Online bank for corporate and B2B services
Statement generation, payment creation and overview, and the FAQ section were tested.
The study revealed about 40 serious problems with navigation, report interfaces, document generation, payment forms, etc. A recurring pattern was found where new clients simply forgot to perform specific necessary steps during bill payments.
Another important difficulty was getting the correct account balances as at a specific date: it was necessary to perform a number of actions that new customers forgot to do, resulting in complaints and dissatisfaction. This was revealed during the UX test and confirmed by a survey of the client base.