Company
Beyond Bank Australia
industry
Financial Services
deliverables
Qualitative Research
Scene
During the Discovery stage of the Home Loan user journey analysis, we identified that before applying for a Home Loan, customers need to determine whether they are eligible for a home loan based on the available products. Integrating a home loan calculator with the website to meet this need created a new milestone touch point.
To ensure the effectiveness of our solution, we conducted two sets of user testing with a selected group of people. The first set of testing was conducted at the design stage before development with interactive prototypes, and the second with a fully developed application.
Mission
- Design and integrate a home loan calculator with the website that is connected to the eligibility criteria of the home loan products.
Journey
- Prototype interactive home loan calculator
- Conduct two sets of user testing with 10 people who met the user tester criteria: 20-50 years of age, In the market of buying a home, First Home buyers.
Research Findings
- Overall, the Home Loan Online Calculator was positively received by users and was easy to use with minimal effort.
- Users found it quick and easy to know how much they could borrow, and which products they were eligible for.
- Difficulty using the amount selector slider, especially on a mobile device.
- The error messaging needed to be clearer to indicate what steps to take to resolve the issue.
Outcomes
- Replaced 'sliders' with [+] [-] buttons for selecting amount increments of $10,000.
- Improved 'description content' to provide more clarity and guidance.
- Removed alphanumeric keyboard for numeric fields.
