Next Bank

Bank application - User Test

Goal

Reduce the volume of complaints received by the Customer Service Center (SAC) by identifying and solving usability issues in the app.

Problem

There were consistent complaints about the app’s usability. We needed to understand whether the problems in the old design aligned with the issues reported by both stakeholders and end users.

Solution

We began the research by interviewing the SAC team to understand their pain points, followed by user testing to capture direct feedback from clients. These tests revealed serious navigation problems that prevented users from completing key tasks.After analyzing the findings, we proposed a redesign and conducted a second round of testing — this time, no usability issues were reported.
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‍Result: 70% reduction in issues reported by the SAC team

My Contributions

I worked collaboratively with another UX Designer across the entire process. My key responsibilities included:

Creating a navigable prototype using InVision
Co-writing the interview script based on research hypotheses
Co-moderating user testing sessions (taking notes when not moderating)
Writing the final research report

We began by immersing ourselves in the project, mapping out business rules and user needs. After identifying friction points in the existing app, we formulated hypotheses about the root causes of user frustration. Based on those insights, we developed a navigable prototype in InVision Studio and co-created a research script with the Next team. We then conducted user interviews to validate the hypotheses and collect feedback for improvement.

Process

Research Approach

The usability tests were conducted in a mirror room, allowing the team to observe user behavior in real time. We identified and categorized the main issues by severity. Most problems were related to navigation and overall usability, which caused confusion and often led users to contact the SAC for assistance.

Process

User Testing Insights

Based on the findings from the first round of testing, the Next design team reworked the user experience. We then conducted a second round of usability tests, which showed significant improvement. All participants were able to navigate the interface smoothly, and no critical issues were reported. The two research phases were essential in driving measurable improvements to the overall user experience.

Process

Redesign & Validation

Next Bank

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