Streaming Platform Research

Research Goals

The research study used a Figma prototype which integrates JPMorgan’s proprietary live verification product to investigate how this product could raise the acceptance rate of payments. We hypothesized that the rate would be raised significantly because the JPMorgan product seamlessly integrates with the streaming service’s UI, ensuring that the users have peace of mind that their data is secure, and also so that the process flows in an intuitive manner, encouraging completion of the payment process.

The study aimed to discover if users were:

1. Aware of the need to approve payment in their bank application

2. Confident of the authenticity/security of the platform

3. Able to complete the payment the first time.

Findings / Recommendations

As the moderator of the study I compiled qualitative and quantitative data from the user’s clicks, verbal narration, and the written answers from the usability tests. We found the following:

1. Users were aware that they were logging into their bank via the interface and had their info readily available.

2. Users felt that the interface was authentic and a safe place to input their banking information.

3. The users found the prototype extremely easy to use.

In addition to these finding which address our 3 research goals, the following recommendations for how to improve the experience.

1. Increase transparency on data use & privacy:

   Users want to be able to view information about how their data is being used and how their privacy is being protected

2. Move action buttons so they are easier to locate

   Users are not inclined to scroll down and search for the button, moving it up will fix the issue of users not being able to locate action buttons.