1. UX Research Report
Faizal Masjudi
MD9122 – User Experience Research

2. UOB TMRW App
What is the UOB TMRW App?
UOB TMRW app is a mobile banking app in
Singapore providing banking service on the go
for its customers – fund transfers, check bank
balance, pay bills etc.
Research Goal
How might we enhance
mobile banking experience
of
Singaporean Working Adults
to be
more seamless when performing
common banking transactions
Seamless in this case refers to:
1. Complexity of the transaction – the
simpler the better
2. The total number of steps – the lesser
the required steps, the better

3. Objectives:
To understand and improve the overall user experience of the app - ensuring it
meets the needs and expectations of Singaporean working adults (users).
Identify User Needs:
Conduct research to gain insights into the
needs, preferences, and behaviours of the
app's target users. This involves
understanding their financial goals,
challenges, and expectations when using a
mobile banking app.
Evaluate Usability:
Assess the app's usability by observing
how users interact with it. Identify any
usability issues, pain points, or areas where
the app may be confusing or difficult to
use.
Test Features & Functionality:
Evaluate the performance and
effectiveness of specific features and
functionalities within the app. Determine if
they are meeting user needs, and identify
opportunities for refinement or innovation.
Measure User Satisfaction:
Gauge user satisfaction and gather
feedback on the app's overall experience.
Identify areas where users are satisfied or
dissatisfied, and uncover the reasons
behind their feelings.
Informed Design
Decisions:
Provide data-driven
insights to guide the
design and
development of the
app. Use research
findings to prioritize
improvements, make
informed design
decisions, and
validate design
changes.

4. Desktop Research - Reviews
These reviews of the UOB TMRW app, from Apple app store and Google Play store, mentions the
‘lack of care’ for the UIUX of the app. Also, the most basic of function, bank transfers, is not
‘seamless’ and rigid.

5. Competitor Analysis
Banking Apps/Variables UOB TMRW OCBC Digital SC Mobile (Stanchart) Trust Bank SG POSB Digibank
Rating on Apple Store 4.8 (83k) 4.7 (79k) 4.6 (14k) 4.8 (13k) 4.6 (36k)
Rating on Google Play Store 4.6 (83k) 4.2 (67k) 3.6 (10k) 3.3 (3k) 4.3 (85k)
User Experience / Features - Always crashes upon
every update
- Cannot update
address on app
- Bank transfer feature
is not seamless
Cannot see break down of
transactions
Onboarding issues –
deactivation & activation
Logged/kicked out when
performing transactions
- Smooth onboarding
process - registration
- Easy to use and simple to
understand
-Certain transactions can
be done on the app
easily without going to
the bank (saves time)
Speed & Performance Some sluggishness with
the app
Some sluggishness with the
app
Some sluggishness with the
app
Some problem when
onboarding from old to
new phone (app error)
Some problem when
onboarding from old to new
phone (app error)
Security and Privacy 2FA, Digital Token
Customer Support Customer service is
unreliable
Customer service not reliable Customer service not reliable
(i.e. blocked transaction was
not reversed)
Customer service is
unreliable (i.e. not very
clear in giving instructions;
no assurance; hard to get
to CS)
1. Great customer service
and internet and mobile
banking experience
These are information that can be found on the internet, Apple app store and Google Play Store.

6. Competitor Analysis
UOB TMRW OCBC Digital SC Mobile Trust Bank SG POSB Digibank
Based on home screens, all mobile banking apps have similar layout and design except for Trust Bank SG.
All apps prioritises most used features (upfront information) in the home screen. Additionally, all apps except
UOB TMRW has a summary/overview of their savings and credit information.

7. Heuristic Evaluation
The existing user flow of performing a simple bank
transfer which is an important banking service,
already has some problems and issues.
The next few slides is a heuristic evaluation where
problematic areas are highlighted. Several
violations are committed in this case.

