savings | 78.5 | 1m 29.3s | 71% | flow was simple and straightforward based on feedback | ||||
Withdraw from savings | 67.1High success rate, but SUS score suggests journey can be improved |
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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Declutter congested sections and components to help customers make decisions better and faster, which improve success rates.
Quick wins
Update the “copy” to covey information better..
Long-term recommendations
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Conclusion
SummaryThe 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.