We spoke to engagement customers and asked participants to complete three scenario based tasks while viewing a clickable prototype of the latest Accounts design. This enabled us to test the proposed structure of grouping accounts within a tenancy and monitoring of arrears through individual accounts.
You can view the User Research Script to learn more about the tasks we provided to participants.
In total we spoke to eight users across four engagement customers. The full list of the customers and users involved is displayed below along with the recording of each session.
All users successfully completed the tasks related to navigating the structure of accounts groupings and the individual accounts. Users were happy with the structure and information that was surfaced to them in order to allow them to manage accounts and their arrears. Some users highlighted the need for an ‘account creation’ date to expose the age of each account. Users also felt it would be good to archive accounts that had been settled so these could be retrieved if required.
When asking users to complete a task around the timeline, they struggled to complete the task without assistance. Users expressed that the timeline was very different to how it’s currently managed and that there was a lot of information and whitespace between the detail they would be interested in seeing when managing an arrears process.
Small changes will be made to the data surfaced for accounts and larger changes to the timeline view will be required to improve the usability issues highlighted by the participants.