8. Heuristic Evaluation
Visibility of System Status
Context:
Saver - no quick way to see bank balance after log in
Spender - no quick way to see rewards points after log in.
Problem:
Different user has different use for the app and they want
quick access to the features that they use
.
Solution:
Personalised home screen that caters to different user
needs
1. Saver - show bank balance on home screen
2. Spender - show rewards points on home screen
Severity Level: 2
2
3
1
0
4
Not a usability
problem (Priority: 3)
Cosmetic problem
(Priority: 3)
Minor problem
(Priority: 2)
Major problem
(Priority: 1)
Mega problem
(Priority: 1)

9. Heuristic Evaluation
Consistency of Standards
Context:
Transferring money on the UOB TMRW app to another
UOB bank account.
Problem:
User confused what is the tab to click on for the transfer
function. Not straightforward.
Solution:
Use simpler term / icon 'Transfer'. Perhaps 'Pay' can be
used for another instance.
Severity Level: 2

10. Heuristic Evaluation
Recognition Rather Than Recall
Problem:
UOB is not a top / first
options is the dropdown.
Solution:
Make UOB the first / top
option in the dropdown.
Severity Level: 3
Context:
Transferring money on the UOB TMRW app to another UOB bank account.
Problem:
Cannot search for UOB by
searching for 'UOB' but
needs to type full 'United
Overseas Bank'.
Solution:
Make 'UOB' a searchable
term, same for other banks,
DBS, OCBC etc
Severity Level: 3

11. Heuristic Evaluation
Flexibility & Efficiency of Use
Context:
Inputting bank account number into the text field.
Problem:
User not able to cut and paste the account number into
the text field.
Solution:
Allow for cut and paste feature for user
Severity Level:
2

12. Heuristic Evaluation
Recognition Rather Than Recall
Context:
User is on the confirmation page for the transfer.
Problem:
User is not sure who they are transferring to because the
name of the UOB account holder does not appear.
Solution:
Allow for some user details to be available for user to
take note of.
Severity Level:
2

13. Methods
Contextual Inquiry
Participants: 5
Activity:
I instructed 5 participants to
perform a simple money transfer
and observed their experience.
User Interview
Participants: 3
Activity:
I reached out to 3 participants to
conduct user interviews to gain
some deeper insights.
Survey
Participants: 23
Activity:
I reached out to UOB TMRW app
users to complete this survey
form.

14. Survey
I designed a survey to find out user’s sentiments and what are the
things they like or didn’t like about the app.

15. Survey: Key Findings
Top 4 most interesting findings
Top 5 most performed banking activity
1. Bank Transfer
2. Check Bank Balance
3. Check Bank Transactions
4. Pay Bills
5. Check Credit Card Balance
1
What kind of activity or transactions
do you usually carry out in the app?
Easiness of performing transactions.
The most apparent finding in this
question is that most people answered
‘Easy’ (yellow) for the transactions that
they performed.
What is stopping users from answering
‘very easy’?
What is lacking and what can be
improved?
2
How easy is it to perform the
following activities?

16. Survey: Key Findings
Top 4 most interesting findings
Describe to me a very unsatisfactory experience you've had using the app.
3
Performance
Quite laggy at times; Sometimes
a bit lag; Navigating through the
app seems sluggish
Feature
No safety mechanism against
scams
Function
Finding out how to setup a QR
code for someone to pay me
back was like finding a needle
in a haystack
Feature (new)
Was looking to set up a standing instruction via the app but was not
able to locate where the function is. Is not under services either. I
think is a service that might be available only via the desktop, which
is inconvenient as I seldom use the desktop version.
Interface
Can’t see balance without
logging in – No overview of
account balances/debts

17. Survey: Key Findings
Top 4 most interesting findings
One thing that users want improved/enhanced
4
Interface
Main functions within a click
Interface
Elderly friendly
Feature
Maybe a customization of where certain elements
appear on the home screen. Currently the balance and
actions such as ‘Paynow’ appear towards the top half of
the screen. If certain actions were placed comfortably, it
would be easier to navigate using one finger.
Interface
For the overall design to be more intuitive, currently it's more of a
guessing game, and the above processes (referring to banking
activities) are only easy because the user is used to them. (this begs the
question, if familiar, why not choose ‘very easy’?)
Feature
Safety mechanism against scam cos scam is quite
rampant now (interesting insight when compared to
contextual inquiry - is having scam notifications /
prompts every other transaction step equivalent to a
safety mechanism or is it just to protect the bank?)

18. Contextual Inquiry
I instructed the participants to perform a simple money transfer
from their UOB bank account to another UOB bank account
(with account number).

