Company:
Dom & Tom
Role:
UX Lead and Product Designer
Project Type:
Mobile App
1 Lead UI Designer
1 Project Manager
2 Mobile Engineers
1 Client Manager
1 Client
This client has been with the agency for a few years. When I started working on the account, I was tasked with assisting the existing team to update the UI of the mobile app and prepare it for beta testing. We explored a few options with the client, and they decided on a UI that felt more modern and friendly but had a more traditional blue color scheme that was identifiable with financial institutions.
Before the release, we guided the client through a round beta test to ensure the product fits the market. As UX Lead, I spearheaded a longitudinal study where testers used the application in their everyday life for two weeks and journaled about it. Given that this application's success will be measured mainly by how effectively it integrates into the fabric of its users’ lives, it was appropriate to learn about more than just the usability or emotional response to specific flows but whether or not users would choose to adopt it long term, and why.
12 participants: 3 from each of 4 user personas
• Young Professional (M or F)
• Working Single Mom (F)
• Stay-at home/part-time WFH Mom (F)
• Almost Retired (M or F)
Rewards
• $50 upon onboarding
• $50 halfway check-in
• $50 upon exit interview
Study Execution
• Conduct an internal pilot study to test our study design and related materials
• Onboarding session
• Once-daily journal in Google's Forms or Typeform
• Daily reminders (as needed) from the D&T facilitator to the participant via email or SMS.
• Post-study exit interview
The OpinionShield mobile application had a warm response from users, who clearly understood the app's overall purpose and usability. Users generally trusted the application and were already accustomed to linking their financial accounts based on other app experiences. However, user trust eroded when encountering application bugs. Recommendations were presented and made before the market release for features that were unclear to users.
Sign-in Screen
During user testing, we noticed that users became unsure when creating an account when confronted with the sign-in/create account screen. We redesigned this screen to make the Create an Account button more prominent.
Connect Account Screen
The original search in the connect account screen would return many bank/credit variations for the user to scroll through. Most users got frustrated and wanted to drop off. To simplify this process, we surfaced the top 10 most popular bank and credit card companies to the user but also allowed the user to search if needed.
Transition and Loading Screens
While users generally found the app easy to use, the need for messaging and transitions during wait prolonged times and connecting accounts caused uncertainty and confusion. We added two instances to communicate to the user that the app works while waiting to alleviate the unknown.
Nearby Landing Screen
The original landing screen for this tab was a map surfacing nearby businesses with their OpinionShield rating. First-time users needed help understanding the map or what to do with it since they expected to start rating transactions. To help clarify this feature, we created a curated search screen to give context to the nearby section.
Tooltips
Users must verify the business location they visited when they rate their transactions. Looking for businesses with multiple locations crowded the search tool during testing. As a result, we added a tooltip instructing the user to enter a location or refine a merchant name if they didn't get any results.
