Usability tests with end users - survey reveals

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50% of mortgage businesses had never carried out usability tests with end-users.

In a recent survey of 50 mortgage firms that also included lenders, service providers and brokers, it was discovered that usability tests were hardly ever carried out and of those who took part in the survey, only a fifth of the firms reported they’d carried out a usability test in the past month.

Dock9 who carried out the survey reported they were ‘disappointed’ at the results of the survey.

Mark Lusted, managing director of Dock9, said:

“For 12 years, we have been encouraging the financial services sector to involve users more in continuous testing programs that enable businesses to constantly adapt and improve their digital experience according to customer preferences and needs, so these results make slightly disappointing reading.

However, these findings clearly illustrate how the improvement of your customers’ digital experience can be a differentiator between you and your competitors, as many of them will not be undertaking any form of Usability Testing.”

The survey showed that around half thought the digital experience they provided was either good or excellent, although the flipside of this was that nearly half felt it was no better than fair with 15% describing it as ‘poor’.

Respondents were also asked about the barriers to implementing digital change and those that came to the forefront were resources (31%) and then business prioritisation (23%) with cost only being a barrier for 11%.

Mark Lusted added:

“The importance of digital channels has never been clearer, especially with the experiences and knock-on effects during the pandemic likely to shape how we all work and interact digitally going forward.

We’re seeing many companies now moving forward with plans to seriously digitise previously manual processes as a first step, with a longer-term goal of moving from selling commodity products to delivering truly digitally-enabled intelligent services.

The most successful companies have embedded regular Usability Testing as part of the design and development process – if yours hasn’t already now is the time to start.”

Buckingham James is at the forefront when it comes to improving the experience of clients and makes good use of digital technology to further this aim.

We are one of the leading mortgage brokers and advisers in Brentwood and will help you with your mortgage requirements.

Call today for a free initial consultation and save yourself time, money and stress trying to find the mortgage arrangement that is just right for you.

* Subject to meeting lending requirements.

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