RESEARCH
Research (User Survey)
I conducting a behavioural survey on the transaction history feature of mobile banking in Thailand to analyze user experience and problems. In order to create an app that outperforms competitors, I made the decision to gather all the concerns users have with Thai mobile banking. This survey has received about 104 responses.
I began by learning about the issues people in Thailand have with transaction histories on mobile banking. So I conducted three research.
Competitive Analysis
Competitor analysis gave me insight into the design of other apps. I started to analyze the mobile banking that I and the people around me use.
Research (Interviews)
I interviewed 5 Thai bank mobile banking users (two of them primarily uses KMA) to get qualitative data about their motivations, experiences, problems, and what they encountered when using the transaction history.
- Visit transaction history about 1-2 times a week. They don't use it frequently because they believe it is not very useful.
- Using transaction history to write expenses and income trackers.
- Should display transaction information more clearly (payee, transferee, account number).
- Type a brief list of memos, such as what you pay for.
- Type a longer list of memos. When having to send the transfer slip to others, such as paying for water and electricity to the condo staff.
DEFINE
User Journey Map
Scenario: She wants to know the details of her transaction history on the KMA app.
User Persona
Competitor analysis gave me insight into the design of other apps. I started to analyze the mobile banking that I and the people around me use.
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HOW MIGHT WE
- HMW make it easier for users to access the transaction history page.
- HMW make the transaction history page more useful for users.
- HMW help users more easily track their spending on the KMA app.
PROTOTYPING
A/B Testing
Because the financial terminology is complicated. So I prepared two sets of words that have similar meanings. Then do the same test as before, just change the words on certain pages. to see if changing words affects user performance. Which word would be the most effective to use?
Usability Testing
Conducting usability testing using Maze with my mid-fi prototype, there are 3 tasks for the interviewee to do.
- Make a transfer and add the expense category and make a note of the spending.
- Change the expense categories and note on transaction history page.
- View the expenses summary page.
The heat maps helps pinpoint where users are confused. This will allow me to modify the design to make it more suitable.
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Design Solution
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MY LEARNINGS
- Learn how to design effective surveys and conduct quantitative research.
- Learn how to do interviews to get the most out of your users.
- Practice makes perfect with the UI tool.
- The more tests I do, the better results I will achieve.
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