Strategy
2025
Visual Story
Context / System / Detail / Outcome
Challenge
As banking services continue to move online, users expect digital processes such as opening an account or booking appointments to be simple and intuitive. The objective was to evaluate how effectively the MBS website supports younger users with little prior knowledge of financial products and to uncover obstacles within key user journeys.
Solution
The project was structured across three research phases. It began with a heuristic evaluation and cognitive walkthrough to assess the website against established usability principles. Building on these findings, our team designed a survey for students at the University of Applied Sciences Potsdam to better understand their experiences during the first phase of their studies and to strengthen our understanding of user-centered research methods.
The final phase focused on a moderated usability test of the online account opening process. Participants completed realistic tasks while we observed their interactions, analyzed navigation patterns, and documented points of confusion throughout the journey. The collected insights were synthesized into actionable recommendations for improving navigation, information architecture, and decision-making within the platform.
Outcome
The project provided practical experience with a broad range of UX research methods and demonstrated how combining expert reviews with user testing leads to more comprehensive usability insights. The findings highlighted several opportunities to simplify digital banking workflows and improve the overall user experience for first-time users.
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