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Case study: Mastercard

A versatile website
for a variety of
customers

Property 1=mastercard
Summary

Mastercard is a provider of financial services, operating globally. They issue debit, credit, and prepaid cards to their holders throughout the world.

Sector

Banking

Our role
  • Usability Testing

Challenge

How to learn what users think of mobile payments?

The main challenge was to design and conduct an extensive user testing of a variety of mobile payment methods. By employing a variety of research methods, we were able to get the full picture of end users’ needs, opinions, and reactions.

Project in numbers

0
Payments made
0
Research participants
0
Months of testing

How we approached the challenge

I
Phone Surveys
Description

The main aim of this stage was to verify users’ knowledge of mobile payments.

Tasks
  • Desk Research
  • Heuristic Analysis
  • Stakeholder Interviews
  • Quantitative Testing
  • Usability Testing
II
In-depth interviews and observation
Description

We conducted a workshop during which we consolidated all we learned before and transformed it into actionable points. Mapping customer journeys helped us choose which aspects to focus on, depending on the type of clients.

Tasks
  • Creating Personas
  • Customer Journey Mapping
  • Sketching Out Website Structure
III
Mobile ethnography
Description

We conducted both qualitative and quantitative research. Usability test participants – both B2C and B2B clients – evaluated the existing website and pointed out the aspects which were acceptable and which needed urgent change.

Tasks
  • Usability Testing
  • Quantitative Testing
IV
In-depth interviews and observation
Description

Based on our research results and business needs, we created content strategy which aimed at helping create additional texts for the website and other communication channels. The artifact consisted of a set of guidelines for communication as well as a consolidation of user needs.

Tasks
  • Content Strategy
  • Email and Document Redesign

Result

Was the process easier and faster?

The users told us directly: the new, redesigned app was easier to use, the process became more seamless and as a result, they could achieve their goals faster.

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