Identify key usability issues with the site navigation and home page.
Find out the visual styles that users prefer among 4 design proposals.
Research Methods and Activities
We conducted usability studies with 7 SinoPac’s customers and 3 potential customers from age 24 to 65 in person in a week.
At the beginning of each study, we asked users to fill out a short questionnaire to understand their financial habits and behaviors (e.g. when do they use banking websites, apps, go to branches, call customer service)
We prepared 11 task scenarios on laptop and 2 on mobile. Users were instructed to follow think-aloud protocol. We recorded the screen and webcam with Camtasia.
We asked open-ended questions to understand their motivations, behaviors, needs and pain points using banking websites.
We invited users to make their own version of the website with color copies of content areas to understand how they think and what they really need from the website.
We prepared A3 color copies of the 4 design proposals to find out which visual styles users prefer based on first impression.