The research team focussed on conducting user testing for all Nedbank projects. Whenever a team assigned to a specific project approaches us to seek user testing (UT) assistance, our responsibility is to ensure that we follow a process that includes creating a script based on the prototype and brief, setting up a dry run to guide the team through the questions asked during the UT, facilitating the UT, conducting a synthesis workshop with the team to present the raw findings of the UT sessions, creating playback, and presenting what we found to the team. This process is designed to provide valuable insights and help the team understand the product or feature.

After every UT feedback presentation, we provided recommendations to improve on the pain points highlighted by UT participants or picked up from behavioural patterns. We gave recommendations and always referred to best design practices.

As a research team, we held daily stand-ups to give feedback, and every Friday, we held learning sessions where the research lead shared topics that we had researched, created a short presentation, presented, and discussed with the team.