Case study: Mastercard

A versatile
website
for a variety
of customers

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.

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.