Banking Mobile App Audit, Research and Strategy
Banking Client, NDA
This project was under NDA, and some details cannot be disclosed.
Role
Research and Product Design
About
The client engaged us to research and explore an alternative approach to their application's navigation, to accomodate future expansions of their offerings in a more scalable framework. This piece of work aligned closely with their goal of redefining their customer's experience across their channels.
We conducted a series of competitor reviews, contextual enquiries, first click tests and usability studies to determine their current state, and to benchmark them against similar offerings within the market. From this research we were able to determine clear themes in what they were doing well and where they can place focus within their strategy to address areas of improvement over a two year strategy.
Project Lifecycle
Audit > Research > Synthesis > Definition
Key Activities
Competitor analysis of other banking mobile applications
Development of low-fidelity prototypes
Quantitative research: Usability testing of current app navigation with participants
Qualitative research: First click testing of current app navigation with participants
Develop a custom heuristic evaluation aligned to Jakob Nielsen’s 10 general principles for interaction design and customised with specific criteria to evaluate mobile applications
Conducted the heuristic evaluation of the app and validated assessment against user experience peers
Provided clear design recommendations to address navigation, interaction and UI issues impacting the user's experience
The Team
Nicky Watson (myself) / User Experience Researcher & Designer
Hannah Bignold / Service Designer
Savannah Dunwell / Strategy Analyst
The Tools
Sketch and Flinto for wireframing and prototyping
Silverback screen and video capture tool
Quicktime for device use recording
iOS devices for testing
Trello for task management
