Project Overview

Project Type: Unmoderated Usability Testing & Quantitative Research

Role: UX Researcher (Lead)

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

Organization: Birbank Mobile App

Field: Transfers Page (C2C, transfer to friend, Internal Transfers, Zolotoya Korona)

Background

The Transfers page is a critical part of the mobile banking app, enabling users to send and receive money across various channels. Following a redesign, we conducted usability testing to evaluate if the new structure made key operations easier to find and utilize, especially for complex flows like Zolotoya Korona (ZK) transfers.

Research Goals

• Evaluate ease of finding and using:
  • Transfer to any card (C2C)
  • Transfer to a friend (Birbank customer)
  • Between my cards and accounts
  • Receiving money via Zolotoya Korona (ZK)
• Identify usability gaps and interface confusion points
• Test the new page's ability to reduce user errors and drop-offs

Research Approach

Methods:

• Unmoderated usability testing - quantitative research
• Remote testing via SMS and push notifications
• 5 tailored versions of the test for different user segments

Participant Segmentation:

• Total users tested: ~1000 across versions
• Segments included:
  • Active C2C users
  • Users who transferred to friends
  • Users of internal transfer feature
  • ZK transaction recipients and non-recipients
  • UX specialist subgroup for expert evaluation