TransUnion CIBIL (Mobile application)
Summary
Every app has the potential to evolve and improve over time by staying aligned with new trends and understanding user pain points. One powerful way to achieve this is through UX tools like usability testing. That's why we conducted a usability testing session to uncover problem areas in the application and address them effectively, ensuring a seamless and user-friendly experience.
My role in this usability testing was to lead the research end-to-end, manage users and other designers, and ensure the successful completion of the test.
It all began with defining the goal of the usability testing and identifying the key flows we needed to cover. We shared suggestions with the client, highlighting areas we felt required improvement. Once the flows and goals were finalized, we started crafting detailed scenarios and building the prototypes to bring the testing plan to life.
The goal is to validate the usability of the design and identify design concerns that are to be addressed in order to deliver an efficient and usable product
Bringing Scenarios to Life! 📝
We began by setting clear objectives, defining designer roles, identifying participants, preparing facilitator scripts, outlining scenarios, and creating a handy checklist of essentials needed for the interviews.
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We've crafted a comprehensive introduction script to set the tone for our user interviews, ensuring participants feel comfortable and informed. Each task is clearly outlined with a defined timeline to keep the session structured and focused. Post-task, we’ve prepared a checklist and a series of targeted questions to dive deeper into the user's experience and feedback. To capture quantitative insights, we’ve designed a Google Form with 10 carefully curated questions. Participants will rate each question on a scale of 0 to 5, enabling us to evaluate key aspects like visual appeal, functionality, and user sentiment.
Interview time!
We’ve carefully selected our participants and scheduled meetings to match their availability. Our goal? To ensure diverse representation. We’ve included a total of 8 users, spanning key personas: 3 from tier-1 locations, 3 from tier-2, and 2 from tier-3. To make the insights even richer, we’ve also accounted for a range of age groups, capturing varied perspectives. This thoughtful mix guarantees a well-rounded understanding of user experiences, enabling us to design solutions that resonate across demographics.
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During the interview, the note-taker will document every detail — from the user’s words and questions to their actions, emotions, and frustrations as they navigate the task. While the notes may seem rough at first, they are a ores for uncovering the user’s key challenges and pain points.
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Towards the end of the interview, we share a Google Form with some basic questions to gather quantitative data. This helps us understand various aspects of the app, such as its visual appeal, functionality, and user sentiment.
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Analyse Data & Draw Insights!
Without refining ore, pure gold is unattainable! Similarly, we’ve gathered raw data and refined it into eight key columns: Feature/Flow, Sub-feature, Observation, Insights, Design Principles, Proposed Solutions, Solution Category, and Priority.
The column follows a structured flow, starting with identifying the primary feature or flow to focus on. Next, it breaks down into sub-features, categorizing specific screens or components that require attention. Observations are drawn from raw notes and recorded interview videos, capturing key findings. These observations lead to actionable insights, but the process doesn’t stop there. Each insight is aligned with a relevant design principle to ensure clarity and depth. Merely identifying problem areas isn’t enough—we explore potential solutions for every issue. Finally, insights are prioritized into critical, high, medium, or low categories to guide effective action.
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It’s time for final presentation!
Once the sheet is loaded with rich qualitative data, our next step is to transform it into a clear and visually compelling format that’s easy for the client to grasp and appreciate.
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This is just the beginning! These insights will pave the way for us to revamp the application, turning it into a more intuitive and user-friendly experience.