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A UK High Street Bank decided to offer online banking to all customers via PC & iTV. The uptake of iTV on this particular platform provider was 20% across the customer base, PC access was 60% plus. The bank had an existing Internet Banking site in operation, and no iTV operation.
The Usability Company recommended a tailor-made programme of testing for each of the platforms involved.
Sourcing the true users meant we approached existing users of the Internet Bank as well as general customer types. The Usability Company believes that to obtain a true set of analysis for any large project, 35 users across each of the platforms should be sourced.
Both tests were carried out in our lab facilities with experts facilitating and recording the results. A package for the Internet Bank included an expert evaluation of the newly proposed site as well as a "Task Evaluation" exercise with 35 users completing timed tasks across the site, which were benchmarked against pre-agreed timings for each activity.
Recommendations & Findings were delivered following 7 days of testing & strategic insight delivered in the form of edited video footage of the respondents, as well as the captured screen movements of each respondent, and statistical analysis of each timed task.
©The Usability Company 2002