itsme®: how agile user testing contributes to a successful financial app

The name itsme® probably rings a bell. More than 7 million Belgians now use itsme®, and the app is used more than 1 million times a day.

The app also has lots of renowned partners. You can use itsme® at almost all banks, most insurers, most health services and institutions, telecom providers, the government and public authorities, and document platforms.

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The itsme® app allows users to identify themselves quickly and securely with their smartphone. No card reader or long list of passwords required. Sharing data, registering online, and confirming orders and payments is also child's play.

AGConsult is definitely the right partner for us. Thanks in part to their input, itsme® has become a user-friendly app that inspires confidence. This is evident from the large number of active users and the high score of 4.8 out of 5 in the App Store.

Tom Van Den Bosch, CEO itsme®

Safe and fast smartphone identification
itsme® enlisted our help to optimise the app while it was still in the testing phase. To gain insight into the user experience, we organised user tests with eye tracking.

Tom Van Den Bosch, CEO of itsme®: ‘We are very happy with AGConsult as our partner for user testing. They familiarise themselves thoroughly, ask the right questions and their hands-on recommendation reports allow us to get started right away.’

Agile testing: an efficient way of working

We tested with a small number of users in different sprints. This means that we immediately retest every change before moving on to the next phase. If something doesn't work, we help come up with a solution. And then we test again. And again.

This allows you to move forward step by step, without a laundry list of improvements. And without the costs skyrocketing.

The goal? To develop a useful, groundbreaking and transparent app:

That is easy and intuitive for everyone to use
That users can trust
That is 100% secure and demonstrates this

How do you inspire confidence?

As a brand-new financial app, inspiring confidence in your users is no easy task.

But we succeeded, with clear information and instructions. Because transparency inspires confidence.

And with:

Reassuring messages

Such as:

‘Safety always comes first’
‘You are now securely logged in’
‘Please wait for approval’

Clinical-looking design

A clean design gives a scientific and therefore reliable impression.

Reliable partners

Major banks, insurance companies and government agencies, for example. If these major players have confidence in itsme®, this also increases user confidence.

Geruststellende microcopy en een lijst gerenommeerde partners. Zo stralen we vertrouwen uit.

Sensitive information

Trust, security and ease of use are key priorities for all organisations that work with sensitive information. Banks, online shops, hospitals and government agencies, for example.

But an advanced app such as itsme® did not yet exist on the market. This made the challenge all the greater. We only had one chance to get it right.

The result:

7miljoen

Belgians use itsme®

4.8/5

score in App Store

1miljoen

transactions per day

I am quite proud that we contributed to the smooth introduction of itsme® on the European market. The app had to meet a new demand from modern consumers, and it clearly succeeded in doing so.

Evelyn De Kesel, researcher at AGConsult

More renowned partners, more applications

itsme® has also convinced virtually all banks, insurers and government agencies to collaborate. Examples include KBC, Belfius, Tax-on-Web, Partena and Kind en Gezin. With itsme®, you can:

File your tax return
Submit damage claims
Confirm orders
Make payments
View personal documents

And the number of applications is still growing.

Tom Van Den Bosch, CEO of itsme®, is also pleased with the successful start: ‘The proof that we are absolutely satisfied? The fact that we asked AGConsult to conduct user tests again, this time to test the new signature feature.’

Ready to conquer the world

Meanwhile, the ID app has also crossed borders, reaching Luxembourg and the Netherlands.

Despite its success, itsme® can never be considered ‘finished’. Even after launching a good product, we continue to test and develop it. Because everything can be improved.

Product manager Tom agrees: