I have run usability testings, analyzed the data and written the reports for multiple VISA websites and applications. Usability testing for prepaid card responsive website is one of them.
Background: A number of people still do not have a bank account, but they need to use a prepaid card to get their salary or use it online. Some other people who have a bank account use a prepaid card to help gain control of their finances or give it to their children as allowance. VISA product team initiated a project of a prepaid card platform for customers to activate and manage their VISA prepaid cards. They asked our UX team to see if it works for users.
Research strategy and preparation: Since the prototype is ready to test, we conducted usability testing for its mobile site and desktop site. We made credit cards as prop for testing. Other than that, we designed a recruitment questionnaire using Qualtrics.com and posted the link on Craigslist. The questionnaire itself screened out some unqualified response.
Testing method: Think aloud
Sample of main findings:
- Successful task completion rate
- Activation card function are initially off screen (see following picture as an example) on mobile site.
- Users are confused with actual balance and available balance.
Sample of design recommendations:
- Move activation button on the top of the screen (see following picture as an example).
- Move the explanation of the terminology out onto the screen or rephrase the terms.
Result: The product team are very satisfied with our research. They followed our design recommendations. After finishing this project, they offered another project for us to study.