Question:
Describe the aims, method,results and evaluation discussion of HSBC?
The main aim of this report is to define the re-prototype mobile app for HSBC bank. In the mobile app of HSBC bank, developer included various functionalities according to the user demand such as money transfer, managing account, information of account etc. This report aims to describe the re-prototype of mobile apps of HSBC bank where developers create a new drop down button in their app for the user. Through this button, user of HSBC bank is able to access their previous recipients. Apart from that, this button allows user to review about their account at least one year with more control in design. However, user interface after re-prototype of the mobile app of HSBC bank reduce burden in order to use other tools where user find all relevant information about the bank.
Moreover, this report aims in making a comparison with the major competitors after re-designed the mobile app for HSBC bank in terms of ensuring that re-prototype version of mobile app for HSBC bank will provide greater advantage to the HSBC bank rather than their competitors such as Barclays, Citigroup Inc, The Royal Bank of Scotland, etc.
2.1 Experimental Design
In this report, researcher identifies problems of existing mobile banking app for HSBC. After identifying the problems of mobile banking app of HSBC bank, this report describes the relevant solutions that help in providing better user experience to the customer. In order to design this report and make the possibility of designing report, collected data and record that information. In order to improve mobile banking app for HSBC bank, identify the problems based on collected information along with the comparison of other banking app. In this report, describe the obvious advantage of re-prototype mobile app for HSBC that is practical base. Analyst of this report introduces confounding variables regarding re-prototype of mobile app for HSBC bank instead of describing artificially (Crowther and Lancaster, 2012). In order to support the feasibility of this study, analyst carried out the test result that mentioned in the Appendix part. This is the key advantage of this report because analyst provides the good understanding of the user of HSBC banking app that taken into the test (Hair and Money, 2011). User also provides right information because they were interviewed without going long distance. This procedure prevents the bias information in this report.
2.2 Participants
The main participants of this research were users or customers of banking sector in United Kingdom. Majority of participants that joined in the interview program were 18 to 24 years age. Most of the participants are working part time job and they uses bank services daily for various purpose such as buying things, recharge in their mobile phone, view status of their account, bill payment after buying products, etc (Dul and Hak, 2012). Apart from that, those participants mostly use mobile banking and internet banking for daily uses and main feature that important for the participants were management of payments.
2.3 Tasks
In order to test the mobile app for HSBC bank and re-prototype of it, following three tasks are chosen by the researcher such as –
2.4 Metrics
In order test the mobile app and rebuilding this mobile app for HSBC 10 types of matrices use in this report such as completion rate, problems of usability, task time, errors, expectation, task level satisfaction, conversation and single usability matrices (SUM).
2.5 Materials
In order to test the usability of mobile app of HSBC, different types of material used such as excel sheet of participant’s information, questionnaires, Inc browser, mobile phone, video calling technology, text messaging, etc.
2.6 Procedure
Following are the processes of usability testing of mobile app for HSBC bank –
|
No. |
Procedure Details |
|
1 |
In order to keep the details information that gathered from participants, researcher provides a unique ID for each participant that takes part into the test for mobile banking app for HSBC (Hesse-Biber, 2010). |
|
2 |
In terms of maintaining security of information that provide by participants and keeping it safe, all participants are asked for signing in a consent form in order to know that their personal information will be used (Lancaster, 2010). |
|
3 |
Phone was provided that includes with the mobile app for HSBC to participant (Leavy and Hesse-Biber, 2010). |
|
4 |
In order to test the usability of mobile app for HSBC bank, face-to-face interview was taken in terms of close observations (Lodico and Spaulding, 2010). |
|
5 |
For completing the test, observer will be tracking the taken time (Saunders et al. 2009). |
|
6 |
At the end of test, each participants provides there review about the mobile app of HSBC bank along with pros and cons (Magilvy and Thomas, 2009). |
|
7 |
After complete the test each participants will be faced a post questionnaires by the interview observer regarding usability test of mobile app for HSBC bank (Riege, 2008). |
3.1 Summary for Overall Findings
According to participant 1 named Harold, he was already participated in other usability test service earlier. He belongs from 18 to 24 years age and work part time basis in different companies such as ASDA, TESCO, ALDI, Toyota, T-Mobile, etc. The participant uses bank services that used by them daily basis for bill payment of buying products. The selected participant is the account holder of different branch such as NatWest, Santander, Halifax, HSBC, Lloyds, Barclays, The royal bank, Citigroup etc. Most of the participants use management payment features of mobile banking app. Gathered information displays that majority of participant uses internet banking and mobile banking method daily.
