FSCS

Rapid usability testing of a multi-touchpoint journey

The Financial Services Compensation Scheme (FSCS) is an organisation born out of the financial crisis of 2008 and is designed to make sure they are able to help customers, when things do not go to plan for large financial organisations. They are the compensation fund of last resort. They protect Banks & Building Societies, Credit Unions, Insurance and more.

Brief

We ran several rounds of rapid testing with 5 users in the morning for 45 minute sessions.  These sessions could be shorter as the prototype idea we were testing was small in size with only 5-7 screens of the process.  Crucially we had ensure we were very hands off during moderation to allow the participant to read through the A4 postal letter they would have received from the FSCS informing them of their unique 16 digit code to enter into the website along with other relevant personal details.

FSCS Screenshot

Activity

We ran several rounds of rapid testing with 5 users in the morning for 45 minute sessions.  These sessions could be shorter as the prototype idea we were testing was small in size with only 5-7 screens of the process.  Crucially we had ensure we were very hands off during moderation to allow the participant to read through the A4 postal letter they would have received from the FSCS informing them of their unique 16 digit code to enter into the website along with other relevant personal details.

Results

The study revealed many important facts about how customers use the FSCS website, as well as how certain screens in the proposed journey were not intuitive enough, given the wide audience and demographics that the site needed to support. Changes were made, not only to the website, but also to the A4 letter to ensure the two channels were working well together. The initial round was so successful that the FSCS booked in a further round a few weeks apart to cover off an additional Agile sprint and made sure that the changes we proposed were well received. Agile reports were created and provided less than 24 hours after the testing had been completed.  This allowed for a fast turnaround time between findings and updates to the design.

 

 

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Danny Weston - Client Services Director
Danny Weston
+44 (0)20 3828 8363