International Money Transfer with Samsung (User testing)

OVERVIEW

As part of Money Transfer project where Travelex partnered with Samsung to deliver International Money transfer service within the Samsung Pay app, once the staging version of the app was available we undertook user testing, findings of which we later shared with key stakeholders and the Samsung team. While majority of the issues we recorded were of no surprise to us (and had been discussed before the testing took place) there were a few that we would have not discovered if we hadn’t tested the app with real people. I have outlined the process of what we did below.

Prior to this we had engaged with a market research company, which based on our brief sources the participants in the United States.

Objectives

The key objectives of this user testing were:

PRIMARY:

Gather evidence about how well users complete tasks using the app
Capture feedback around the design, structure, content, language, messages and tools
Identify and describe any usability issues encountered
Propose practical solutions and recommendations for improvement

SECONDARY:

Gain an understanding of how the target audience will interact with the IMT (when, where, how, platforms, tasks, problems, barriers)
Address what users want from the service, including what would encourage them to use it regularly or recommend to a friend or family member

2. What we did and who we spoke to

We spoke to 6 US based customers. Each testing session lasted ca. 1 hour per participant and consisted of the following parts:

Part 1: Pre-test questions we used pre-test questions to gain some information about the participants and their background, as well to learn about any

expectations they may have about the service and their previous experience with similar type of services.

Part 2: Task based usability test we provided the participants with 4 tasks to complete

3. Testing

USER TESTING OF BETA VERSION IN NEW YORK CITY

As we didn’t receive any data from the user testing from Samsung, we decided to carry out our own user testing. We engaged a market research agency to recruit US based participants and we flew to New York City to conduct the test. We spoke to 6 participants and uncovered a number of insights. Majority of the issues we saw were something we were not surprised about but there were some that we didn’t think we would have discovered if we hadn’t spoken to the real users. Below is an excerpt of a conversation with of the participants*.

*) This participant provided consent for the recording to be shared.

4. Key insights

I have collated all the issues encountered by our users and divided them into four categories: critical, serious, minor. Below are four selected critical insights along with a UX recommendation I put forward to resolve these problems.