Benchmark
International banking benchmark
Working together with the UX Alliance, a global network of leading independent User Experience companies, I conducted a banking benchmark to compare best practices of banks around the world.
My role
- Collaborated with UX researches globally
- Identified key features and functionalities of local banks
- Scored banks against the UX Alliance methodology
- Analysed the data and identified opportunities
- Compiled data and visualised findings into a report
Banks were scored against a set of heuristics, i.e. Learnability, Operability, Stimulation, Product fit, and Look and feel.
Along with the heuristic score, basic features and functionalities that a banking app requires were identified as well as features that make a banking app exceptional.
I compared the scores of the banks from the previous years that I conducted the same benchmark to present their performance over 3 consecutive years.
Each banking app was scored for their overall usability and functionality.
In the report I identified the top 5 ranking apps and addressed their ranking in detail.
Each researcher was tasked with providing screens and descriptions that identify key features and functionality to help illustrate their allocated score.
Translations were provided as needed. At times I used Google translate to better understand the screens or worked with the other researchers to better understand their translations.
I consulted other researchers for validation in order to avoid any biases and identified that FNB ranked in the top 5 for 3 years in a row.
What I learned
- How to collaborate with multiple researchers from various countries.
- The basic features and functionality that a banking app requires in order to aid users in completing their banking tasks.
- French banks are amazing because all banking takes place online – there are no physical branches for the apps we scored, opening and closing accounts are easy and seamless.