I am going to run a user testing for a bank in order to evaluate ''be our customer'' flow. Which starts with collecting basic information then connecting with a representative to finalise the application. The flow is very simple, it has only one CTA for each screen and dropdown selection & basic input text fields to collect information, hence I believe task completion rate etc is not right criteria to focus. I would like to investigate how the logic of questions to collect basic information laid on the flow and how confident the user to give information on that flow to be a customer. What type of methods you would do?
Since you are basically testing for motivation and how the logic of the questions matches up with the mental models of the users, a basic paper form will still do the job.
An higher fidelity of this approach will be to use a basic HTML form and then install Hotjar to do a form field analysis. The insights this will give you include "time spent on field", "blankout rates" e.t.c
Visit here for more data points Hotjar offers: https://help.hotjar.com/hc/en-us/sections/115002610667-Forms
"be our customer" - the account creation process itself or the use of the service - can have a comprehensive client decision-making process:
- economic considerations?
I think it's worth focusing on quality in this case. Suppose there are 60-70 banks - why did the customer choose this particular one?
The possible methods are:
- One-on-One interview
- Focus groups
- Record keeping
- Process of observation