Customer Experience

e-point Conducts Comprehensive UX Survey Program for Bank Pekao

Since June 2020, e-point has been engaged in a 2-year qualitative research and UX audit program for the service and sales processes in Bank Pekao’s electronic channels.

Qualitative Research and Expert Audits Are Key to Excellent UX

The ultimate goal of the project is to analyze users’ behaviors and perceptions of new digital solutions that Bank Pekao has scheduled for implementation. We’re also verifying the usability of Bank Pekao’s existing solutions, Pekao24 (online banking) and PeoPay (mobile app).

During our cooperation, problem areas have been diagnosed and specific actions have been recommended to improve them. Thanks to this, the bank can launch digital products and services that are functional, easy to use, and fully meet user needs.

Scope and Methodology

Originally, UX qualitative research was planned around interviews and assignment tests in a research studio and in respondents' homes.  However, due to the pandemic, surveys have been conducted chiefly online. Among multiple UX surveys, we’ve included the bank’s youngest customers for the new PeoPay KIDS service. This service aims to introduce children aged 6 to 13 to the world of finance and banking (with their parents’ supervision).

The heuristic analysis method, which examines existing solutions against universal principles of Internet service usability, was used to find common issues. This was supported with the cognitive journey method, which relies on assessing solutions through the lens of user goals.

During this project, e-point is responsible for establishing the purposes of particular surveys, preparing research scenarios, organizing studies, and producing final reports that include conclusions and recommendations.  


"We greatly appreciate e-point’s knowledge and professional competence, as well as their flexible and empathic attitude to clients. In recent years, we have commissioned them to perform numerous surveys for strategic products and services in the field of electronic banking and mobile payments."

Rafał Witczak

Director of Omnichannel Banking Bureau, Department of Innovation and Payments

Bank Pekao