creditscoreIQ
A web app built for users who need a simple and easy to dispute their credit reports
00
problem
The client was developing a new product but faced uncertainty about its functionality and user experience. There was a need to validate the core features before moving forward with a high-fidelity design, as they weren’t sure how the concept would resonate with users. Without this validation, there was a risk of investing significant time and resources into a product that might not meet user expectations or address key usability concerns.
solution
To address the client's uncertainty, a prototype was built to test the product’s functionality and user experience. A research plan was developed, along with a detailed script, to guide the testing process. The plan was then executed with live users, gathering valuable insights through real-world interactions. After collecting the data, it was synthesized to identify key patterns and takeaways, which were presented to the client to help inform the next steps and refine the product before moving on to high-fidelity design.
The primary takeaways from the user testing revealed several important insights. First, users expressed a preference for being able to send disputes digitally rather than through traditional mail, highlighting a need for a more modern, convenient process. Additionally, many users didn’t immediately understand the differences between the types of credit report errors or even that such distinctions existed, indicating a need for clearer explanations within the app.
While there were a few hiccups in the user flow, none of them hindered users for too long, suggesting that overall, the design was intuitive. Most users were able to complete the task set for them without any intervention from the researcher. Additionally, users found the service to be very valuable because it simplified the process, making it much easier to navigate and complete, which was a key factor in their positive experience.
To achieve these insights, 10 users were tested in a qualitative study, with 5 users testing the desktop version and the other 5 testing the mobile version of the app. The data synthesis process involved multiple rounds of analysis. The first round focused on user takeaways, identifying broad patterns and general impressions from the sessions. In the second round, takeaways were organized by specific screens, providing insights into how users interacted with particular parts of the app. The third round involved synthesizing more concise, actionable takeaways, which allowed for a deeper understanding of user behavior and preferences. This thorough process ensured the findings were both comprehensive and focused, helping to guide the next steps in refining the product.
year
2023
tools
Figma and Respondent
category
UX Research
timeframe
2 weeks
01
A snapshot of round one of data synthesis. Each color sticky note represents a unique user.
02
A look at what data synthesis round 2 looked like. Each sticky note has an action or a thought a user had on each screen.
