The Client is a top credit union in the US. They provide a full suite of banking solutions to their members, including mortgages, loans, business services and wealth management all wrapped into a robust digital banking experience.
The financial services industry has seen strong consumer demand for more state-of-the-art digital solutions like mobile- and online banking software, enhanced money-transfer options and security integrations that enable financial transactions to be completed digitally.
Because much of this change is consumer driven, the Client has become laser-focused on their end users when designing and developing new digital solutions. They recognize that they must understand customers’ preferences early in their development cycle if they want to deploy quickly, minimize disruption and dissatisfaction, and feel confident that their planned changes will be well-received.
‘The Client has become laser-focused on their end users when designing and developing new digital solutions.’
The Client was converting to a new digital banking solution and wanted to ensure that the new solution’s design and functionality better meets their end-users’ needs compared to the incumbent solution.
While this conversion project was the short-term focus, this credit union was also considering a long-term plan for user experience (UX). They wanted an ongoing testing program that would enable them to proactively manage UX, versus reacting to member feedback after new feature rollouts. They had developed a usability testing plan but did not have a platform or resources to execute on it for their short or long-term needs.
Qualitest recommended a proof of concept (PoC) comparing existing and future digital banking solution platforms. The objective was to perform the same tasks on both platforms without indicating to the users which application was current and which one was new. This approach removed end-user bias and ensured a fair comparison.
Qualitest worked with the credit union to define user personas and ensured that the users being picked for the task were an accurate representation of users typically engaging with their platform.
‘Qualitest’s work included test planning, setup and scripting; participant recruitment, execution and analysis, and the production of a detailed UX report.’
Qualitest created a test that could be executed on both digital banking platforms. VPN was used to allow access to the platform that was not deployed. The users repeated the same set of instructions on both platforms and recorded their screens while navigating both applications. The users then answered a post-test survey to compare Site A to Site B on key aspects of UX. Qualitest took steps to ensure the benchmark was done fairly across both sites and supported the test process end to end.
Qualitest’s work included test planning, setup and scripting; participant recruitment, execution and analysis, and the production of a detailed UX report.
