Overdraft Physical Test Report

Summary 

We conducted a usability test to evaluate the ease of use and clarity of several key touch points within the application. The areas tested are overdraft usage as well as the hierarchy of information the user would like to see, we 

Methodology

We conducted physical test sessions with participants using interactive prototypes designed to simulate real-world interactions that a Business Owner (BO) would experience. During these sessions, participants performed tasks to evaluate their understanding of UI elements, terminology, and process steps within the application. Targeted questions were used to assess clarity, ease of use, and intuitiveness, while observations focused on how participants interacted with key touchpoints. Data was collected through participant responses and behavioural observations, with detailed notes highlighting areas of confusion, elements participants found helpful, and suggestions for improvement. Findings were summarized based on the percentage of participants who successfully understood or struggled with each concept.

Personas

The participants for this test were 11 business owners who have taken a loan and have running loans with Moniepoint. 

Tasks and Questions 

Find a link to the questions below 

Financing vs Loans Interviews/User Test Questions

Questions

Question 1a: Imagine you took an overdraft for the first time. What information would you like to see on the running overdraft dashboard about the facility?

• Objective: To understand the key information users find most valuable when viewing a running overdraft dashboard for the first time.

• Total participants: 11

• Result:

  • Amount accessible (how much can be accessed): 6

  • Amount Taken/owed: 5

  • Repayment History: 5

  • Interest on the overdraft : 3

  • Flexibility and speed of accessing the overdraft: 1

Question 1b: Please arrange this information according to importance to you:

• Objective: To ascertain the understanding of the message and prioritize the information according to user importance.

• Total Participants: 6

• Result:

  • Amount Taken/owed: 1st for 4 participants

  • Amount accessible (how much can be accessed): 2nd for 2 participants

  • Interest on the overdraft: 2nd for 2 participants

  • Repayment history: 3rd for 2 participants

  • Flexibility and speed of accessing the overdraft: 4th for a single participant

Question 3: Imagine your overdraft request has just been approved and you are yet to use it. What information would you like to see on your dashboard?

• Objective: To identify the critical information users seek before utilizing an approved overdraft.

• Participants: 11

• Total participants:

• Result:

  • Amount accessible (how much can be accessed): 6

  • Repayment History: 5

  • Amount Taken/owed: 5

  • Interest on the overdraft : 3

  • Flexibility and speed of accessing the overdraft: 1

Question 4: Please arrange this information according to importance to you:

• Objective: To determine the prioritization of information by users regarding their overdraft details.

• Participants:  6

• Total participants:

• Result:

  • Amount accessible (how much can be accessed): 1st for 3 participants

  • Interest on the overdraft: 2nd for 2 participants

  • Repayment history: 3rd for 2 participants

  • Flexibility and speed of accessing the overdraft: 4th for a single participant

Question 5: Imagine you just started using your overdraft limit. What information would you like to see on your dashboard?

• Objective: To understand the essential information users need while actively using their overdraft limit.

• Total participants: 11

• Result:

  • Amount accessible (how much can be accessed) : 6

  • Repayment history: 5

  • Amount Taken/owed: 5

  • Interest on the overdraft : 3

  • Flexibility and speed of accessing the overdraft : 1

Question 6: Please arrange this information according to importance to you:

• Objective: To evaluate the importance of various overdraft-related information from the user's perspective.

• Participants: 6

• Total participants:

• Result:

  • Amount accessible (how much can be accessed): 1st for 3 participants

  • Interest on the overdraft: 2nd for 2 participants

  • Repayment history: 3rd for 2 participants

  • Flexibility and speed of accessing the overdraft: 4th for a single participant

Question 7: Imagine you forgot to repay your overdraft limit. What information would you like to see on your dashboard?

• Objective: To understand the essential information users need to see when they are due for repayment

• Total participants: 11

• Result:

  • Amount accessible (how much can be accessed) : 6

  • Repayment history: 5

  • Amount Taken/owed: 5

  • Interest on the overdraft : 3

  • Flexibility and speed of accessing the overdraft: 1

Question 8: Please arrange this information according to importance to you:

• Objective: To evaluate the importance of various overdraft-related information from the user's perspective.

