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 were:

• Checking if BRMs understand how to generate eligible using the prototype.

• Choosing a sorting option to arrange a list of business owners eligible for another loan.

• How BRMs classify the business owners they work with and how they refer to them.

Methodology

The methodology used in this document appears to be a usability test involving Business Relationship Managers (BRMs) who had not previously used a specific feature in an application. The Participants were observed completing the aforementioned tasks to assess their understanding of how to generate an eligible amount for a customer, which of the sorting options they preferred, etc. 

Personas

The participants were 10 Business Relationship Managers who had not used the "generate eligible loan amount" feature in the application before.

Tasks: Three questions were posed to participants, each designed to evaluate different aspects of the application's functionality:

Tasks and Questions

Find the link to the prototype below 

• Renewal v2 Prototype Link 

Find a link to the questions below 

Renewal Usability Test Questions- V2 

Question 1: Imagine you want to check how much a customer can get, please show us how you will go about it using this prototype.

• Objective: 

• Participants: 

  • Total participants: 10

• Result

  • Understood the process: 7

  • Did not understand  the process: 3

• Comment(s):  A participant did not know they could click on a BO’s name they thought they could only search for the Account Number 

Question 2: Imagine that you arrange the list of your BOs that can take another loan, from these three options under “Sort By” which one would you choose and why? 

• Objective: 

• Participants: 

  • Total participants: 10

• Result

  • Highest Renewal Amount: 2

  • Newest Renewal Request : 3

  • Highest Repayment Score: 5

• Comment(s):   Two participants said the business owner with a strong repayment score must have consistently repaid on time, without defaulting so based on this, they are the business owner they would consider more as a reliable customer.

Question 3: How do you (you personally) classify the business owners you are selling to? Or What name do you call the business owners you are selling to? 

• Objective: 

• Participants: 

  • Total participants: 8

• Result

  • Merchant or BO: 7

  • Client or Agent: 1

• Comment(s): Most BRMs specified they referred to their customers by name 

Key Findings

1. Sorting by the "Highest Repayment Score" emerged as the preferred method for selecting business owners eligible for loans. Additionally, business owners were primarily classified as "Merchants" or "BOs," with minimal variation in how they were referred to across participants.

Feedback, Observations & Suggestions from Test Participants

A participant suggested there should be training done for BRMs for this new app

Recommendations (Quick Fix)

• Sort renewal list by highest repayment score

• Terms like merchants or BOs should be used to describe customers.