Moniepoint channels SUS report

Chioma, business owner:

Chioma is a small business owner with a business banking account which she uses for managing her business' finances daily

User app management:

1. App settings

2. Password Passcode

3. Hide and Reveal Bank Balance

4. Switching Aliases for account number

5. edit account limit

This journey was selected because it contains key activities that result in an uptick of support issues for Moniepoint, and frustration on the part of the user.

John, personal account user:

John is a student at Unilag with a personal banking account which he uses for allowance from his parents monthly.

Account overview:

1. Check status of all accounts that are attached to the user

2. View Balances

3. Transaction History

This journey was selected because these are basic activities that every user needs to be able to conduct once they successfully log into the Moniepoint app.

Goriola, accountant:

Goriola manages multiple chains within a franchise, he is familiar with digital products.

Account overview:

1. Check status of all accounts that are attached to the user

2. View Balances

3. Transaction History

This journey was selected because these are basic activities that every user needs to be able to conduct once they successfully log into the Moniepoint app.

Ahmad, personal account user:

Ahmad is a father with a small family. He uses his Moniepoint account as his primary account and manages all his family’s finances from there.

Product discoverability:

1. Funds Transfer Initiation

2. Bill Payment Initiation

3. Card Management

4. Savings

5. Upgrading account/KYC

6. Adding money to the account

This journey was selected because the discoverability of other features and offerings of the Moniepoint app is essential to Moniepoint’s revenue.

Faiza, is a business owner. She doesn’t speak any english and relies on help from her BRM and the icons within the app to get things done

Product discoverability:

1. Funds Transfer Initiation

2. Bill Payment Initiation

3. Card Management

4. Loans

5. Savings

6. Upgrading account/KYC

7. POS

8. Adding money to the account

This journey was selected because the discoverability of other features and offerings of the Moniepoint app is essential to Moniepoint’s revenue.

Lara, personal account user:

Lara is a customer support service agent at a local e-commerce company with a personal banking account which she uses to receive her salary from her company, she is familiar with digital products.

User app management:

1. App settings

2. Password Passcode

3. Hide and Reveal Bank Balance

4. Switching Aliases for account number

5. edit account limit

This journey was selected because it contains key activities that result in an uptick of support issues for Moniepoint, and frustration on the part of the user.

A customer that has received notification of a transaction hold on their account is asked to identify the notification, and read out the expected actions for that account.

This requires the customer to switch between multiple accounts

A customer that has just logged in to the app is asked to identify and dictate the balance on their account

A customer that has just received some money is asked to review their list of recent transactions as well as details of the newest transaction.

A customer that wants to send money out of their accounts is prompted to start the process of initiating the transfer

A customer that wants to pay a bill from their account is prompted to start the process of making the bill payment

A customer is asked to initiate the process for ordering and managing cards to their accounts

A customer is asked to check the amount of savings in the account and read it out loud. Or read out the number of savings types that are available

A customer is asked to verify the current KYC level of their account. They are also asked to begin to upgrade the process of upgrading their account from the mobile app

A business owner customer is asked to confirm how many POS they have attached to their account. The are also asked to confirm the amount of their most recent transaction.

A customer is asked to copy their account number in preparation of receiving money from a friend.

A customer is asked to locate and identify the following within the app: Notification preferences, device management and app themes

A customer is asked to initiate the process of changing the passcode/password of their account from within the settings section of the app

A customer, simulating use of the app in a crowded room, is asked to hide their balance so that it is not visible on the dashboard

A customer is asked to switch from using their phone number for receiving money to using their account number (vice versa depending on what setting was previously activated on the account)

A customer is asked to edit the transaction limit on their account.

They are also asked to read aloud the current single debit limit on their account

5 Business Banking users, 5 Personal Banking users to test all the core journeys highlighted

These users were a mix of people from business owners, to undergraduate students, working class professionals, older retired people. Familiarity with the product ranged from zero experience (using the app for the first time) to people with existing accounts on the app (both business and personal accounts). All test participants were located in Lagos as all tests were conducted physically, participants spoke a variety of languages including English, Yoruba, Pidgin English, and Hausa.

The participants were a mix of new and existing customers. They were chosen at random, based on willingness to participate in the tests.

Audu

-

SME owner

Low

Uses the moniepoint mobile app for business owners, recently had a transaction held for violating KYC limits on his account. He’s not very familiar with digital money management apps like this, and displays a high level of anxiety when asked to interact with the app.

Android phone

Audu heavily relies on his POS terminal for business operations and tries his best to avoid using the mobile becuase of his limited experience with English and technology. He requires a high volume of assistance to perform actions he doesn’t perform daily for his business. He frustrated when he has to contact support for additional support his BRM is unable to provide because he doesn’t speak English.

Temitope

54  

Market trader / POS operator

Low

Uses mobile banking apps (GTBank) for personal daily transactions and a Baxi POS terminal for CICO operations at her business.

I using Moniepoint Personal Banking application for the first time

Android phone

Temitope needs simple, straightforward fintech solutions with minimal steps to complete transactions. Clear communication is essential for her as she is inclined to distrust many tech solutions and prefers that everything is spelt out clearly so she knows what decision to make. She asks a lot of questions and relies on feedback and notifications from the app. She also relies on familiar looking icons for decision making as she wears glasses and was unable read a lot of the text on screen but managed to stumble her way through using the familiar icons on screen.

Ifeoluwa

27

Software Engineer

High

Regularly interacts with multiple banking platforms for personal transactions. Uses apps from Stanbic IBTC, Opay, Piggyvest and Kuda Bank.

Google Pixel 8

Ifeoluwa prefers platforms that offer quick, reliable transfers and clear transaction histories. He likes to also know when a Bank’s network is offline and mentioned he particularly enjoys Opay user experience because of how intuitive it feels for him. He mentions that the Moniepoint app did not give him the same level of confidence as he spent time looking for a number of features on the app despite his familiarity with tech products and was unable to complete one of the tasks assigned to him (hide/show balance)

Adaaku

-

Business owner

Low

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.

Android phone

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.

Oga Sunny

-

-

Moderate

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.

Iphone

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)

12s

100%

7s

100%

8s

100%

15s

100%

9s

100%

26s

100%

33s

100%

47s

60%

10s

100%

Most BOs were familiar with this

12s

100%

All users were able to complete this task effectively

44s

60%

1m 48s

80%

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.

37s

20%

Only two people completed this. And that was because they had spotted the action previously while looking around the settings.

43s

60%

1. A number of users mentioned there seem to be an increasing number of things for them to address

2. Some users mentioned that decisions that stress them out seem to be made recently (some of these seem like CBN induced discomfort, but a few users mentioned the particular issue of the “save as you earn” and “promo balances” only being available on web as a big issue)

3. One personal banking user mentioned that it would be nice to not be able to break some types of savings at all. They cited Piggyvest as an example of airtight savings that are unbreakable even during moments of temptation.

4. The location of the settings for the app currently makes it impractical because the majority of users assume there’s nothing else on the page beyond the “edit” CTA under the Personal Information section of the page.

5. Some of the features on the app for the business users feel like overkill as they have never had reason to interact with these features in the past and it just provides them with an endless amount of confusing buttons to click

6. English. The app really needs to be translated.

1. Some users mentioned they liked the way the app looked.

2. A number of users mentioned it was convenient to have BRMs to help them navigate some of the most difficult aspects of the app.

3. Users that knew how to upgrade their KYC were often able to do it because they had been shown how to do it in the past and knew what visual cues to look for, more of these types of actions could be provided.