Next Bank

Bank application - User Test

Goal

Our goal was to reduce the number of complaints received by the Customer Service Center (SAC).

Problem

We aimed to understand the problems that existed in the old design version by comparing them to the issues reported by stakeholders and end-clients.

Solution

We initiated the research process by speaking with the SAC team to understand their pain points. Then we conducted user tests to understand the pain points of the end-clients. During this process, we realized that there were serious navigation issues that were preventing users from completing their tasks.Based on our findings, we proposed a redesign and conducted another round of testing. This time, no issues were reported.
As a result, we were able to reduce the number of issues reported by the SAC team by 70%.

My Contributions

I worked with another UX designer as a team throughout the process. While I was involved in the entire process, my main responsibilities included:

Create a navigable prototype at InVision
Interview script based on the hypotheses
I shared the moderation with another ux designer. When i wasn't moderating i was taking notes.
Final report

To start, we immersed ourselves in the topic, understanding the business rules and the needs of users. We identified the points of friction in the existing application and formulated hypotheses on the causes of the problems.Based on these hypotheses, we developed a navigation prototype using Invision Studio and a research script in co-creation with the Next team. We then conducted interviews with users to gather their feedback.

Process

Discovery
Definition

The user tests were conducted in a mirror room, and we identified and classified the main issues based on their levels of severity. We found that the majority of the issues were related to navigation and usability, which caused confusion and led users to contact the SAC for help.

Process

User Test

The Next design team redesigned the experience based on the results of the previous test, and we conducted another round of testing. The second test was significantly easier for users compared to the first one. Everyone was able to navigate and understand the interface, and there were no issues reported. Both research stages were crucial in improving the user experience of the service.

Process

Test ot the new design proposal

Next Bank

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