Project Overview

Project Type: Moderated Usability Testing & Qualitative Research

Role: UX Researcher (Lead)

Team: UX/UI Designer, Product Owner, Data Analytic, UX intern

Organization: Birbank Mobile App

Field: Credit Card with Installment Feature

Background

Birbank Cashback's new design aimed to provide a more transparent and user-friendly interface for debt management and balance increases. Given the complexity of financial products and terminology, we conducted in-depth user research to ensure the new design is intuitive, understandable, and accessible to all user groups.

Research Goals

• Evaluate discoverability of key debt payment buttons:
  • Grace period payment
  • Interest-accrued debt
  • Interest debt
  • Installment debt
  • Increase balance
• Assess user comprehension of notice texts (e.g., invoice status, fines, late payment)
• Test understanding of enforced debt payment sequence (e.g., grace debt before interest)
• Evaluate clarity of pop-up restriction messages preventing payment actions
• Test understanding of terminology like "dəbbə" (daily overdue fee)
• Analyze comprehension of daily interest and fine calculations shown in brackets

Research Approach

Methods:

• In-depth semi-structured interviews (online)
• 9 Useberry tasks simulating real scenarios