Card Sort: Commercial Bank
The Situation
One of the 10 largest banks in America in the process of adding categories to their existing online banking statements, wanted to provide their customers with the most intuitive and applicable set of categories for users to sort their transactions.
The Solution
KLI recommended a card sort study to understand the natural way users would self categorize their transactions and which of the preexisting lists users preferred. 150 participants were selected to participate in this study based on a specific demographic profile the client requested.
Each participant was asked to:
» Sort 52 transactions into each of the existing lists and provide feedback on whether categories were missing or should be renamed
» Report if any transactions were difficult to categorize into the existing categories, and
» Provide which list they preferred and why
The Outcome
Our results identified a definitive favorite amongst the 3 lists. We were able to provide reasons why a majority of users preferred the list, potential shortcomings of the preferred list, and recommended possible solutions to sure up its weaknesses.
The results were actionable and provided the client with the necessary data to feel confident in moving forward with a verified and tested list that would prove to be most appropriate for its banking customers.