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Participant D | Adaaku |
|---|---|
Age | - |
Occupation | Business owner |
Tech savviness | Low |
Fintech usage | She mainly uses the moniepoint app and POS for her business. She is also familiar with other banking apps that she has had to use over time, though her proficiency with them is still pretty low. |
Primary devices | Android phone |
Key insights | Adaaku struggled with nearly all the tasks given to her. For example, when given the instruction to upgrade her KYC account she was unable to, despite being a registered business owner on the app. She knew where to initiate POS views from, as well as send and receive money, and change her passcode. But that seemed to be the extent of her familiarity with the app as she required assistance for every other action she was asked complete on the app. |
Participant DE | Oga Sunny |
|---|---|
Age | - |
Occupation | - |
Tech savviness | Moderate |
Fintech usage | Oga sunny claims he’s familiar with banking app and digital systems as he’s been riunning his business for a while now. In the past, he’s used apps like Paga and currently uses 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 | Iphone |
Key insights | Oga Sunny’s biggest concern during the tests was the challenge that Moniepoint’s decision to only allow save as you earn and promo balance cashout via the web app and not the mobile app as was previously available. He also mentioned he had asked for CAC registration a while ago and is still yet to receive feedback after weeks of waiting. This is particularly frustrating for him to deal with since there’s no way to currently track the progress of things for him on the app. He expressed he often finds himself feeling helpless because of the lack of updates, and the lack of awareness on why Moniepoint makes some of the decisions that they make when they change up settings (like with the promo balance problem) |
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Core journey | Time on task | Success rate | Comments |
|---|---|---|---|
Check status of all accounts that are attached to the user | 12s | 100% | |
View balances | 7s | 100% | |
View transaction history | 8s | 100% | |
Initiate a funds transfer operation | 15s | 100% | |
Initiate a bill payment initiation | 9s | 100% | |
Initiate card management flow | 26s | 100% | |
Initiate savings product flow | 33s | 100% | |
View and initiate KYC level upgrade | 47s | 60% | |
Initiate POS product flow | 10s | 100% | Most BOs were familiar with this |
Copy account number to add money to the account | 12s | 100% | All users were able to complete this task effectively |
Edit App settings | 44s | 60% | |
Change password / passcode | 1m 48s | 80% | |
Hide and Reveal Bank Balance | 56s | 10% | Only one user managed to complete this task successfully, and she spent nearly a full minute on the task before she found it. Others gave up after searching with no progress. |
Change between account number and phone number | 37s | 20% | Only two people completed this. And that was because they had spotted the action previously while looking around the settings. |
Edit transaction limit, View account limit | 43s | 60s60% |
Post-test qualitative questionnaire feedback
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