Internet-bank for companies and b2b services
Statement generation, creating and overviewing payments, as well as FAQ section are tested.
The test has shown about 40 serious problems with navigation, report interfaces, document generation, payment forms, etc. A recurring pattern was found with the new clients who were simply forgetting to perform specific necessary steps during payment of bills.
It is worth noting that an important finding was the difficulty in getting the correct account balances as of the date: it was necessary to perform a number of actions that new customers forgot to do, resulting in the creation of a negative satisfaction rate and complaints. This was revealed during the UX test and confirmed by a survey of the client base.