Guerrilla Testing Unveils User-Friendly Finance
Context:
During the transformative wave of the pandemic, digital media emerged as a dominant force in reshaping financial transactions, particularly in India. The conventional exclusive domain of banks for money transfers gave way to an ecosystem of applications. Everyone was marching towards digitization, so the Axis Banks Design Team undertook a mission to redefine the user experience for ‘fund transfers.’
We saw the need to make transactions smoother and connect with users more deeply. The UX Research Team of Axis Design Lab (ADL) implemented Guerilla Testing as an essential method to achieve this goal.
Research Goal and Methodology:
Guerilla Testing is a unique and cost-effective method involving real users interacting with prototypes or websites in everyday scenarios. Instead of recruiting a predetermined audience, participants are approached in public spaces, providing authentic insights within brief 10–15 minute sessions.
The main objective of the test extends to identifying specific preferences and providing insights into the features and design elements that resonate most effectively with users in the context of financial transactions.
The Research
Cities like Mumbai, Bengaluru, Delhi, Pune, and Noida witnessed the team’s two-day journey, where researchers approached random individuals in malls, parks, streets, and local businesses. On what initially seemed straightforward, our teams faced unexpected challenges while independently conducting interviews in these diverse settings.
Among several tasks requiring testing, we prioritized the two most significant ones.
First, users chose between terms like ‘Pay Later’ or ‘Schedule’ for deferred payments. The exploration delved into current payment app preferences, reasons that guided their choices, and intriguing features they observed. The second task navigated the maze of payment modes — IMPS/NEFT/RTGS — presenting options both visibly upfront and as a bottom stagger upon click.
Major Observation:
Despite occasional hesitations from respondents, most showed kindness and patience, contributing valuable insights. The interviews allowed flexibility, unveiling a spectrum of user perspectives.
The team learned that some users prioritized aesthetics, others functionality, and some valued visual confirmation. A subset of users favoured familiar terms, such as ‘Pay Later,’ influenced by their prior experiences with other applications, over the term ‘Schedule.’
A few others showed concern regarding the factor of time on task and how it may affect their decision-making. Some users hailed safety as a crucial concern for their decisions.
Conclusion:
The study taught us that a universal solution is impractical; instead, nuanced approaches should align with diverse user understandings and patterns. Whether it be a focus on aesthetics or functionality a balance between the two is paramount.
The study illuminated the need for adaptable solutions that resonate with most users, acknowledging the importance of considering various user patterns and preferences.
Ultimately, the learning from this endeavour lies in the realization that successful design is a dynamic and personalized journey, finely tuned to the intricate symphony of user needs.
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Author: Saad Ahmed