19. Contextual Inquiry
Guiding questions in appendix
The following are the steps that participants need to take to perform the fund
transfer from a UOB to another UOB account.
1. Login 2. Scam Prompt 3. Home Screen 4. Pay & Transfer 5. Other Accounts 6. Other New Transfer

20. Contextual Inquiry
7. Choose Bank 8. Enter Account Number 9. Enter Amount 10. Confirm Transaction 11. Transfer Success

21. Contextual Inquiry: Participants
Adi Jamaludin
41 Years Old
Educator & Entrepreneur
iOS User
Frequency of use:
Once a week
UOB Account Owned
Savings Account
Peter Ong
52 Years Old
Creative Content Manager
iOS User
Frequency of use:
Everyday
UOB Account Owned
Savings Account
Credit Card
Joyce Li
32 Years Old
Marcom Manager
Android User
Frequency of use:
Twice a month
UOB Account Owned:
Credit Card
Dionne
31 Years Old
Programme Ops Executive
iOS User
Frequency of use:
Once a week
UOB Account Owned:
Savings Account
Credit Card
Jonathan
35 Years Old
Creative Content Executive
iOS User
Frequency of use:
Almost everyday
UOB Account Owned:
Savings Account
Credit Card
Key Findings in Appendix
The following participants were asked to perform a fund transfer from their
UOB account to another UOB account.

22. Contextual Inquiry: Key Findings
Home Screen
User finds it not
straightforward at first
glance for them to know
that ‘Pay & transfer’ is
the function they should
be using.
Choose Bank
Users find it challenging to find
‘United Overseas Bank LTD’.
It is not the first option.
Cannot use ‘UOB’ to search but
‘United’. The full name may not be
familiar to user.
Too many banks listed – should list
mainstream banks
Banks are not arranged in
alphabetical order

23. Contextual Inquiry: Key Findings
Cannot cut and paste
account number into the
input box.
Account numbers usually
come with hyphens –
user is very careful when
inputting because of the
confusion that may arise.
It does not show the name of
the account owner. Therefore,
users have difficulty verifying
that they are transferring
money to the correct person.
Enter Account Number Confirm Transaction

24. Contextual Inquiry: Extra Activity
Based on the first activity, I was introduced to another way of transferring money. As conversed with the
first contextual inquiry participant, this is alternative method has lesser steps taken and preferred.
I instructed subsequent participants to create a QR code to receive money.
Home Screen
Key Findings:
Users are not familiar with this other method
of transferring money.
Users cannot find the feature in the home
screen.
The caveat for this method is that user’s
‘Paynow’ account needs to be linked to UOB
account if user wants to use it from the UOB
TMRW app.
There is no follow-up on the screen on how to
set up ‘Paynow’ account.
No instructions
on how to set
up ‘Paynow’

25. User Interview
I performed user interviews with 3 participants. 2 are UOB TMRW
app users and 1 is using competing mobile banking apps.

26. User Interview: Participants
Adi Jamaludin
41 Years Old
Educator & Entrepreneur
iOS User
UOB Account Holder:
Yes
Savings Account
Khoo Yap Meng
38 Years Old
Marcom, Senior Executive
Android User
UOB Account Holder:
Yes
Savings Account
Credit Card
Cheyenne Lian
38 Years Old
Analyst Programmer
Android User
UOB Account Holder
No
I conducted user interviews with 3 individuals. One was not a UOB TMRW app
user but was chosen to find out if there was anything other banking apps are
doing better.

27. User Interview: Thematic Analysis
Themes Key Findings
Most common/frequent transactions
made on the app
The most common banking activities that users perform are checking bank balance,
check credit card statement, pay bills. This is as most users have a savings account
and/or credit card(s).
Improvements - new features or
functions that users want
1. Users want a seamless experience when using third-party integrated services within
the banking app
2. Users want a direct contact with a banking officer – live chat function / virtual bank
teller within the mobile banking app
3. Users want an improved design so that the interface is more intuitive
The challenges/issues that the user
faced when using the app and other
banking services
1. Difficulty with creating the QR code for payment
2. Preference to do some transaction on desktop rather than on the mobile banking
app – e.g. paying bills (because of distractions on phone such as notification)
3. No biometric login for UOB TMRW app (as compared to other banking apps)
Delightful experiences and
transactions that user has went
through
1. The ability to withdraw money from the ATM machine with the app – without ATM
card.
2. The ability to do transaction at own convenience, anytime, anywhere.
3. Scan & pay feature makes it easier to pay bills (with a QR code option)
Habits/attitude towards using
functions & features in the app
1. Preference to do more complicated transaction on desktop browser
2. Preference to do simpler transactions on mobile banking app
Complete Thematic Analysis in Appendix

