I led a comprehensive usability testing initiative for Airtel Payments Bank (as client from BAIS), employing a multi-method approach that combined quantitative testing with 100 participants and in-depth qualitative interviews with 24 users.

This behavioural design-focused study examined four critical user journeys: Add Money, Send Money, Homepage feature discoverability, and cKYC processes. Using innovative clickmap analysis, path metrics, and comparative user/non-user behavior tracking, I identified key friction points and cognitive biases affecting the app experience.

The research culminated in a structured 5-step Usability Improvement Framework that prioritized visual enhancements, navigational simplifications, and strategic feature placements that aligned with users' mental models, ultimately leading to significant design improvements implemented by the client.

The project is protected under a Non-Disclosure Agreement. Contact me to know more.