Moniepoint POS SUS report

Due date	19 September 2024
Epic	https://teamapt.atlassian.net/browse/DS-34
Task	https://teamapt.atlassian.net/browse/DS-73
Designer	@Williams Andem
Useberry	Withdrawal, Purchase, Deposit, End-Of-Day Summary, Purchase, Transaction History

Document summary

Insert brief summary here.

Objectives

As part of our ongoing efforts to improve the user experience and align our products with strategic goals, we have identified the System Usability Scale (SUS) score as a key performance indicator (KPI) for user satisfaction. Additionally, we will be tracking two other critical usability metrics: time on task and success rate. These metrics will provide a comprehensive view of how well our product supports primary user goals across web and mobile platforms.

The purpose of this usability test is to establish a usability benchmark for the product, which will serve as a foundation for future improvements.

Success metrics

SUS score
Time on task
Success rate

Test plan

Test plan	POS Test Plan

Core user journeys

The primary goal for the POS channel team for this FY 2024 is to generate 5x the cost of producing a POS terminal in revenue. For this reason, the following user journeys - not all, that play a major role in achieving this goal, were identified and scenarios created for usability testing:

Persona	Core journey	Rationale

Persona	Core journey	Rationale
Retail business owner	Make a purchase transaction	This journey is traditional to this retail businesses as it’s their primary method for collecting payment
POS Agent	Make a withdrawal transaction	This journey was selected because its one of the most important aspect and revenue generator for a POS Agent
Retail business owner & POS Agent	Accept a POS transfer	Journey allows businesses receive transfers on their terminals
Retail business owner	View history & print receipt	This journey is integral for transaction integrity and transparency
POS Agent	Make a deposit transaction	One of the goals of Agency banking is to ease banking by extending banking services to areas where physical banks are not present for convenience. This journey is essential for facilitating that convenience
Retail business owner & POS Agent	Print End-Of-Day Summary	This journey was selected because Business owners rely on this for bookkeeping

Test environment

The test was unmoderated and conducted remotely using interactive prototypes - emulating the Topwise MP35P POS terminal device. The interactive prototypes were set up on Useberry tests - allowed Users test via their mobile & web browsers. At the end of each core journey tests, participants were presented with post-test questionnaires as well a SUS questionnaires.

Tasks

[insert text here]

Core journey	Tasks

Core journey	Tasks
View history & print receipt	A customer that recently made a transaction of N15,000.00, has come to ask you for a re-print of that receipt. Proceed to give the receipt Note: imagine this to be a POS terminal
Make a withdrawal transaction	A customer has come to you to withdraw money. What would you do? Note: imagine this to be a POS terminal
Make a purchase transaction	A customer comes to your store, buys some items and wants to make payment for those items using a debit card. What will you do? Note: imagine this to be a POS terminal
Accept a POS transfer	Accept N20,000.00 from Lawrence Hassan Note: imagine this to be a POS terminal
Make a deposit transaction	A customer has come to you to deposit money into a beneficiary account. What would you do? Note: imagine this to be a POS terminal
Print End-Of-Day Summary	It's the close of day and you want to print the summary report for the day for bookkeeping, what would you do? Note: imagine this to be a POS terminal

Participants

Participant information

Number of participants	5 - 8 Participants per journey
Demographics	18 - 34 years Lives in Nigeria Business owner/Sales Rep/Others
Selection criteria	Good internet speed Have used or not used a POS terminal Lives in Nigeria Has basic tech knowledge

Participant profiles

Participant A	Taiwo
Age	31
Occupation	Sales Manager (Hospitality) & Business Owner (Cosmetics)
Tech savviness	Moderate
Fintech usage	Uses mobile banking apps for daily transactions and a POS terminal for customer payments. Prefers platforms that offer quick, reliable transfers and clear transaction histories.
Primary devices	Android phone (Oppo)
Key insights	Taiwo is a seasoned Sales person having experienced working in both Retail and Agency banking businesses. Her day-to-day heavily relies on collecting payments and facilitating transactions. She prefers platforms that offer quick, reliable transactions and dispute resolution.

Participant B	Emmanuel
Age	32
Occupation	Business Owner (Retail)
Tech savviness	High
Fintech usage	Uses Moniepoint banking for business transactions. He uses Moniepoint primarily due to the ease of onboarding and the ability to use his business name as the account name
Primary devices	IPhone 13 Mini
Key insights	Emmanuel relies on fast and seamless fintech solution for collecting payments. He values reliability, especially when receiving payments from customers

Participant C	Sophia
Age	24
Occupation	Sales Rep
Tech savviness	High
Fintech usage	Has avid experience using POS terminals. She uses Palmpay POS terminal to collect payments
Primary devices	IPhone 8
Key insights	Platform reliability, dispute resolution, efficient and responsive customer service is primary for Sophia

Participant D	Ola
Age	27
Occupation	Director (Beauty & Cosmetics)
Tech savviness	High
Fintech usage	Primarily uses traditional banking apps for paying for inventory purchase and collecting payments from customers
Primary devices	IPhone 15
Key insights	Ola is particular about platform reliability and instant transaction reconciliation most especially when she is showcasing her business in a fast-paced marketplace like Trade fairs. Ola prefers simplicity to ease the learning curve for new employees

