Banking App UX Audit: Sign-In, Transfers & Alerts

Welcome, and thank you for participating in this survey about your digital banking experience. This survey asks about your recent experiences with signing in, making transfers, and managing alerts. It should take approximately 6–8 minutes to complete. There are no right or wrong answers — we are interested in your honest opinions. Your responses are voluntary, confidential, and will be reported only in aggregate. You may stop at any time. Please click 'Next' to begin.

Have you used your bank's mobile app or website to sign in at least once in the last 30 days?

• Yes
• No

How often do you typically sign in to your account (across all devices)?

• Several times a day
• About once a day
• A few times a week
• About once a week
• A few times a month
• About once a month

In the last 30 days, which types of money movement did you use? Select all that apply.

• Between my own accounts
• To another person at the same bank
• External bank transfer (ACH)
• Wire transfer
• International transfer
• Bill pay
• Person-to-person payment (P2P)
• Mobile wallet top-up or withdrawal
• Card-to-bank instant transfer
• Check deposit
• Cash withdrawal at ATM
• None of the above
• Other

Please rank the following alert types by how important they are to you (1 = most important).

1. Low balance
2. Large transaction
3. Unusual or suspicious activity
4. Transfer completed
5. Transfer failed
6. Bill due or upcoming payment

Which of the following money movement features would you be likely to use if available? Select all that apply.

• Instant external transfers
• Scheduled recurring transfers
• Real-time transfer tracking
• Request-to-pay (ask someone to send you money)
• Higher daily transfer limits
• International transfers with transparent FX rates
• Save favorite recipients
• Split bills with contacts
• Bulk payments to multiple recipients
• QR code payments
• None of the above

We'd like to understand your experience a bit more. An AI moderator will ask a couple of brief follow-up questions about your transfer and alert experiences.

In which region do you primarily live?

• North America
• Latin America & Caribbean
• Europe
• Middle East & North Africa
• Sub-Saharan Africa
• Asia-Pacific
• Other
• Prefer not to say

Thank you for your time — your feedback directly helps us improve the sign-in, transfer, and alert experience. Your responses are confidential and will be analyzed in aggregate.

Overall, how easy or difficult is it to sign in to your account?

Approximately how many transfers or bill payments did you complete in the last 30 days?

• 0
• 1–2
• 3–5
• 6–10
• 11–20
• More than 20

For a 'large transaction' alert, what minimum amount would you want to be notified about?

• $50+
• $100+
• $250+
• $500+
• $1,000+
• $5,000+
• I'd set a custom amount

Based on your experience, what one change would most improve your sign-in, transfer, or alert experience?

What is your age group?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

In the last 30 days, which, if any, sign-in issues did you experience? Select all that apply.

• Forgot password
• One-time code delayed
• One-time code not received
• Account locked
• Biometric (Face ID / Touch ID) failed
• Two-step verification was confusing
• Other
• None of the above

Thinking about your most recent transfer or payment, how easy or difficult was it to complete?

How do you describe your gender?

• Woman
• Man
• Non-binary
• Prefer to self-describe
• Prefer not to say

How would you rate the speed of your most recent transfer or payment?

What is the highest level of education you have completed?

• Less than high school
• High school or equivalent
• Some college, no degree
• Associate degree
• Bachelor's degree
• Master's degree
• Doctorate or professional degree
• Prefer not to say

How confident are you that your transfers and payments will be processed correctly and securely?

What is your current employment status?

• Full-time employed
• Part-time employed
• Self-employed
• Student
• Unemployed and looking
• Not working by choice
• Retired
• Homemaker or caregiver
• Prefer not to say