Introduction
Hello, I’m I Gusti Ngurah Eka, an employee and a UI/UX Enthusiast. The last few months, I attended an online UI/UX bootcamp called At Guidance.id. This report aims to show readers the journey of Usability Testing and the results of UT. If you want to check my case study here’s the link below:
About OVO
OVO is a smart application that provides online payment and transaction services (OVO Cash). OVO offers easy transactions without requiring customers to carry too much cash. One of them is enough to show the OVO application in which there is a cash or point balance. This application supports payments using scanned barcodes, phone numbers, and loyalty codes.
Background
This UT was carried out to evaluate the new design on several activity issues, including login, registration of OVO premiere, top up, and transfer of OVO balance to OVO account or bank account.
Objective
- Identifying user behaviors in login, registration OVO premier, top up, and transfer OVO balance to OVO account or bank account.
- Identifying user difficulties in login, registration OVO premier, top up, and transfer OVO balance to OVO account or bank account.
- Identifying whether the new design helps them do the task more easily.
Methodology
Qualitative Usability Testing
Sample Spesification
- OVO users who have used the OVO application and had last ran the application 1 month lately
- Male/Female
- 18–30 years old
- National Scale
Usability Testing
The UT process is carried out online using zoom media during the pandemic. Participants share their screens while using our prototype.
Prototype
The protype is made using Figma. To see the prototype OVO redesign app, you can access it here:
Task given
I asked the user to perform the following tasks. I do this by giving them scenarios, such as ”imagine that you are going to top up your OVO balance. What would you do in the app to top up your balance.”
- Login variant alternative with social media account (Facebook or Google)
- Top up OVO balance
- Register OVO Premier
- Transfer balance
Sumary insight
Task 1- Login preference
All users manage tasks easily and happily. They value alternative logins. Some users prefer to use google login the rest use phone number.
Task 2- Top up OVO balance
In this task the user usually recharges using the mBanking method and it is in the other methods tab. When I observed the user couldn’t find the tab they were looking for. They were confused and claimed not to recognize the method tab. It takes them 3–4 minutes to recognize the tab and continue on their way. On the virtual account page they were happy that we had a copy button for the virtual account the issue they had to note down or memorize the virtual account had resolved.
Improvement
In this task session we got a problem which confuses the user. The methods tab should be changed for the sake of the user. Instead of using tabs for each page I opted to use buttons instead.
Task 3- Register OVO Premier
When users enter this task, they cannot find the button to upgrade OVO premiere. It took them 2–3 minutes to figure out that OVO’s main upgrade banner is also clickable like a button. Once they click the banner, they follow the journey smoothly.
Improvement
The user got into trouble during the UT session because he couldn’t recognize the OVO premiere upgrade button. So to make it more obvious I decided to change the style of the banner with the upgrade button into it.
Task 4-Transfer Balance
Users complete tasks smoothly and easily. Feedback gives me that this design is clearer and cleaner they claim to like it more than before.
Summary
Based on Usability Testing, All users successfully completed all the tasks I tested. They can complete all tasks but in some tasks seem confused about something. Some users can’t recognize the previous upgrade button and some of them can’t recognize the method tab either. So I made some improvements based on the UT results. The good news is, some users told me that they found it helpful for my idea that I gave them to copy virtual account numbers to make their task in the mobile banking app easier. Feel informed with the modified instant debit card addition transfer above.
