Projects  –  Comarch Mobile App

Comarch Loyalty Management Mobile App

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CMA helps identify, register, reward and engage customers through highly personalized and real-time offers.

My role in this project was to conduct usability tests which will answer main design problems, then analyze data and preapre the report.

UX Research

Problem Statement:

The design team designed the loyalty application in line with the business requirements. Both functionalities and goals of the application were defined during workshops with business and analysts team. The study was aimed at determining whether the designed paths are intuitive and useful.

Challenges:

Find out whether the designed solutions are intuitive and clarify for users using loyalty applications. The application included both: already existing functionalisties and solutions that do not yet exist on the market.

smartphone

How do I want to achive our goal?

01

Discover

Usability testing
02

Define

Data analysis

Main research goals

  • Evaluating usability of functionalities
  • Finding out if users achieve their goals in the application
  • Identifying places in the application that could make it difficult for users to achieve their goals
  • Checking if the nomenclature used in the application is understandable
  • Identifying how users search for information in the application

Research methods

I decided to conduct qualitative moderated usability tests. The tests were attended by a moderator and an observer.

Research sample

The survey was conducted with 5 respondents. The respondents were users of loyalty mobile apps such as: Żabka, Rossmann, Biedronka, Good lood, Lidl, Deckatlon, Mcdonalds, Orlen Vitay. The respondents showed a very good command of English, one person is a Native Speaker.

Research flow

The study was divided into 3 parts due to the need to prepare prototypes (application before development). The biggest problem during the research turned out to be defining how to divide the prototypes so as not to limit the possibilities of actions in the application and thus not to suggest the chosen path to the respondents.

After determining the research problems, I planned a research scenario for each path and together with the motion designer, we established the necessary prototypes.

While creating prototypes, I started recruiting respondents. Due to the type of research material, I decided to recruit respondents via social media using the Snowball sampling.

After research

Thanks to the research, we were able to identify critical places on user paths and define potential places that would allow users to make a mistake. We were also able to identify improvements to the designed solutions and establish additional elements needed by users on their way to the goal.

After the research, I prepared a report, which contained both a description of the research and information about respondents - their habits and pain when using other loyalty applications. In addition, the report includes both quantitative and qualitative data from usability tests and the recommended solutions prepared on this basis.

After sending the report, the whole team met at the workshop (Product Owner, Project Manager, Project team and Researchers) to work out solutions together, prioritize subsequent changes and set up further steps.

What the report contained?

  1. About research
    1. Research objectives
    2. Research methods
    3. Research material and tools
    4. Attempt
    5. Defined research areas
  2. Usability test analysis
    1. Tasks for usability tests
    2. Completion of tasks
    3. Error analysis
    4. Conclusions - Critical errors
    5. Conclusions - Medium errors
    6. Conclusions - Low errors
    7. Errors "No problem"
  3. Additional research conclusions
    1. Additional research conclusions
    2. Completed tasks
  4. Comments of the respondents
    1. Respondents' thoughts
    2. Positive comments
  5. Summary