User Testing - AIB Online Banking Application

When AIB were redesigning their online banking service, feedback from REAL users was imperative. AIB wished to gather target customers reaction to their new branding, functionality and proposed methods of displaying offers within the online banking environment. Frontend conducted focus groups early in the process to gather perceptions and opinion, followed by target user testing to assess usability and design effectiveness. 

Focus Groups allowed us to gathering feedback from customers and stimulate discussion on several different design concepts. We conducted a number of sessions with groups representing different target customers. All findings were used to guide design development.

User testing was conducted on a prototype of a more developed design. Participants included both Irish and foreign nationals living in Ireland (a key growth area for AIB). The prototype simulated key task flows allowing us to evaluate design effectiveness. While primarily focusing on usability, we also examined reactions to offers presented, functionality and the new visual identity.

Feedback gathered from both the focus groups and user tests allowed Frontend to make clear recommendations on how to improve usability, maximise their brand message and the most appropriate way to present offers to users in the online banking environment.