Testing the Frame
This week, we began our first foray into user testing our redesigned applications. I conducted 6 interviews with men and women aged 25-33. I had each go through the exercise of completing three actions with my redesigned Wells Fargo application:
- Depositing a check
- Setting alerts
- Paying a friend
I began the entire redesign exercise with the intention of simplifying the existing application. It was apparently upon immediate analysis that the existing app had many ways to navigate to the same thing, making it unclear what was the quickest way to accomplish what you needed. I hoped to reduce that in my redesign.
However, I noticed from my very first user interview that, while there were a number of changes that I made which helped, there were small and big changes I had made that caused confusion and increased the time it took to complete an action.
In all, I had 8 key findings from my interviews:
- Top, center-justified logo gives the impression that it is clickable and should take users “Home”
- “Sign out” button on the bottom of each page sends message that Wells Fargo “wants user to leave the app”
- Deposit confirmation screen does not give enough confirmation
- While distinction of information included in both is clear the titles “Profile” and “Menu” are confusing
- + 7. Not understanding the mail or push notification icons
8. No sense of how to navigate to the action of Paying a Friend
There were also a number of ancillary learnings about the login page and some of the other functionality within the app that I look forward to also exploring in my next iteration.
There were a lot of learnings this week but the biggest was around how to conduct proper user testing. My first interview I sat directly next to my participant and I found that this made the interview more intense and conversational than I wanted. The next interview I stood behind the participant while they navigated the app. This was an awkward dynamic in some ways (as I hovered to see what they were pressing and what they were looking at) but ultimately led to much better insight.