Usability Test Report: Wallet Application
Problem Statement, In-Person Usability Test, and Results
Project Journey
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Project Overview
After analyzing user behavior over three months, we found that 35% of users who add money to their wallets never actually use it. This usability test identified the frictions preventing confident checkout and validated design changes that improved completion rates.
Duration
3 weeks
Role
UX Researcher
Tools
Usability Testing, Google Analytics, User Observation
Team
Research team
Project Goals
Identify the frictions that prevent confident checkout and validate design changes that improve completion rates for wallet transactions.
Problem & Research
Problem Statement
A significant portion of users add funds to the wallet but do not complete transactions. Analytics show hesitation at payment confirmation, confusion about where the wallet can be used, and sensitivity to unexpected fees.
A. Analytics Analysis
Analyzed user behavior over three months, finding that 35% of users who add money to their wallets never complete transactions.
Analytics data and user behavior patterns
B. Usability Testing Setup
Conducted in-person moderated sessions with 12 participants who previously added funds but did not complete payments.
In-person usability testing session
Research Methods
- Google Analytics analysis over three months
- In-person moderated usability testing sessions
- User behavior observation and interviews
- Post-change analytics tracking
Key Insights
- 35% of users who add money never use it
- 42% drop-off rate at payment confirmation
- 58% of users hesitate at checkout
- 33% abandon due to unexpected fees
- 25% check balance after attempted payment, showing lack of confidence
Solution & Design Process
Solution Concept
Implement design changes focused on enhancing feedback mechanisms, improving fee transparency, and increasing merchant visibility to address user hesitation and lack of confidence at checkout.
A. Findings Analysis
Identified four key issues: hesitation at confirmation screen, backing out due to extra fees, lack of trust in transaction success, and unclear merchant options.
Usability test findings and observations
Key Features
- Clear confirmation messages post-payment
- Visual indicators for transaction success
- Upfront fee breakdown before checkout
- Where to Use Wallet section
- Location-based merchant suggestions
Design Process
- Analytics analysis to identify problem
- In-person usability testing with target users
- Finding identification and prioritization
- Design change implementation
- Post-change validation and tracking
Impact & Reflection
Key Metrics
Quantitative results from user testing and feedback
Reflection
The usability testing revealed critical friction points that analytics alone couldn't explain. The design changes effectively addressed user hesitation and lack of confidence, resulting in significantly improved transaction completion rates. However, it's important to note that bug fixes also contributed to the improvements.
Next Steps
- Continue tracking drop-off rates at checkout
- Gather qualitative feedback through surveys
- A/B test different confirmation feedback mechanisms
- Explore personalized incentives to increase wallet transactions
Design Gallery
Explore the complete visual journey and design process
Analytics Analysis
Usability Testing
Design Gallery
Explore the complete visual journey and design process
Analytics Analysis