After all of the prototype’s iterations, we then tested it with seven real Saneago customers. Due to our small team and short deadline, we did not establish specific profiles or personas. Our goal was to validate the success of the solution based on the general consumer audience. After all, a little user research is better than none at all.
The users had three tasks to complete: print a monthly statement, find the nearest branch, and submit a complaint. These tasks made it possible to evaluate different and important areas for the users. The overall feedback was positive, with complete success in the two first tasks. However, a few users did have some difficulty on the last task (submitting a complaint), mainly because of unfamiliar language and the layout. We tried to solve these problems in the next step: visual design.