Moniepoint Sales Network Tools SUS report
- Astrid Decrop
- Dorcas Abang
- Ayodeji Hamzat
Due date | 19 September 2024 |
|---|---|
Epic | |
Task | |
Designer | @Ayodeji Hamzat |
Useberry |
Document summary
This research summary presents the results of the usability testing conducted on the sales network tools.
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 |
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Core user journeys
Persona | Core journey | Rationale |
|---|---|---|
BRM & PRM (the primary point of contact within the sales network between business owners/marketers and the organization) | Onboarding After Receiving Activation Link | It is the first contact of the BRM with the platform (They wouldn’t be able to sell products without onboarding) |
| Onboarding a Business Owner (A major part of why they use the platform, to onboard businesses) | One of the primary reasons for getting onboarded is to get more Business Owners(BOs) onboarded (Survey with users showed these core journey) |
| Selling and Assigning Cards to Business Owners and Customers | They sell cards to BOs and customers to increase market traction and ultimately their commissions |
| Monitoring Business Owners Performance and Placing PND on Non-performing Business Owners | They monitor BOs to make sure they keep up to the expected target |
| Taking Courses via Dashboard | They take courses to stay in tune and updated with the latest so as to perform optimally |
BRM (the primary point of contact within the sales network between business owners/marketers and the organization) | Ability to Cash Out Commissions | BRMs need to get their commissions/rewards for personal consumption |
SC & SPO (those who oversee the main contact within the sales network between business owners/marketers and the organization, specifically the managers of BRM/PRM) | Initiating the Onboarding Process of a BRM | They are to initiate the onboarding process of BRMs that will perform and increase market traction |
| Monitoring BRM/PRM Performance and Placing PND on Non-performing BRMs/PRMs | They monitor BRMs/PRMs to make sure they keep up to the expected target |
| Ability to Cash Out Commissions | They need to get their commissions/rewards for personal consumption |
| Selling Cards to BRMs | They sell cards to BRMs/PRMs to increase market traction and ultimately their commissions |
SC (those who oversee the main contact within the sales network between business owners/marketers and the organization, specifically the managers of BRM/PRM) | Assigning POS to BRMs | SCs are to assign POS terminals to BRMs |
Test environment
The tests were unmoderated, we allowed the users navigate these journeys themselves, remote and recorded. The tests were done with the present working platforms (mobile and web). Some technical issues didn’t allow for the use of test environment and prototypes.
Tasks
Core journey | Tasks |
|---|---|
Onboarding After Receiving Activation Link | As BRM/PRM, after receiving the activation link via mail, follow the flow to be onboarded |
Onboarding a Business Owner (A major part of why they use the platform, to onboard businesses) | As a BRM/PRM, from your dashboard onboard a Business Owner/Personal Customer |
Selling and Assigning Cards to Business Owners and Customers | As a BRM/PRM, from your dashboard, sell and assign cards to your BOs and customers |
Monitoring Business Owners Performance and Placing PND on Non-performing Business Owners | As a BRM/PRM, from your dashboard, monitor the performance of your downlines and place a PND on non performing downlines |
Taking Courses via Dashboard | As a BRM/PRM, take courses from the dashboard |
Ability to Cash Out Commissions | As a BRM, show how you cashout your commissions |
Initiating the Onboarding Process of a BRM | SC/SPO should log in and initiate the onboarding process of a new BRM/PRM |
Monitoring BRM/PRM Performance and Placing PND on Non-performing BRMs/PRMs | SC/SPO should monitor the performance of downlines and place a PND on non performing downlines |
Ability to Cash Out Commissions | SC/SPO should follow the dashboard on how to cashout their commissions |
Selling Cards to BRMs | SC should from their dashboard, sell cards to your BRMs |
Assigning POS to BRMs | SC should from their dashboard, assign POS terminals to BRMs |
Participants
Participant information
Number of participants |
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|---|---|
Demographics | The participants, ranging in age from 25 to 40, include both male and female individuals. The group consists of a combination of new partners unfamiliar with the processes and existing users. |
Selection criteria | Partners selected for the test were both new and existing users. |
