When it comes to developing a mobile app that wows users, understanding their needs and pain points is crucial. For a global cybersecurity company, ensuring an exceptional user experience for their Android Internet Security app in Germany was paramount. Our team at UX24/7 was thrilled to facilitate a moderated usability evaluation of the prototype app, focusing on assessing its overall ease of use, intuitive processes, and functionality.

The goal was to identify potential issues that could impact users' experiences and provide solutions of highest value. We worked closely with the client to design tasks that mimicked real-world scenarios, recruiting participants representative of their target audience. Our research plan was agreed upon beforehand, and we used a test laptop with picture-in-picture software, smartphone, and webcam to capture participants' head/shoulders.

Key Tasks Performed

During the 16 x 90-minute sessions over four days in Cologne, Germany, participants attempted to perform tasks typical of those users would encounter in real-world scenarios. These included searching and buying the app in Google Play Store, navigating key features, and setting up anti-theft protection.

Insights Gained

Our findings were based on a combination of observation, user comments, and issues encountered during testing. Some key insights emerged:

Brand Perception

As a well-known brand in Germany, participants had generally positive perceptions, even if they hadn't used the app before.

Searching & Buying the App

While searching for the app was generally well-received, users struggled to find information about costs and features on free/premium versions.

Key Navigational Elements & Information Architecture

The main screen was appreciated for its ease of access and provided information, but the lengthy hamburger menu meant many services were overlooked or scrolled over too quickly.

Setting Up Key Features

Users often struggled with setting up the anti-theft protection feature due to lengthy instructions. In contrast, the app lock feature required more guidance.

Recommendations

Based on our findings, we offered a range of suggestions for the client to focus on in the next stage of app development:

  • Ensure clarity of feature names and icons
  • Provide concise instruction text that can be scanned easily
  • Offer price transparency
  • Provide more guidance for setting up features
  • Reflect users' priorities when considering which features to promote

As a next step, we recommended a detailed usability evaluation of the online portal accessed for account management and more. This research revealed users had issues with information structure and command dialogs while trying to manage a lost phone.

Conclusion

Working with the client was an enjoyable experience, from developing the research design to presenting the results via Skype. We're thrilled that our recommendations will help them improve their app's user experience and better meet users' needs.

By Simone, Senior UX Researcher