Appraisal Task List
Phase
Audience
- 4 Potential Customers (Zoom)
- 10 Online unmoderated
We were focusing on
- Validating the Hub & Spoke Task Lists for Appraisals
Focus
- Do labels (Attention Needed etc…) show enough detail
- Display or hide sections
- Should we hide sections that don’t need attention
- Is Text Pattern clear enough (Appraisal comments etc…)
- Application Evidence (Upload new file as an update post appraisal comments)
- Thoughts on Additional Information section
- What people expect to see when they SUBMIT
What we discovered
| Learning |
| The labels worked well BUT On “Identity verification details” the In Progress Label was ambiguous. Customers did not know if it was In progress with us or should they still be doing something |
| It is an even split between wanting inactive sections hidden vs Showing them to show what has been completed |
| Application Evidence: |
| Appraiser Comments could be more obvious that they are from a person. |
| The Appraiser comments could reference the page better. This would include being more specific about uploading files etc… |
| The Text Pattern on Additional Info page works quite well BUT The Upload additional evidence was missed often. |
| The Additional Info section was most welcome |
| When customers SUBMIT it is an even split between showing a summary first or going straight to a thankyou page |
🧰 ## Recomendations
| Change |
| Change the IDV In Progress label language |
| Make Appraiser Comments more explicit (Quotes pattern etc…) |
| Make the “Upload Additional Evidence” link more prominent on the “Additional Info” page |
| A/B test: |
| Hiding completed sections |
| The SUBMIT action |
2021_03_10_Appraisal_Task_List_Pattern_Testing.pdf