bunq
Background & context
The bunq app has grown over the past few years and has become packed with features.
Given that users are keen on finding features, settings, and actions faster, we created a cross-app search to make that experience seamless.
My role
My role was being the designer in the project, led by a Product Owner and in collaboration with four software engineers and one researcher.
Process
Given the experiment-focus of the project, this was my process:
Problem Statement
User interviews have shown that over a third of respondents did not complete task and among the ones who finished, just under half had difficulty finishing due to lack of information, confusion on how to perform essential tasks.
Research and Insights
Across the whole company, we developed a user persona with a set of demographics, behaviors, and pain points (the details are confidential).
These users express a need for the bunq app and feel empowered in dealing with their finances through it.
We started by dissecting the conversion problem, then the activity problem. We wanted to know why users are not completing their frequent tasks. We had a few assumptions about find-ability of features within the app.
In addition, we used Apple's human interface guidelines patterns for search as a benchmark
Testing and feedback
We are going to run a test for desirability and then a test for usability to understand how users discover, interacts, and perceives App Search as a concept/addition to their bunq experience.The usability goals are to decrease lostness rate & time-on-task for account management or changing one of the account settings.
To verify that, we ran a few short tests (5-6 mins) with 7 respondents performing two tasks with either App Search or the normal journey.
1. Copy your bank details (easy/frequent)
2. Switch your plan (less easy/less frequent)
💡 Results and Insights: Lostness is on average significantly lower for users that did use App Search.
Exploration and design concept
🧪 Using the hypotheses below, we run a multivariate test (n≥5000) to deduce the best design decision for our solution.
Hypotheses & Variants: Defined and developed from correlations and relationships set from reason and value questions that were deduced from secondary data.
What is the need for the control experience?
It seems like a waste of time, but we can learn about our users from comparing the control experience to figure out the effects of adding universal search. The multivariate test here serves us as a guide to understand our user journeys and define more iterations to come.
➡️ Conclusion: Using a search input on the home screen as an entry point to perform app-wide search increases will push more users to be active and perform more tasks within the app. Adding an app-wide search will at least increase the activity rate by 50%. Having a search bar is 14% better than including an icon at the top right. We are 96% confident that this change will improve user activity.
Challenges and tradeoffs
Solution
We designed the app search on the home screen for everyone to find any action, setting, or transaction.
Finding everything in the app was expounded by offering a universal search in the home screen at the very top (to find transactions, settings, actions).
We wanted to measure how this feature is successful, not only by how many times it's used, but how many successful user goals are accomplished via search.
We wanted users to have a few ideas on what type of features, settings, and actions they can search for. We also wanted to learn from their account what could be the best use.
Impact
Score with Easy UX, clear returns, and Good UI as the main drivers.
Of main activities; Significant increase in 3 of 5 main application tasks' conversion rates
Learnings
We created a cross-app search to make the bunq experience seamless in finding features, settings, and actions.
The bunq app has grown over the past few years and has become packed with features. Given that users are keen on finding features, settings, and actions faster, we created a cross-app search to make that experience seamless.
My role was being the designer in the project, led by a Product Owner and in collaboration with four software engineers and one researcher.
Users cannot find features or do certain actions in the app and want quicker access to what they need in the app.
User interviews have shown that over a third of respondents did not complete task and among the ones who finished, just under half had difficulty finishing due to lack of information, confusion on how to perform essential tasks.
We started by dissecting the conversion problem, then the activity problem. We wanted to know why users are not completing their frequent tasks. We had a few assumptions about find-ability of features within the app.
We are going to run a test for desirability and then a test for usability to understand how users discover, interacts, and perceives App Search as a concept/addition to their bunq experience.The usability goals are to decrease lostness rate & time-on-task for account management or changing one of the account settings.
To verify that, we ran a few short tests (5-6 mins) with 7 respondents performing two tasks with either App Search or the normal journey.
1. Copy your bank details (easy/frequent)
2. Switch your plan (less easy/less frequent)
💡 Results and Insights: Lostness is on average significantly lower for users that did use App Search.
🧪 Using the hypotheses below, we run a multi-variate (n≥5000) test to deduce the best design decision for our solution.
Hypotheses & Variants: Defined and developed from correlations and relationships set from reason and value questions that were deduced from secondary data.
➡️ Conclusion: Using a a search icon on the home screen as an entry point to perform app-wide search increases will push more users to be active and perform more tasks within the app. Adding an app-wide search will at least increase the activity rate by 50%.
We designed the app search on the home screen for everyone to find any action, setting, or transaction.
Finding everything in the app was expounded by offering a universal search in the home screen at the very top (to find transactions, settings, actions).
We wanted to measure how this feature is successful, not only by how many times it's used, but how many successful user goals are accomplished via search.
We wanted users to have a few ideas on what type of features, settings, and actions they can search for. We also wanted to learn from their account what could be the best use.
Score with Easy UX, clear returns, and Good UI as the main drivers.
Of main activities; Significant increase in 3 of 5 main application tasks' conversion rates