• Participants: 6

• Total participants:

• Result:

  • A Reminder/Warning Message: 1st for 5 participants

  • Amount Owed/Due: 2nd for 3 participants

  • Repayment history: 3rd for 2 participants

Question 9: Please, what do you understand by ?

• Objective: To gauge participants' comprehension of the term "Available to use" in the context of overdraft facilities.

• Total participants: 10: 

• Result:

  • Understood “Available to use” meaning: 9

  • Did not understand “Available to use” meaning: 1

•  Comment(s): The participant asked what the screen was for and instead focused more on the part with sales volume instead 

Question 10: Please, what do you understand by “Overdraft Limit”?

• Objective: To understand participants' interpretation of the term

• Total participants:: 11

• Result:

  • Understood “Overdraft Limit” meaning: 9

  • Did not understand “Overdraft Limit” meaning: 2

• Comment(s): A participant mentioned their overdraft limit is “My limit for the day.”

Question 11: Please, what do you understand by “You have used”?

• Objective: To assess participants' understanding of the phrase "You have used" in the context of overdraft usage.

• Participants: 11

• Total participants:

• Result:

  • Understood the content: 10

  • Did not understand the content: 1

  • Comment(s): A participant read it out loud and tried to understand, but was a bit confused.

Question 12: Please, what do you understand by “Pay back On or Before”?

• Objective: To determine how participants interpret the phrase "Pay back On or Before" and its perceived tone.

• Total participants: 11

• Result:

  • Understood the content: 10

  • Did not understand the content: 1

• Comment(s): A participant commented that the phrase “Payback on or before” sounds rude and commanding.

Question 13: What information do you think is missing on each page?

• Objective: To identify any additional information participants feel is missing on the page.

• Total Participants: 10

• Result:

  • Did not notice/suggest missing content: 5

  • Suggested/Noticed missing content: 5

• Comment(s): “Space to see how much you’ve paid back and how much is left based on repayment history at a glance.”

  • Whether the overdraft has interest or not.

  • A more specific breakdown of repayment progress and charges.

Key Findings

Most Valuable Information for Users:

• Users prioritize "Amount Taken/Owed" and "Amount Accessible" as the most critical pieces of information on the overdraft dashboard.

• Interest on Overdrafts and Repayment History are secondary priorities.

• Flexibility and speed of accessing the overdraft were mentioned but rated lowest in importance.

Understanding of Terminology:

• Terms like "Available to Use", "Overdraft Limit", "You Have Used", and "Pay Back On or Before" were well understood by most participants.

  • "Pay Back On or Before": 1 participant found it rude or too direct.

  • "Available to Use" and "Overdraft Limit" confused 1–2 participants.

• Users focused on numeric or financial aspects of overdraft features, often overlooking additional content.

Missing Content:

• 50% of participants identified missing or unclear elements:

  • Progress on repayment: How much has been paid and what remains?

  • Clarification on whether the overdraft accrues interest.

  • A clearer breakdown of repayment history and charges.

Warnings and Reminders:

• A reminder/warning message was identified as the most important information for users who forgot repayment deadlines.

Feedback, Observations & Suggestions from Test

• 2 Participants were not interested at all in overdraft

• A participant suggested using a kinder or softer tone such as “Pls pay back on or before” or “Due in”

• A participant said the entire Overdraft screen is hard for him to understand.

• A participant doesn't understand what an overdraft is. 

• A participant was calculating it with a calculator and asked if this was the same as how WCL works.

Recommendations

• Prioritize the display of "Amount Taken/Owed" and "Amount Accessible" on the overdraft dashboard, as these were identified as the most crucial information for users. 

• Add a reminder/warning message for users who forget repayment deadlines, as this was highlighted as important.

• Make all the copies regarding interest on overdrafts, repayment progress (amount paid and remaining), and a breakdown of repayment history and charges clear and concise.

• Make use of clear and easily understandable terminology throughout the overdraft process and dashboard. 

• Create a simple user guide, learning resources “Learn about Overdraft”, or tooltips to explain overdraft concepts for users who may be unfamiliar with them.