28. Affinity
Mapping
The key insights from this affinity
mapping will help to reiterate the
following objectives :
• Identifying User Needs
• Evaluate Usability
• Informed Design Decisions
• Test Features & Functionality
• Measure User Satisfaction

29. Affinity Mapping: Key Insights
Problems faced by users
when doing fund transfer:
1. Bank Selection - UOB not first
option
2. Too many banks in the list
3. Very hard to search for UOB in the
list
4. Receiver’s name not reflected after
inputting account number
5. Cannot copy and paste account
number
6. Too many steps needed
Opportunity
User would probably be willing to categorise
this as a ‘very easy’ transaction if the issues
faced during the steps taken to perform a
fund transfer is made simpler and with lesser
steps.
Problems faced by users on
home screen
1. Overwhelming home screen
interface
2. Bank transfer feature not very
apparent on home screen
3. Cannot identify which button/tab
for the QR code function
4. No quick way to view bank balance
5. No upfront details of products
subscribed to (credit card /
rewards / deposit)
Tension
Users want to perform one/a few banking
transactions but was not able to find the
function easily in the home screen.

30. Affinity Mapping: Key Insights
User preference to not
perform complex / high
stake transaction on app
1. Paying bills – that are in large
amount, high level of anxiety
2. Transaction that requires users to
read long instructions, requires less
distraction
Reason
Users will not perform complex / high stake
transactions on the app because of the low
level of comfort, trust and certainty.
User preference to check
bank balance without
logging in (simple check)
1. Checking of bank balance without
logging in (lesser steps)
2. Non-transactional checking
should be quick and convenient
Tension
Users want to check their bank balance but
find it not quick and convenient enough to
perform this activity.
Complete Affinity Mapping in Appendix

31. Research Focus
How might we improve the efficiency of bank
transfer process on the app for customers.
We believe that an improvement in the efficiency of bank transfer activity
will be achieved if customers that often do bank transfers
can successfully complete their transaction in a shorter time and/or lesser
steps with enhancements to the home screen and especially the bank
transfer functions/features.
Hypothesis:

32. User Persona
Based on the research done and the focus on the scope of this UX
research, we have identified one user persona that we want to concentrate.
The Transactor
Goals:
1. Needs a bank account that has good
security to do his transaction
2. To transfer money to different
individuals immediately and easily
Frustrations:
1. Tedious process to transfer money on
the app
2. Process of money transfer does not
feel assuring (no confidence)
3. Too many inputs needed to make a
money transfer
4. Not sure if transferring to the correct
individual (can't double check)
Mahadi
Age: 40
Occupation:
Entrepreneur
Frequency of
App Use:
Thrice a week
I want to transfer money to different
individuals as easily and quickly as
possible.
Tech Savvy Go-getter
Fast Worker Meticulous
Motivations:
No
No
No
Driven by Incentives Yes
Yes
Yes
Driven by Time
Driven by Security

33. Stages
Actions
Thoughts
Feelings
Opportunities
Pain Points
1. Log in to
account
2. Scam
Prompt
Login
Home
Screen
Account
Selection
Inputting
Details
Review &
Confirm
Complete
Looking out for &
Selecting the
money transfer
function
The anti-scam
prompt can just be
a notification -
agreed once
What do I press?
If transferring to
another UOB
account, it should
be easier
There are too many
fields to fill in just to
transfer money
Why I cannot see
payee’s name
Why I cannot see
receiver’s name
Shift anti-scam
prompt to
notifications -
allow users to
acknowledge once
Feature -
personalised
home screen - as
all users are not
homogenous
Improve interface
to have visuals
that are easier to
understand
Improvement to
interface to improve
process transaction
Improve interface
to include payee's
name - assurance
Improve interface
to include payee's
name - assurance
Scam prompt - is
not necessary
Home screen is
messy and not
straightforward
Not very
straightforward
and not intuitive to
find function
1. Too many things to fill in
2. Difficulty scrolling bank list
3. Too many banks in the list
4. Cannot cut and paste
account number
No display of
receiver’s name
No display of
receiver’s name
Review completed
transaction
1. Review transfer
details
2. Swipe to proceed
Looking out for &
Selecting the
money transfer
function
1. Select 'Type'
2. Select 'Bank'
3. Input 'Account number'
4. Input 'Amount'
5. Input 'When'
Scenario:
Mahadi is a working adult and a UOB account holder. He uses the UOB
TMRW app to make transfers for payment purposes. The individuals he
transfers to most of the time gives him a bank account number for the
transactions.
Customer Journey Map
Frustrated
Confused Irritable Insecure
Optimistic Anxious
Goals & Expectations:
1. He wants to complete the transaction seamlessly and
without much difficulty
2. The process needs to feel safe and straightforward

34. Evaluation
Based on the customer journey, we would like to focus on the following:
Stages
Opportunities
Pain Points
Home Screen Account Selection Inputting Details Review & Confirm
Feature - personalised
home screen - as all
users are not
homogenous
Improve interface to
have visuals that are
easier to understand
Improvement to
interface to improve
process transaction
Improve interface to
include payee's name
- assurance
Home screen is
messy and not
straightforward
Not very straightforward
and not intuitive to find
function
1. Too many things to fill in
2. Difficulty scrolling bank list
3. Too many banks in the list
4. Cannot cut and paste
account number
No display of
receiver’s name

35. Value Proposition
Canvas
This canvas helps us to
understand the users
and their pain points.
We would like to
propose the new
enhancements to the
bank transfer feature
which will have a
positive effect on the
satisfaction of using
banking UOB’s banking
services.

36. Prioritisation Matrix
Rewards
points
information
Latest
transactions
(credit cards)
Latest
transactions
(bank account)
Improvement to
several
components in the
bank transfer
feature
High Effort by Company
User
Value
Low
High
Low
Quick-Wins
Fill-ins
Money Pits
Big Bets A dot voting exercise was carried out
amongst 8 users, who are UOB
customers. They are given an
opportunity to vote one for user impact
and one for feasibility (based on
assumption of company’s capability
and resources).
The result is as such – Better usability:
Improve bank transfer features and
functions, is the idea most voted for.

37. Proposed Enhancements
Instead of ‘Pay &
transfer’ wordings –
simplified to
‘Transfer’ only
A new option on the
Pay or Transfer
screen – ‘Other UOB
Account’.
With this new option,
it can bypass certain
steps ahead by pre-
populating the
options

38. Proposed Enhancements
Pre-populated inputs
for ‘type’ and
‘Bank/Institution’.
Less complex and
less steps needed.
Name and/or initials
of payer and payee
is now displayed for
assurance.

39. Usability Test
Testing enhancements with prototype on users

40. Usability Test
Scenario
You are a business owner, and you need to make
a bank transfer to your contractor safely,
efficiently and quickly. Your contractor gives you
their UOB account number for the transaction.
User Goal:
Complete the bank transfer using the UOB
TMRW app.
User Task :
Using the UOB TMRW app, make an immediate
bank transfer of $100 to your contractor.
• Evaluate Usability
• Test Features &
Functionality
• Measure User
Satisfaction
Task Scenario
The following are the
objectives of the usability test :
Usability Test Tool:
Maze.co
Usability Test Link:
https://t.maze.co/183923878

41. Task Journey

42. Task Journey

43. Post Usability Test Survey
The following questions were asked after users have completed
the usability test -
• Overall was completing the task seamless for you? (Yes/No)
• How was the speed of completion for you? (Slow, Somewhat
Slow, Neutral, Somewhat Fast, Fast)
• Did you encounter any challenges while completing the task?
(Open-ended)

