Project Overview

Project Type: A/B Testing & Quantitative Research

Role: UX Researcher (Lead)

Team: UX Designers, Product Owner, UX intern, Data Analytic

Organization: Birbank Mobile App

Product Area: Personal Cabinet - Cash Loan Debt Display

Tribe/Squad: Customer Digital Experience / Personal Cabinet

Background

Users of the mobile banking app were experiencing confusion interpreting the displayed cash loan debt amount in the personal cabinet. We designed an A/B test to determine which display format—Version A ("3020 AZN") or Version B ("-3020 AZN")—better supports user understanding of their cash loan debt.

Research Goals

• Evaluate how clearly users interpret the cash loan debt amount in Version A vs. Version B
• Test if integrating a negative sign improves comprehension
• Assess potential impact on reducing call center inquiries related to debt balance misunderstanding
• Gather user suggestions to improve debt display clarity

Research Approach

Methods:

• A/B Testing via Useberry
• Push notifications for recruitment
• Quantitative survey-based analysis

Participant Segmentation: