Prudential, a global financial services company, needed to enhance the usability of its MyPrudential mobile app by identifying both functional and emotional pain points in the customer journey.
Appnovation conducted task-based usability testing, capturing user feedback on functionality, task completion rates, and emotional responses to provide actionable insights.
A comprehensive report with prioritized recommendations and wireframes helped Prudential improve user satisfaction and optimize the app experience.
Prudential needed to improve the usability of their MyPrudential mobile app to enhance customer experience and address functional issues. While usability testing provides valuable functional insights, Prudential sought to uncover not only usability problems but also emotional insights across the customer journey. The goal was to identify key usability challenges and provide actionable recommendations for improving the app's features and overall user experience.
Appnovation conducted task-based, moderated usability testing to identify critical usability issues within the MyPrudential app. Testing was designed to capture both functional and emotional feedback from real users, using scenarios to assess task completion rates, time taken to complete tasks, and user satisfaction scores. Depending on the format—remote or in-person—Appnovation utilized Lookback.io for remote sessions or facilitated in-person testing with observation capabilities for stakeholders. Testing sessions were designed to be comprehensive yet fluid, each lasting 1.5 hours to cover 10 scenarios, ensuring a balance of thoroughness and efficiency.
The usability testing revealed key pain points within the MyPrudential app, providing clear insights into user challenges and areas for improvement. Appnovation delivered a comprehensive report summarizing the findings, along with prioritized, actionable recommendations. Low-fidelity wireframes were also provided to illustrate solutions for the top 10 usability issues, as well as recommendations for long-term improvements. The results of the testing equipped Prudential with the insights needed to make informed, impactful enhancements to their mobile app, driving better user satisfaction and functionality.
At Appnovation, our experts excel in optimizing digital experiences that enhance usability and engagement for the financial services industry. By leveraging cutting-edge technologies, we conducted in-depth usability testing for Prudential, capturing both functional and emotional insights to improve the MyPrudential app’s user experience. Discover how our expertise in digital transformation can help your organization refine digital interactions and create lasting value.