44. Usability Test Report
90%
Direct success
20
Participants
60%
Misclick rate
7.5s
Average time
spent on a screen
Overall, was completing the
task seamless for you?
90%
Yes
No 10%
How was the speed of completion for you?
Slow Somewhat
slow
Neutral Somewhat
fast
Fast
0% 0%
40%
50%
10%
"Had to take some time to see where the transfer button
was because it wasn't outstanding"
Did you experience any challenges?
"The blue button was out of view, but a swipe up revealed it."
"Not sure where to go, because the action button hiding at
the bottom. Maybe can make the button always visible to
user at the bottom. "
(Report as of 20 participants)

45. Usability Test Report Problematic Screens
The heatmap result for this screen has shown users
are not aware of what to press or what the next step
requires the user to do. This has violated the ‘visibility
of system status’ heuristic.
To improve this, there should be better clarity, i.e. to
highlight the next step or have a prompt.
Example below, highlighting the input field with a blue
box or highlighting ’Account no.’ in bold and blue.
Account no.
Account no.

46. Usability Test Report Problematic Screens
The main problem with these
screens lies with the testing
done. Testers are not able to
see the ’next’ blue button
because they were not able to
see the whole screen and need
to scroll down.
Recommendation, to only have
testers do the test on desktop.

47. Evaluation
• The usability test was an overall success.
• Most users were able to fully complete test seamlessly without much difficulties.
• The enhancements proposed, proved to be effective in tackling the following –
(1) shortening the time taken to complete the transaction, (2) cutting down the
number of steps by 2 and (3) simplifying the transaction process. Any votes from
Neutral to Fast is a win because the current flow will not better these statistics.
• As mentioned, there were 3 problematic screens in the usability test.
• I recommend the following, (1) highlighting important user touchpoints, i.e.
inputting of account number in the fifth prototype screen.

48. Evaluation
Learning Points:
• It is better to have user do the test on desktop than on mobile
so that user can see the full prototype. This will solve the
problem of users not being able to see important touchpoints,
i.e. the blue ‘Next’ button at the bottom) – sixth and eight
prototype screen. This contributed to a lot of the misclick rates
which is an anomaly in this case.

49. Appendix
Survey Questions, Contextual Inquiry Guide, Interview Questions,
Thematic Analysis, Affinity Mapping

50. Lean Survey
What do we need to learn?
What are the
frustration of
users when
using the app
What kind of
transactions
are user
making with
the app
Where are
users using the
app from/at
What are users
using the app
for
How often
does user use
the app
When does a
user need to
use the app
Who do we need to learn from?
People who
uses the app
for money
transactions
People who
don't have a
UOB account
People who
may want to
start banking
with UOB
People who
have a UOB
account
People who
don't use the
UOB TMRW
app
Yes No
Who information do we already know?
Bank transfers
can be done
across all banks
Can check bank /
credit card / loan
statement
UOB TMRW app
is integrated with
widely used
systems (Paynow,
Singpass, Face ID,
Apple Wallet)
Security functions
are standard
(2FA, Digital
Token)
How do we reach people?
Social Media
(Facebook/Instag
ram)
Whatsapp &
other messaging
apps
UOB Bank
Branches
(outside)
Office Districts
(Tanjong Pagar/
Raffles/ MBC)

51. Lean Survey Questions
I designed a lean survey to find out user’s habits/routines, what are the things
they like or didn’t like about the app and what can be improved.
Hello, I would like to
know you
experience using the
UOB TMRW banking
app.
Screener:
Are you a UOB
account holder?
Are you using the
the UOB TMRW
app?
How satisfied are
you with the UOB
TMRW app?
What kind of
product(s) do you
have with UOB?
Would you be open
to having a one-on-
one follow-up short
interview with me?
Describe one thing
that you would want
improved in the app.
Describe to me, 1.
very unsatisfactory,
2, satisfactory
experience using the
app you've had
How easy is it to
perform the
following activities?
What kind of activity
or transactions do
you usually carry
out in the app?
Start
End
Link to lean survey form

52. Contextual
Inquiry Guide
1. Hello <insert name>, thank you for agreeing to be part of this
user experience study.
2. For this study I would like you to perform an activity which is to
use the UOB TMRW app and transfer $2 to another UOB account
- (redacted). Why did you choose this method?
3. I would like to know your experience using this banking app,
specifically performing this one transaction
4. Please feel free to hide any private information away from this
video recording, only show what you are comfortable showing.
5. Describe to me aloud in detail, every action and step you are
taking - if you are ready, you may begin.
6. What do you think about the user interface, specifically the first
screen you see after you login? (Splash screen)
7. How is your experience using the navigation? (When navigating
to transfer function)
8. Did you manage to find the bank transfer function?
9. What were your expectations when carrying out this transaction?
(Need probing)
10. How did you feel when making the transfer?
11. Were there any challenges you faced when completing the
transaction?
12. Thank you <insert name> for completing this activity. I appreciate
your valuable contribution towards this study.

