DBS PayLah! App

Usability Testing

Brief

Evaluate the PayLah! App with actual users, identify user experience issues and recommend solutions where required.


What We Did

Usability testing


Approach

Conducted usability testing with eye-tracking on 12 participants, all of whom were between 20-35 and frequent users of iBanking or mobile banking. Participants carried out tasks on the mobile app to identify areas of improvement on the user interface. Users were asked to complete a set of tasks while the moderator observed the user's actions and eye movements, after which the user watched a replay of their experience and discussed issues and potential solutions with the moderator.


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