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Financial Services

Finastra + UserTesting

How Finastra's insights return higher value with continuously improving financial experiences
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About Finastra

Finastra, a global FinTech company, unlocks the power of finance for everyone with a suite of innovative products. It has more than 8,500 customers, including 90 of the top 100 banks globally.

Finastra Achieved
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Higher conversions
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Improved ease of use
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Quicker and more confident product development

Challenge

Finastra is building an open platform that accelerates collaboration and innovation in financial services, creating better experiences for people, businesses and communities. Finastra delivers this vitally important technology to financial institutions of all sizes across the globe, including 90 of the world's top 100 banks.

But they wanted to better understand how different groups of people—from 25-year olds to 65-year olds; from the tech savvy to the technophobe—engaged with their products.

Solution

Finastra’s design team regularly consults about what they want to test, creating a testing roadmap. From there, they will write a plan, test, and then write a review that is shared with the team. Smaller tests can happen quickly, larger tests have more reviews with the larger team. Results are shared with throughout the company, including via a UT slack channel. Results are also shared during agile sprint reviews with the whole company.

Shamraiz Gul, Senior UX Lead, loves how fast he gets user feedback. “I can think of a test and draft it in the morning and have results in half an hour, ten tests before lunch!,” he said. “Speed allows me to iterate. I can see users are struggling with specific instructions, so then I can go change a step and send it out again and within 3 minutes I’ll find testers breezing through it now that the obstacle is gone.”

Results

From developers to the C-suite, Gul said everyone loves the benefits they get from user testing. “I love making highlight reels,” he said. “I can show the product team that people really are using it this way; or this layout really is better. And back it with the video evidence. It gives us that much more credibility.”

He said user testing has increased conversion, improved the product’s ease of use, and increased the speed of product development with more confidence.

Shamraiz Gul of Finastra
Shamraiz Gul Senior UX Lead, Finastra

“If we didn’t have a tool like UserTesting, it would be really hard to understand how our customers are using our product. User research would be so much more expensive and time consuming, too.”

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