(SIDEHUSTLE) User Research and Documentation.

UBA is one of the leading and most recognised banks to originate from sub-Saharan Africa. UBA has growing operations in 20 African countries, the UK, USA, UAE and a representative office in France.

BACKGROUND

For this particular user research project, we are very focused on two main areas: 1. We want to understand the reasons behind why our customers don't enjoy using the Mobile Banking App, and to gather a deep understanding of the journey people go on from when they think of this need, to when they are Implementing them; 2. We are interested in learning how customers currently use our product, and any pain points or problems they are experiencing.

RESEARCH OBJECTIVES

Discover people’s end-to-end journey when considering, purchasing and using Mobile Banking App.
Uncover the current process people undergo when considering, purchasing and using Mobile Banking App.
Identify the competitive landscape of what additional products customers are currently using, and why.
Evaluate the current product, and any immediate pain points, or bugs, customers are facing.

BUSINESS OBJECTIVES

Customer satisfaction rate (measured by: System Usability Scale).
Customer retention rate.
Understand competitors.
New users creating an account & logging in.

RESEARCH SUCCESS PROCESS

All the objectives listed above helped the team z-product-design-1 in selecting questionnaires method in collecting data from both existing and potential customers (Users). A Google form was shared out randomly on social media and to friends.

Participants; no=31

11 Are currently using the UBA Mobile Banking App

19 Are currently not using the UBA Mobile Banking App

GENDER: Mixed

Questionnaire and Answers Guide

These are the questions on the questionnaire;

Do you use UBA's mobile banking app?

YES: 11

NO: 19

NIL: 1

Would you say your experience with the app has been satisfactory so far?

YES: 6

NO: 8

I DON'T USE UBA'S MOBILE BANKING APP: 17

How many other mobile bank apps have you interacted with?

1 Mobile Bank App: 8

2 Mobile Bank Apps: 15

3 Mobile Bank Apps: 7

Which mobile app do you enjoy using the most?

ACCESS BANK: 4

FIRST BANK: 4

GTBANK: 5

KUDA BANK: 4

OPAY: 2

STERLING BANK: 1

UBA BANK: 5

UNION BANK: 1

WEMA BANK: 1

ZENITH BANK: 2

NONE: 3

What features do you enjoy most about the mobile banking app you've selected?

There were many features that were chosen individually which were; fingerprint transactions, easy and fast transfers, low fees and charges, bill payments, QR payments, electricity token retrieval.

What other features or improvements can be added to improve your experience with the UBA mobile app?

The features chosen were; QR Payments, Virtual cards, Electricity token retrieval, Blocked card.

Link to the data collected: drive.google.com/file/d/1ioUa_7olnuUZ2oQxqC..

CONCLUSION AND SUMMARY

It was observed from the google form shared with users that both the UBA Mobile Banking App users and none UBA Mobile Banking App users answered the questionnaire and we also observed that many liked to use the UBA Mobile Banking App but they are now using other Banking App because of the most desired missing feature on the UBA Mobile Banking App.

So, I and my team decided to create a replica of the UBA'S Mobile Banking App implementing(adding) the desired features for the users to enable them to make their interactions with the App seamless and enjoyable.

Added features were: QR payments, Virtual card, Electricity token generator and Block my Card.