Participant profiles
Participant A | Comfort |
|---|---|
Age | 25 |
Occupation | Personal Banking Relationship Manager |
Tech savviness | Moderate |
Fintech usage | Uses mobile banking apps (GTBank, Access Bank) for daily transactions. Prefers platforms that offer quick, reliable transfers and clear transaction histories. |
Primary devices | Android phone (Samsung) |
Key insights | Comfort is a new user who was recently onboarded to work as a PRM. She is often frustrated by network downtime and error messages during onboarding process of a marketer. |
Participant B | Francis |
|---|---|
Age | 28 |
Occupation | Business Relationship Manager |
Tech savviness | High |
Fintech usage | Uses mobile money apps like OPay and PalmPay for personal savings, transfers, and accepting payments from customers. |
Primary devices | Android phone (Infinix Hot 10) |
Key insights | Francis interacts with business owners on a daily basis and requires easy and smooth interface in order to adequately manage his downlines |
Participant C | Rabiu |
|---|---|
Age | 40 |
Occupation | State Coordinator |
Tech savviness | High |
Fintech usage | Uses digital banking platforms and business fintech solutions. Regularly interacts with multiple banking platforms for business transactions. |
Primary devices | Windows laptop, iPhone 13 |
Key insights | Rabiu manages a network of BRMs and is particular about tracking performance |
Participant D | Gabriel |
|---|---|
Age | 31 |
Occupation | State Product Officer |
Tech savviness | High |
Fintech usage | Primarily uses personal banking apps like Kuda and ALAT for saving, budgeting, and personal transfers. Also utilises fintech apps for peer-to-peer transfers and mobile payments. |
Primary devices | Android phone (Samsung A32) |
Key insights | Gabriel prefers fintech apps that offer ease for managing his network of PRMs. He values proper reporting and the rewards systems, such as commissions and referral bonuses, to increase engagement. His main frustration comes from inconsistent reporting and error blockers while using the tool. |
Recruitment process
Participants were selected based on their partner user type to ensure representation of the Sales Network.
Recruitment channels included customer database and social media groups.
Screeners implemented include:
Participants regularly interact with the sales network tools.
Participants are current partners.
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.
Onboarding After Receiving Activation Link: users should/are expected to complete this journey within 10 minutes.
Onboarding a Business Owner: users should/are expected to complete this journey within 4 minutes.
Selling and Assigning Cards to Business Owners and Customers: users should/are expected to complete this journey within 3 minutes.
Monitoring Business Owners Performance and Placing PND on Non-performing Business Owners: users should/are expected to complete this journey within 2 minutes.
Taking Courses via Dashboard: users should/are expected to complete this journey within 2 minutes.
Ability to Cash Out Commissions: users should/are expected to complete this journey within 1 minute.
Initiating the Onboarding Process of a BRM: users should/are expected to complete this journey within 6 minutes.
Monitoring BRM/PRM Performance and Placing PND on Non-performing BRMs/PRMs: users should/are expected to complete this journey within 3 minutes.
Ability to Cash Out Commissions: users should/are expected to complete this journey within 1 minute.
Selling Cards to BRMs: users should/are expected to complete this journey within 3 minutes.
Assigning POS to BRMs: users should/are expected to complete this journey within 4 minutes.
Success rate
Onboarding After Receiving Activation Link: this journey is considered successful when BRM/PRM is able to get to the dashboard after validation.
Onboarding a Business Owner/Customer: this journey is considered successful when BRM/PRM is able to onboard a business owner/customer.
Selling and Assigning Cards to Business Owners and Customers: this journey is considered successful when BRM/PRM is able to sell and assign cards on the platform.
Monitoring Business Owners Performance and Placing PND on Non-performing Business Owners: this journey is considered successful when BRM/PRM is able to view the performance of downlines and place PND when necessary.
Taking Courses via Dashboard: this journey is considered successful when BRM/PRM is able to take a course.
Ability to Cash Out Commissions: this journey is considered successful when BRM is able to cashout successfully.
Initiating the Onboarding Process of a BRM: this journey is considered successful when SC is able to raise a request for a BRM onboarding successfully.
