AIB: Validating Online Banking with Real Users

The Client

Allied Irish Banks (AIB) is one of the largest commercial banks in Ireland. It has provided a full range of personal and corporate banking services for over fifty years. As it evolves with the times, an increasing majority of its customers are accessing the services either online or through the mobile app.

The Challenge

With such a large number of its customers using either its website or app, AIB wanted to make sure both were providing the best possible User Experience. In order to do so, they wanted to initiate an ongoing programme of User Research through Usability Testing to validate their different Design hypothesis. It was critical that the Users doing the tests fitted their required Personas and were able to attend test locations around Dublin as well as in locations outside the capital. With all of these different User requirements, they required help with their recruitment process.

The Process

Graphic Mint was able to utilise our extensive database to filter out possible test candidates. In conjunction with this, targeted social media campaigns were run to ensure the criteria for the full User Persona was met. Once a final list of potential candidates was drawn up, it was then filtered and sorted to select the final test participants. Graphic Mint then followed up with the selected candidates to ensure they attended the tests on time, without issue and the day went smoothly for both them and AIB. Graphic Mint also managed the provision of the incentives for the candidates who participated in the Usability Testing sessions.

The Result

With Graphic Mint assuming responsibility for the participant recruiting, the team at AIB were able to focus on the tests and what they hoped to get from them. Furthermore, AIB were able to test and validate their Design decisions on a cohort of Users which matched exactly their User Personas. All of this helped to improve both the online and mobile app experience of AIB services following User-Centred Design principles.

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