ConceptUX ResearchUX Research
ClearBank User Research
Concept Project – illustrative names and resultsInterviewed representative users, mapped transfer journeys and tested banking terminology and wireframes. Findings prioritised confidence, confirmation and plain language.
What we did
Interviewed representative users, mapped transfer journeys and tested banking terminology and wireframes. Findings prioritised confidence, confirmation and plain language.
The project
Research lead Sarah Coleman recruited 18 customers across different ages and confidence levels. Interviews and usability tests revealed that transfer language–not functionality–caused the most hesitation. The fictional redesign improved first-time transfer success from 71% to 93%, reduced completion time by 38%, and raised perceived trust by 22 points.
Results
Concept researcher Sarah Coleman worked with 18 customers. The tested prototype improved first-time transfer success from 71% to 93%.
