User testing in Senegal and Madagascar
Microcred is building a self-service banking platform for its customers to access services through their personal smartphone.
The mobile app will be distributed in all African and Chinese subsidiaries markets. Ahead of the release we've built a prototype with Invision and organized 1-to-1 user testing sessions with 5 customers in Dakar (Senegal) in July 2016 and 6 customers in Antananarivo (Madagascar) in September 2016.
We wanted to better understand our customers and their expectactions toward digital services. All customers were small and medium business owners, already familiar with online banking and payment services.
We asked customers to perform following tasks:
- Open app for the 1st time and select language
- Create a password
- Check their current loan repayment schedule
- Apply for a loan renewal
- Transfer money to a family member
We observed customers interactions with the prototype, asked them to comment each step and express their feeling about the experience.This user testing session proved to be very successful and we received valuable feedback from customers. The mobile app experience cater their needs and is perceived of high value to save time:
"No need to queue anymore"
However, we still had some work to do on the content and wording.
