Monito's Regular User Testing Provides Continuos Feedback & Improvements
Pascal Briod - Head of Product & Co-Founder at Monito, an online money transferring service based in Lausanne, Switzerland.
Founded in 2013, it tries to improve the experience for the 200 million migrants who send over 500 billion dollars abroad per year. The information provided to their users is complex, and it is a challenge to make it clear, accessible and very easy to understand for all users, who come from very different backgrounds.
"I set up a weekly Userbrain test so that I receive one video per week. It runs automatically in the background and I can make sure to get continuous feedback on my product."
Key Learnings Made Easy with Userbrain
For example: when seeing the results page for the first time, one of Monito's very first testers immediately opened a new browser tab and looked for exchange rates. Of course, the exchange rate was always very central in Monito's calculations, but it hadn't been displayed prominently to their users before! The exchange rate is now featured very prominently on our results page – in fact, it is now one of the main elements.
"I learned quickly not to ask users for what they want. My job is not to implement solely what users say they want, but to understand what they truly need and to translate that in our product."
By using Userbrain, Monito was able to gather essential Qualitative Data regarding user behavior on their website, and thus gain a deeper understanding of their customers' needs and preferences. This insight allowed Monito to make informed decisions about design and functionality improvements, ensuring a more user-friendly and efficient experience. As a result, Monito not only enhanced the visibility of critical information, such as exchange rates, but also improved overall user satisfaction and engagement.
"I learned not to jump to conclusions based on the feedback of one single user."
A single piece of feedback can only give you a hint about a problem. It should motivate you to further investigate it. Whenever you work with isolated data, you need to investigate if it is not just an outlier. By leveraging Transcripts and AI Insights features, Userbrain makes it easier than ever to analyze lots of qualitative data to understand all the underlying patterns and trends. This comprehensive analysis helps in identifying genuine user needs and pain points, enabling companies like Monito to make well-informed, impactful changes to their products and services.