Monitoring BRM/PRM Performance and Placing PND on Non-performing BRMs/PRMs: this journey is considered successful when SC/SPO is able to view the performance of downlines and place PND when necessary.
Ability to Cash Out Commissions: this journey is considered successful when BRM is able to cashout successfully.
Selling Cards to BRMs: this journey is considered successful when SC/SPO is able to sell cards on the platform.
Assigning POS to BRMs: this journey is considered successful when SC is able to successfully assign a terminal/POS to a BRM.
Results
SUS score
The average SUS score for SC/SPO was 79.9, this score falls within the industry benchmark.
Analysis: the SUS score reveals positive aspects of user satisfaction, particularly related to how users use the platform for carrying out day to day activities.
The average SUS score for BRM/PRM was 76.5, this score falls within the industry benchmark.
Analysis: the SUS score reveals positive aspects of user satisfaction, particularly related to how users use the platform for carrying out day to day activities.
Time on task
The average time to complete key tasks was 4 minutes.
Analysis: some tasks took longer to finish mainly because of technical issues such as API failure and we had to redo some tasks.
Success rate
The overall success rate was 72%. This indicates that some users were able to successfully complete the core tasks without assistance.
Analysis: certain tasks that had a bit of technical know how took more time such as assigning terminals.
Core journey | SUS score | Time on task | Success rate | Comments |
|---|---|---|---|---|
Onboarding After Receiving Activation Link | 75 | 09m 24s | 70% | Drop off from API failure (BVN validation) |
Onboarding a Business Owner (A major part of why they use the platform, to onboard businesses) | 42.5 | 04m 17s | 85% |
|
Selling and Assigning Cards to Business Owners and Customers | 90 | 04m 08s | 79.5% | Experience can be better |
Monitoring Business Owners Performance and Placing PND on Non-performing Business Owners | 50 | 09m 13s | 75% | There are metrics they want displayed on the table shown |
Taking Courses via Dashboard | 100 | 01m 12s | 100% |
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Ability to Cash Out Commissions | 80 | 0m 34s | 100% |
|
Initiating the Onboarding Process of a BRM | 90 | 10m | 90% |
|
Monitoring BRM/PRM Performance and Placing PND on Non-performing BRMs/PRMs | 57.5 | 03m 08s | 89% | There are metrics they want displayed on the table shown |
Ability to Cash Out Commissions | 60 | 01m 29s | 100% |
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Selling Cards to BRMs | 57.5 | 03m 34s | 68% |
|
Assigning POS to BRMs | 73.5 | 05m 57s | 56% |
|
Post-test qualitative questionnaire feedback
Participants provided additional insights through open-ended post-test questions:
Common pain points | Certain data they need to be able to be more productive isn’t being displayed and low internet bandwidth won’t load pages properly. |
|---|---|
Positive feedback | Some features such as cashout and placing PND are easier to navigate. |
User suggestions | Data required should be displayed and optimize performance of the platform. |
Recommendations for improvement
Based on the test findings, the following recommendations are proposed to improve the product’s usability:
Design changes
Remove the claim profile screen upon login for PRMs, as it is irrelevant to their partner type.
Change the landing screen for SPOs, replacing the Loans section with a more relevant option for their role.
Implement a unified user interface for SCs and SPOs to eliminate the use of the Legacy UI.
Revise and rename features on the PRMs dashboard to reflect their specific roles and responsibilities.
Update dashboard terminology to better align with partner roles, such as replacing "Add Aggregator" with "Add BRM/PRM."
Quick wins
Reevaluate the success and failure screen messages to ensure they clearly communicate the intended message and remove any unnecessary screens.
Long-term recommendations
Streamline the approval stages involved in onboarding BRMs/PRMs to improve efficiency.
Consider using a different provider for liveness and face verification, as the current provider, Metamap, requires users to turn their heads during the process.
Conclusion
Summary
The usability test indicated that while the Sales Network Tools effectively support partners in managing their networks, several pain points need attention. These include lengthy processes, such as onboarding business owners, approval flows for BRM/PRM onboarding, concerns about the visibility of network performance, and frequent downtimes during critical tasks. Addressing these challenges will lead to significant improvements in the overall 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.