Client: ING

Electronic banking
development (My ING,
usability testing + eye tracking)

Summary

First, we verified the perception of the introduced changes in the interface of the transaction system and the mobile application “My ING”. Next, we prepared recommendations for improvements in the implementation of the changes. The suggested changes would result in providing bank’s customers with a world-class UX.

Sector

Banking

Our role

Eye Tracker Testing

Qualitative Testing

Challenge

Verification

of customers’ perception

of changes

Our main challenge was to verify the users’ impressions towards the changes in the interface of the transaction system and the mobile application.

Result

World-class UX for banks’s customers

We have verified the users’ impressions caused by the changes in the transaction system and of the mobile application “My ING”. We conducted the research using videos and eye tracking, as well, as error hierarchies. We recommended the implementation of improvements to ensure a world-class UX for the bank’s customers.