Case study:

Helping Newcastle Building Society improve their digital services become more user-centred

The challenge

Newcastle Building Society required user-research to understand user needs, improve user-journeys and receive recommendations for improvement to the user-experience of their new mobile app and application forms on their website.

Our approach

To ensure this project was completed efficiently, we quickly optimised our tooling to ensure the project momentum was maintained and identified tools to continue the research remotely.

Everything was facilitated remotely and live-streamed to the client team. Data was collected using shared collaborative documents for note-taking, analysis and issue-tracking.

What we did

Held workshop with the team to understand their objectives, build relationships, and agree a plan.
Recruited participants using social media based on 3 personas, with test calls held before sessions for those with low digital confidence.
Conducted multiple rounds of testing on a prototype using a range of devices (desktop and mobile) to replicate typical use.
Live-streamed the research to the client team, who inputted via live chat, took notes and observed analysis.

Results

All 3 profiles fully recruited to requirements.
84% client team observed sessions live.
20 usability issues identified and reported in order of severity, presented remotely to the team with actionable recommendations.
Introduced the digital team to user-centred design and UX techniques, which led to a culture of regular testing and iteration.
Retained as a trusted advisor by client and conducted research on further products.
Despite the crisis, switching to fully remote research had no negative impact on the outputs or the level of engagement we had with the client team.