Chase eBills usability testing

UX researcher

Pay all you bills inside of your online banking system

eBills was a new feature Chase would offer. The difference between eBills and their existing electronic bill paying feature was that eBills would show all the billing details and allow the users to manage their bills without monthly paper billing statements. Chase customers could use Chase bill pay website to activate, receive, review, and pay eBills. Our team was in charge of the second round of usability testings for eBill and our mission was to identify usability issues then refine the design. As this study was under NDA, I will only show the process of our study here.

Offer something new can be risky

If you ever used online banking, you might be just like me, complaining their user experiences when couldn't find the thing you need. It is your money, you have every right to be mad. The Researchers at Chase are fully aware of that and are trying to help by offering more features. However, adding new buttons to an already complicated interface was risky.

Our mission was to test eBills on existing Chase users, identify the usability problems and understand if users would have any issues perceiving the new feature that Chase was about to offer.

Identify the right problems

Meeting with our clients

“How can we make sure users understand what is happening in this already complicated system? “ asked our clients.
As you might know, Chase have a quite muted color pattern, and that just made it more challenging for designers to communicate the new features better. We met with our clients several times trying to identify their real pain points.

Plan out the study

Conduct usability testing

We conducted moderated, 90 minutes long, one-on-one usability tests with five participants using the Chase.com eBills prototype. Three of them were experienced with online banking but never used it to pay their bills online. The other Two had experiences with online banking bill payments. Morea and Sliverback were used to record the testing sessions.

Data analysis

We collected quantitative data about successful rates and ease-of-use ratings and also qualitative data like quotes, comments, and observations. Note-takers and the moderator were provided with forms that included what to track and the follow-up questions. After each testing session, the note-takers and moderator entered their data into a data collection spreadsheet. Later reviews of the session recordings were used to add quotes and timings for video clips to the data collection spreadsheet.

Presentation

We presented our findings to researchers at Chase and delivered a full report of the usability study. Hopefully we can use the Chase eBills feature very soon!