Checking Accounts User Research

Checking Accounts User Research

😀 Background

Central Bank is redesigning the checking account opening process on the website. The first step was gathering feedback from customers as they explored our design options. The test focused on understanding user preferences and gathering feedback to improve the overall user experience when exploring checking accounts.

💡Understand

Evaluate 3 designs in the wireframe stage. The designs show the checking accounts landing page on the personal banking side of the website.

✅Verify

Measure user satisfaction for each option: Gather feedback and ratings

🤝 Roles

User Researcher

UX Design

UI Design

Prototyping

🛠️ Tools

Figma

Userlytics

Miro

💻 Process

  1. Research
  2. Wireframe
  3. Prototype
  4. Test
  5. Make changes
  6. Test again

📋 UX Research

✏️Wireframes

Design Options 1, 2, and 3
Design Options 1, 2, and 3

🗂️Affinity Diagram

Affinity diagrams are a valuable tool for organizing the data you've gathered. This approach aids in identifying key themes from your research without the need to painstakingly encode qualitative responses, a practice less essential in industry compared to academia and one that can consume more time.

Process

  • We grouped things by task and design screen. Each note was color-coded to the participant.
  • We further grouped the data into categories by feature and account type.
  • Once we found common themes from the interviews, we collaborated to bring the data together and agree on what we'd learned. These insights became the starting point for our initial ideas, which we later fine-tuned into recommendations for the team.

✨Takeaways

  1. The Filter design was the highest rated by users.
  2. The filter was a “delighter” feature for 4 users.
  3. A majority of users understood the functionality of the filters
  4. Users thought the vertical scroll was the most modern.
  5. The vertical scrolling was a delighter for 5 users.
  6. The carousel would be a good option if we want to stick with a more familiar look.
  7. Overall the tabs did not resonate with users. The Premium tab didn't really have meaning other than being higher priced.
  8. 40% of users didn't see "Help Me Decide". 20% were confused about the label.
  9. 10/15 said the card order didn't make sense. The same group felt that an order from price low-to-high or high-to-low makes more sense.
  10. Most users said “no fees” were the most important thing about a checking account.
  11. Users want to see all fees clearly stated and understand the specifics of what will trigger a charge.
  12. 8/15 voiced that they would need to see a comparison chart/feature

✨ Recommendations

These were some of the top recommendations:

  • Keep fees transparent and visible
  • Simplify the user journey so it's easy to dig into the details
  • Move the "Help me Decide" link just below the account options so it's more visible. Use more descriptive labeling.
  • Order our accounts from either highest to lowest or lowest to highest monthly fee.
  • The comparison table should be of high importance to make user-friendly and accessible.
  • Use more specific language for account features.

🤔Further Research

The research did not determine a clear winner, therefore we will continue with further testing. Based on the insights, we narrowed down the designs to 1 and 3.

  1. Send a survey to determine the best filtering options
  2. Run a survey to determine the clearest language for account feature descriptions
  3. Run a usability test with high-fidelity prototypes of designs 1 and 3