According to the Boris, it has been identified that the participant belong 18 to 24 years age and work part time basis in a company. He uses banking service weekly. The user is the account holder of a bank that belongs to his region north Europe. He used the internet banking, telephone banking and mobile banking methods of banking (Cooper and Schindler, 2010). The important features that used by the participant is manage transactions, manage payments, change pin, request duplicable statements.
According to the participant 3 named Rachel, he belongs 35 to 45 years age and self employed. He uses bank service weekly and he is the account holder of the bank service of Santander and Halifax bank. In terms of transaction, he used method of internet banking and mobile banking (Brody et al. 2009). Important features that used by the participant are manage transactions, management payments, change pin.
From the viewpoint of user 4 named Abdul, he is working part time basis and belongs 18 to 24 years age. He uses banking service daily for various purposes such as payment of buying products, account status checking, recharge in phone, etc. He is the customer of Santander, HSBC, Lloyds, NatWest and Halifax bank. Method of banking that used by the participant is internet banking and telephone banking (Decaro et al. 2009). He used two features such as manage transactions and manage payment.
Q1. Have you participate earlier for usability test?
|
Options |
Total Respondents |
Response No. |
Response Rate (%) |
|
Yes |
4 |
4 |
100% |
|
No |
4 |
0 |
0% |
Q2. What is your age?
|
Options |
Total Respondents |
Response No. |
Response Rate (%) |
|
18 – 24 years |
4 |
3 |
75% |
|
25 – 34 years |
4 |
0 |
0% |
|
35 – 45 years |
4 |
1 |
25% |
|
46 – 55 years |
4 |
0 |
0% |
|
Over 5 years |
4 |
0 |
0% |
Q3. What is your employment status?
|
Options |
Total Respondents |
Response No. |
Response Rate (%) |
|
Full time |
4 |
0 |
0% |
|
Part time |
4 |
3 |
75% |
|
Self Employed |
4 |
1 |
25% |
|
Unemployed |
4 |
0 |
0% |
|
Retired |
4 |
0 |
0% |
Q4. How often you used banking service?
|
Options |
Total Respondents |
Response No. |
Response Rate (%) |
|
Daily |
4 |
2 |
50% |
|
Weekly |
4 |
2 |
50% |
|
Monthly |
4 |
0 |
0% |
|
Yearly |
4 |
0 |
0% |
|
Never |
4 |
0 |
0% |
Q5. Which bank service you used?
|
Options |
Total Respondents |
Response No. |
Response Rate (%) |
|
Santander |
4 |
3 |
75% |
|
HSBC |
4 |
2 |
50% |
|
Lloyds |
4 |
1 |
25% |
|
NatWest |
4 |
1 |
25% |
|
Halifax |
4 |
2 |
50% |
|
Other (Please Specify) |
4 |
1 |
25% |
Q6. What type of method of bank service do you like to use?
|
Options |
Total Respondents |
Response No. |
Response Rate (%) |
|
Internet Banking |
4 |
4 |
100% |
|
Mobile Banking |
4 |
3 |
75% |
|
Telephone Banking |
4 |
2 |
50% |
|
In-branch Banking |
4 |
0 |
0% |
|
Other (Please Specify) |
4 |
0 |
0% |
Q7. Which features of bank service importance to you?
|
Options |
Total Respondents |
Response No. |
Response Rate (%) |
|
Manage Transactions |
4 |
3 |
75% |
|
Manage Payments |
4 |
4 |
100% |
|
Change Pin |
4 |
2 |
50% |
|
Request Duplicable Statements |
4 |
2 |
50% |
|
Other (Please Specify) |
4 |
0 |
0% |
3.3 Usability Issues
Balance Checking
When analyst provided mobile phone including mobile banking application to participant, majority of respondent insert wrong bank account number into the account number input bar of the mobile application. Therefore, it shows that wrong bank account number has been given. However, the respondents that provide right account number and click on the details button, they get information about their transaction but date of the transaction does not meet with the criteria of users. Following table shows the details of test 1 –
|
Options |
No. of Respondents |
Total Respondents |
Response Rate (%) |
|
Selection of Wrong Bank Account number |
2 |
4 |
50% |
|
Click of Details button |
1 |
4 |
25% |
|
Date of Transaction Incorrect |
1 |
4 |
25% |
Managing Transactions
When researcher test about the managing transaction over selected respondent, it was identified that majority of respondent provide wrong input into the mobile application. Apart from that, there are one respondent out of four unable to identify the button where he click after putting the account number into the mobile app. Here is the table of usability test 2 that shows the error over respondents during usability testing of mobile banking app for HSBC bank –
|
Options |
No. of Respondents |
Total Respondents |
Response Rate (%) |
|
Selection of Wrong Bank Account number |
3 |
4 |
75% |
|
Click of Details button |
1 |
4 |
25% |
Managing Payments
When the researcher test the usability of mobile banking app for HSBC bank, identify the several errors such as selection of wrong icon. For instance, majority of respondent press move money icon instead of transfer icon when they want to transfer the money to other account or other (Jin et al. 2009). Apart from that, there were majority of respondents who press transfer money icon when he or she intense to transfer money to other account. Moreover, respondent select wrong bank account number from which they want to transfer to other account. As a result, payment was unsuccessful for the respondents. Furthermore, some of the respondents input wrong standing order details into the mobile app that does not match with the exact standing order details.
