citizens bank
Document center concept interviews
Citizens Bank was introducing a new concept to their user interface called a Document Center, which was designed to be a one-stop shop for each consumer to find documents like check images, account statements, terms & conditions, and other material. Before launching the product, I conducted one-on-one interviews with banking consumers on a prototype design and helped Citizens uncover early usability problems before they invested a significant amount of time and money in creating the final product. Among other things, users had trouble locating certain types of documents and were confused by the presence of a checkbox system that did not make much initial sense. Testing the prototype allowed Citizens to make substantial design changes before launching the finished product.
Eye tracking results on the Account Details page revealed that participants did not know where to look initially for the Additional Documents section.
Among the more positive findings in this study, participants had no trouble locating the Document Center from the My Accounts page.
navigation bar first click analysis
Citizens Bank's Online Banking Channels division was interested in implementing a new primary navigation scheme. I conducted an unmoderated first click analysis to ensure that the new labels were intuitive to users and that the navigation could be used correctly. A test of 150 users indicated that the vast majority of the navigation bar worked as intended, though testing did reveal that users had trouble locating the New Accounts and Services link.
Mobile app iterative usability testing
Citizens Bank's Mobile division was redesigning their mobile app from scratch; I conducted two separate usability tests to help them ensure that the new app would be as user-friendly as possible. The first test involved testing two wireframes that each had a different navigational paradigm. Paradigm A broke out the functionality and primary navigation of the app into “Pay Bills,” “Pay People,” and “Transfers.” Paradigm B consolidated the functionality and primary navigation into “Pay, Send, Transfer.” Citizens ultimately chose to move forward with Paradigm A, which I then tested in a subsequent usability test to uncover any last-minute issues prior to launch. Though the app performed quite well for the most part, last-minute issues I discovered included an Accounts page that did not display enough information, a money transferring process that was somewhat cumbersome, and several key features that were not optimally located.
Paradigm A was the winning navigational paradigm in the first iteration of mobile app usability testing.
The second iteration of testing involved a more fleshed out version of Paradigm A with colors, more features, and other aspects added to the prototype.