Over the past year, Banco Sabadell has run more than 500 tests with UserTesting, putting every single one of their proposed digital experiences in front of prospective and existing customers to assess usability and ease of adoption. They’ve tested everything from creating an online account, signing into an account, paying bills, and simulating loans, to obtaining insurance, and other general focus areas like site navigation to increase conversion rates.
According to Alex de Fuenmayor, DesignOps Lead, “UserTesting is involved in the entire process, from validating the hypothesis to the final step, where we validate that the product is ready for teams to build.”
UserTesting’s quantifiable experience research metrics have been central to this work. QXscore™ is a proprietary metric that tracks how well a customer can use a product and how much they enjoy the experience. The innovators at Banco Sabadell believe strongly that QXscore correlates with Net Promoter Score or NPS.
Silver Bruna, Design Director, explains further: “UserTesting is part of almost every phase of the design process, but we have really established that any design that we want to deliver to the engineers has to be validated with UserTesting. QXscore is our quality standard. So we test with customers the different options that we think about, and we use UserTesting to ensure that the option we choose is the most usable, that has less drop offs and less clicks.”
Every design from Banco Sabadell needs a minimum QXscore of 85. Designers and researchers register those scores in Jira, where Project Managers see the numbers and understand whether designs can progress to the next phase of production.
