Young persons current account usability testing

Nationwide Building Society are going through a Digital and UX transformation across their portfolio. Initially I worked with the Current Accounts team to perform usability testing with 14 -17 year olds on the new FlexOne (Young persons) Current Account application journey.

From the research, key pain points were identified: focused around sector specific language, miss-matched mental models and concern about digital identification and verification (ID&V) methods.