top of page
Mobilearth
Offers financial institutions omni-channel solutions to its members and customers.
Project Overview:
Improving the current process of registering for online banking and opening new accounts.
My Role:
Lead usability testing for the online banking registration process, analyze then present data to stakeholders, and design solutions.
The Problem
Users need a way to quickly and securely register for a bank account online as opposed to visiting a branch.
Banks need to create a streamlined process for new users to register for their accounts online.
Improvement of the registration process not only helps users save time but also gives banks a competitive advantage.
The 3 target users identified for this project:
1. Millennials
- Experienced and comfortable with online banking
- Confident with technology
2. Gen X
- Familiar with online banking
- Comfortable with technology
3. Baby Boomers
- Unfamiliar with online banking
- Not Confident with technology
Scope and Constraints
This project was short but effective. I was given till the end of the year (4 months) to gather data, design solutions, and hand the finished product to the development team. To overcome this constraint I scheduled usability testing almost straight away. By doing this I wasn't dependent on participants to complete the project because I had the data right away.
Another constraint I had to refer to specifically when designing was that the banking software was global - meaning not all text would be in English. To overcome this wording had to be minimal and my designs had to be intuitive.
The Process
Personas
Personas
I started by creating personas for each demographic. Doing this helped me understand the relationship each has with the current system and acted as a guide to help formulate the right questions during testing.
Name: Emma
Age: 30
Occupation: Nurse
Goal:
Emma wants to switch banks without having to go into a branch due to covid and her busy work schedule.
Needs:
Emma needs a user-friendly website to apply for a checking account and switch banks from the comfort of her home.
Wants:
Emma wants a quick and efficient process to register for a new bank.
.png)
.png)
Name: Carl
Age: 70
Occupation: Business Owner
​
Goal:
Carl's goal is to switch banks online quickly and securely without having to visit a branch.
​
Needs:
Carl needs a user-friendly interface since he is unfamiliar with technology.
​
Wants:
Carl wants his online banking journey to feel secure since it is his first time using online banking.
Name: Jessica
Age: 44
Occupation: Business Owner
Goal:
Jessica wants to use online banking to apply for a loan for her business.
Needs:
Jessica needs a simple and efficient way to apply for business loans.
Wants:
Jessica wants to find an online banking platform for her business needs.
.png)
Usability Testing
Usability Testing
I chose usability testing as the primary research method so I could observe initial reactions to the registration process and allow a natural conversation about the process between myself and the participants.
Goal:
The goal of this test is to analyze how millennials, Gen X and baby boomers interact with mobilearths online banking software. I tested to analyze speed, friction points, and potential concerns from users during the registration process.
Test Objectives:
-Are participants able to quickly and seamlessly register for a bank account?
-Do the participants feel that the registration is secure?
-Are first-time users able to navigate how to register for an account successfully?
-Are first-time users able to navigate and successfully submit applications?
Results
Results
After conducting testing I quantified my results by using Jakob Nielsen's error measuring scale and the learnability formula to determine the success rate.
Task
Result
Task 1: Sign up for an online banking account using your name and email.
Success rate: 90%
Usability Score: 2
There was some confusion about referring to their email for the access code
Task 2: Use the user ID and password provided to log into your new bank account.
Success rate: 100%
Usability Score: 0
Every participant completed the task seamlessly.
Task 3: Apply for a checking account and loan.
0% Success Rate
Usability Score: 4
Users could not locate the + icon that opens an application
Design Solutions
Design Solutions
The solution here is to provide a clear message that the code will be in the user's inbox and an option to resend the code.
Users use both an email and phone number to sign up
The messaging here is unclear wether the code is in the users inbox or text messages
None of the users were able to recognize that the + icon on the right signifies adding a new account.
My solution to this was to move the + icon to the left since people scan and read from left to right. I also added the wording "New Application" to provide more clarity.
The wording location has enough space so even if the language changes it will always fit.
Result
The outcome of this project was successful because I was able to identify a big usability issue that was overlooked before. Solving this issue was then top priority and led to an 80% increase in usability :)
bottom of page