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Problem

Citizens Bank was already offering its customers a mobile app that allowed users to perform key banking transactions, but the company wanted to expand functionality with features more consistent with what was offered in-store and on desktop platforms.

Process

FMG conducted usability testing for Citizens Bank on two early prototypes of a mobile app. The research team developed a usability testing protocol to compare two paradigms for the new app—one featured a more siloed architecture, while the other integrated functionality into a more singular work stream. In-person usability tests were conducted to compare the efficiency and accuracy of the two prototypes and to evaluate how much value the users perceived in each version.

Impact

Recommendations that emerged from this project helped Citizens Bank and their design team determine the appropriate paradigm to proceed with for their new app design.

Partner With FMG

Brian Griepentrog - Fors Marsh Group

Brian Griepentrog

Senior Vice President, Research

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