Participant D	Haruna
Age	36
Occupation	Business Owner (Retail & Agency)
Tech savviness	Moderate
Fintech usage	Uses Moniepoint POS for retails and agency transactions. He uses Moniepoint because of platforms
Primary devices	Android phone (Tecno)
Key insights	He uses Moniepoint POS because of the platform’s network reliability, transaction dispute resolution and speedy reconciliation. Whilst he is able to resolve some frequent issues that arise in the course of collecting payments, for other issues, he relies on his account manager

Recruitment process

Initially sent out a participant recruitment questionnaire but later reached out potential participants that fit my criteria via cold texting and physical visit. Each participants were privately messaged and sent a document containing journeys that a particular to their business types (ie. Retail, POS Agents). To get an holistic view the usability of the Moniepoint POS, I opted to reach out to not only Moniepoint POS customers, but also POS customers of other Banking services as well as persons that have not used the POS terminal before.

Usability metrics and results

Success rate definition

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.

Time on task

The time it takes participants to complete each journey. Shorter times generally indicate better usability. This metric helps to measure efficiency.

Make a withdrawal transaction: users should/are expected to complete this journey within 1 minute.
Make a purchase transaction: users should/are expected to complete this journey within 1 minute.
View history & print receipt: users should/are expected to complete this journey within 1 minute.
Make a deposit transaction: users should/are expected to complete this journey within 1 minute.
Print End-of-Day Summary: users should/are expected to complete this journey within 1 minute.
Accept POS transfer: users should/are expected to complete this journey within 1 minute.

Success rate

[designer to define success for each journey]

Make a withdrawal transaction: this journey is considered successful if the participant is able to complete a withdrawal transaction within 1 minute or less.
Make a purchase transaction: this journey is considered successful if the participant is able to complete a purchase transaction within 1 minute or less.
View history & print receipt]: this journey is considered successful if the participant is able to complete this journey within 1 minute or less.
Make a deposit transaction: this journey is considered successful if the participant is able to complete this journey via the transfer method or card transfer method within 1 minute or less.
Accept POS transfer: tthis journey is considered successful if the participant is able to complete this journey within 1 minute or less.

Results

Core journey	SUS score	Time on task	Success rate	Comments

Core journey	SUS score	Time on task	Success rate	Comments
Make a withdrawal transaction	97	29.6s	100%	Users found the withdrawal process generally intuitive and easy They had no difficulty in reading and understanding the texts during the task as they were legible and bold There was no challenge with the colour scheme and had no additional comments
Make a purchase transaction	86.7	34.6s	83%	1 user dropped off due to network Users found the purchase process generally intuitive and easy One user explained that it was easy because an account manager had already explained how it works The “Default Account” option when selecting an account type, particularly stood out as helpful because that way customers are not asked for their account type all the time They had no difficulty in reading and understanding the texts during the task There was no challenge with the colour scheme and had no additional comments as everything was straight forward
Accept a POS transfer	85.4	28.8s	100%	Users found the process generally intuitive and easy They had no difficulty in reading and understanding the texts during the task There was no challenge with the colour scheme and had no additional comments
View history & print receipt	85	29.1s	100%	Users found the process generally intuitive and easy They had no difficulty in reading and understanding the texts during the task There was no challenge with the colour scheme Whilst there was complaint generally, one user suggested we explore simplicity for the dashboard user interface 1 user suggested a more simplified user interface for the dashboard. Made reference to the MPOS style UI
Make a deposit transaction	93	1m 4s	100%	Users found the process generally intuitive and easy 1 user found it confusing as there were two features with the transfer name They had no difficulty in reading and understanding the texts during the task There was no challenge with the colour scheme Took 4s longer than expected due to Participants network
Print End-Of-Day summary	74.2	2m 44.5s	100%	1 user expected the feature to be in “admin”, didn’t think it would be in “services“. Users had difficulty finding the feature suggesting that it shouldn’t be in “services“ The difficulty find the feature led to the extended time in completing the task

Post-test qualitative questionnaire feedback

Participants provided additional insights through open-ended post-test questions:

Common pain points	Users found it difficult find the “Print End-Of-Day“ of day feature Difficulty navigating back to the home screen
Positive feedback	Users like the text legibility The “Default Account” option when selecting an account type, particularly stood out as helpful because that way customers are not asked for their account type all the time Generally, there was no challenge with the colour scheme
User suggestions	Find a better place for the “End-of-Day feature“ Some suggested that the feature should be visible at first glance A more simplified user interface for the dashboard (reference to the MPOS style UI)

Recommendations for improvement

Based on the test findings, the following recommendations are proposed to improve the product’s usability:

Design changes

Revise the current POS terminal architecture
Explore navigations for the POS terminal
Naming explorations for some features

Quick wins

Minor adjustments will be made:
- Navigation back to home on the screen

Long-term recommendations

Consider a more comprehensive redesign of the POS terminal app, especially focusing on the architecture.

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.

Next Steps

The 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.

Design team