53. Interview
Questions
Intro Hello, I’m Faizal, a UX researcher, currently studying people’s experience using
the UOB TMRW app. For this interview, I would like to gain insights about
YOUR experience with the mobile banking app and the habits or routines that
you may have. There are no right or wrong answers, just give your honest
response.
Kick-off 1.Do you use any mobile banking app? (for non users)
2.How long have you been a customer with UOB
3.Do you perform a lot of banking transactions on your mobile phone?
Build Rapport 1.What kind of transactions do you do most often in the app?
2.When do you need to do these transactions?
3.Do you feel that the app has made it convenient for you to perform these
banking activities? Why?
Grand Tour 1.Describe to me a very good experience you had using the app. What was
the transaction you tried to complete?
2.Describe to me an unsatisfactory experience you had using the app. What
was the transaction you tried to complete?
3.Follow-up: How did you feel about the experience?
4.Did you manage to complete the transaction/activity?
Reflection 1.If you had the power to improve/revamp anything on the app, what are
some of the things you would enhance/change?
Wrap-up Thank you for your time.
Any final thoughts that you would like to share?
Would you be open to being contacted again for me to share the progress of
my research with you?

56. Steps/Names Joyce Dionne
Login Biometrics – OTP
Cannot autofill OTP upon receiving SMS
Face ID
Prompt Screen No Comments No Comments
Home Screen Clean, not many different icons, more focused 50-50 guessing game of finding the bank transfer function
Pay & Transfer No Comments No Comments
Bank Transfer
Transaction
Bank selection: UOB option was at the top
First time using bank transfer - When transferring money from a
credit card account instead of savings account, bank charges 8%
admin fee
User knows that the final green background ending screen means
success.
Behaviour/Feeling:
Overall confident when performing the process - felt safe
Some slight confusion with the 8% admin fee charges
Bank selection: Search function is not very friendly, hard to
search and UOB Bank is not the first option.
UOB should be at the top - first option
Behaviour/Feeling:
Unsure, not very confident of the process and steps needed
End Successful Transaction Successful Transaction
Contextual Inquiry: Key Findings

57. Steps/Names Adi Peter Johnathan
Login Face ID Face ID Face ID
Prompt Screen User did not like bank shying away from responsibility No Comments Annoyed because it’s always the same
notification
Home Screen Very Clean - -
Pay & Transfer Very easy to find bank transfer function Very easy - One click away to the
bank transfer function
‘Pay & transfer’ - User assumed that this
is the function
Bank Transfer Transaction Preferred to use phone number and not bank account
number to add payee.
User have anxiety with looking at many numbers
Bank selection: Must type ‘United’ to find UOB (search),
not at top.
Bank list also not alphabetical order
Inputting bank account number - usually bank account
numbers are given with hyphens but when inputting into
app, hyphen is omitted
Behaviour/Feeling:
Did not like using bank account number to add payee
Afraid of inputting bank account number (omission of
hyphens) - may cause confusion
Anxious if making big transfers.
Less anxious when making small transfers.
Because of the uncertain feeling
Cannot cut and paste bank
account number
Payee name is not shown upon
entering bank account number
User introduced alternative way
of transferring money is creating a
QR code for payee.
Behaviour/Feeling:
Very calm and confident when
using app
Bank selection - too many banks - should
list down mainstream banks
Ridiculous scrolling of different banks -
need to search UOB
Pressing VS Swiping – User says swiping
better, more intentional
Should show receiver’s name (upon
entering valid bank account number)
Behaviour/Feeling:
Annoyed with the incessant scam
notifications/
reminders
Seems confident when doing the
transaction
End Successful Transaction Successful Transaction Successful Transaction