Mobile application of a B2C commercial bank
Commercial bank, top 10 in the country
- Payments were tested for three different daily services within the mobile application.
- A survey was conducted on what features are missing and what needs to be improved.
CUSTOMER CHALLENGES:
Visitors find it difficult to pay for some popular services, such as utility bills, using the bank application.
Research participants:
- 80 participants, equally divided iOS and Android users
- Clients and non-clients
identified Issues
Testing revealed some critical problems:
- App navigation in the application and naming. Some people couldn't find the necessary options for the payments.
- Lack of understanding what fields of the payment form need to be filled in, what to enter and where to get this information.
- Fear of making a mistake when making a payment, which occurs due to the design of the application interface.
- Confusing interface. A second confirmation of the transaction is required by the bank, although the client believes that the payment is done already.
- Navigation and screen titles in the application were redesigned, two additional prototypes testing of the renewed interface were done.
- The labels of the form fields were changed and some tooltips were added.
- Confirmation UI was redesigned.
Results:
+23%
Transactions
