Vestwell

utilized data from usability testing to inform design decisions; leading to IMPROVED USER EXPERIENCE THROUGH THE REDUCTION OF CLICKS ON LANDING PAGE.

Role: USER RESEARCH, UX/UI design, Usability testing

Overview 

Problem:

• Users need to be able transfer money to and from their account to pay bills, withdraw, and contribute money into their investments efficiently and without confusion

• Call center support is bogged down with questions on how to transfer money, make payments, and withdraw money.

• The transfer process can be initiated through a dropdown menu on the primary navigation, the callouts are hidden within the menu item, users have to look for these links.

Solution:

• Address user feed back with two design strategies:

  • Nomenclature- reconsider the naming and labeling of the “Transfers” callout to a more obvious naming convention

  • Callouts- reconsider the placement of the transfers callout based on where users expect the links to live on the Overview page.

Research

Tools

• Figma prototype

• Usabilityhub.com

Usability Test Results

• 83% mis-click rate when initiating the transfers process on the Overview page of the application.

• Qualitative data from usability testing indicated that users thought the labeling on the links was unclear, with quotes from indicating confusion on what the labeling means

• Users were asked to rank how clear the labels on the callouts for transfers were. On a scale of 1-5 (1=Very clear, 5=Very confusing), the results averaged at 3.8.

Data analysis

• Heat map indicates confusion in where users need to initiate the transfers process

• Heavily clicked areas show where users think links should live

Design

Usability Testing