Small to mid-sized regional businesses (many rural) pay suppliers with complex payment types (e.g., EFTs or wires to international suppliers that do not accept e-transfers). Depending on the type of business, most small-mid size business owners process payments while on the move or in the evenings. Single or joint business owners (“mom & pop shops”) often share a single set of user credentials. Device preference leaned toward mobile first where business owners can bank in between core business activities. The primary pain point occurred after processing bank payments when owners found themselves copying and pasting transactions within external accounting applications.
The client used research findings to uncover/identify:
- sentiments around the bank’s product offerings and insights to enable product adoption
- users’ needs for features on web vs. mobile
- details of opportunity areas for user flows, page-level interactions, and content enhancements, using the language of user interface developers