|
Options |
No. of Respondents |
Total Respondents |
Response Rate (%) |
|
Select wrong bank account number |
0 |
4 |
0% |
|
Selection of wrong icon |
2 |
4 |
50% |
|
Selection of wrong bank account from which transfer the money into other accounts |
1 |
4 |
25% |
|
Input Wrong standing Order details |
1 |
4 |
25% |
3.4 Redesign Recommendations
Recommendations 1: In order to mitigate the problem of balance checking, developer of mobile banking app has to design two different search box with separated purpose along with large search button where the term “search” written instead of icons. Apart from that, search box need to be design for horizontal basis. First search box has to be interlinked with the second box. Second box has to be connected with the database of banking sector. Therefore, it helps the user in putting right account number for check the balance because after putting the account number user identify the bank owner of that particular account. Thus, bank is able to draw the attention of their customer and will be able to provide better service in terms of balance checking.
Recommendation 2: In order to manage the transaction via mobile app, HSBC has to design their app that directly link with the banking database. It will helps in drawing attention of the user when they enter wrong account number Apart from that, details button need to attached bellow of the search box. It helps in putting account number correctly without no hesitation because majority of mobile users uses touch screen phone in these days.
Recommendation 3: In terms of managing payments, HSBC or the mobile app developer of HSBC has to design with more user interface. For example, developer has to use word in button instead of icon. For example, replace word instead of icon for move money button. Need to include save bank details after putting information one time. It will help to feel free to user for putting bank details repeatedly. When the user make payment via mobile app, need to add only one box where they put pin number and after click in transfer of move money butting the payment will be successful.
This report produces the discussion of re-prototype of mobile app for HSBC bank. The existed mobile app has several problems and in order to identify the problems of mobile app of HSBC bank, researcher selects three different task including balance checking, managing transaction and managing payments. In order to test the usability of existing mobile app of HSBC bank, researcher uses 8 types of matrices such as survey length, survey time, acquisition, screening, etc (Kamath, 2009). In order to test the mobile app usability, researcher selected four respondents named Harold, Boris, Rachel and Abdul.
For collecting the information from respondents, researcher uses various materials such as Inc browser, questionnaires, email, text messaging, video calling, participant information sheet (refer to appendix), etc. Apart from that, common industry format for usability test had been maintain by the researcher in this report. Proper procedures had also been maintained such as signing in a consent paper for use of personal data into research paper, provide unique id to the respondents in terms of keeping the record separately, provide mobile phone including mobile banking app, etc (Park and Rim, 2012). In order to take place the testing method in a proper way, researcher observes the respondents and their operation with close watching. Total seven questions were asked to the four respondents according to the taken task and collect their review for report designing purpose (Qu, 2012).
After the interview, it has been identified that majority of the respondents belong 18 to 324 years age and work part time job in different companies. Apart from that, most of the respondents use banking service daily (Tang et al. 2008). Only one respondents uses banking service weekly. Majority of selected respondents use mobile banking and internet banking method for transaction as well as payment (Zhang et al. 2012). Some of them use mobile banking and internet banking service for change the pin.
From the three-selected task, it was identified that icons is the big problems. User presses wrong icons during managing payment. Majority of user type wrong account number from which they want to transfer their money into other account (Zhang et al. 2009). In order to reduce the problems, it is recommended that, designer of mobile app of HSBC bank need to re-prototype mobile app that will come with greater user interface such as use of word in button instead of icons, link the research box with bank database, etc.
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