Here's the full breakdown for your team.
What you're looking at in the dashboard
The BofA dashboard has six distinct tiles — two account balance summaries, a credit card balance, a spending tracker, a Zelle entry point, and a FICO score display. Each tile carries a different user need and therefore a different set of UX metrics worth testing. Here's the breakdown tile by tile, then the recommended stack for a usability study.
Account balance tiles (checking + credit card)
The core job here is instant comprehension. Users open the app to check their financial position in under 10 seconds. The two metrics to test are Comprehension (do users correctly understand what "available balance" vs "current balance" means without any friction?) and Confidence (do users feel certain they're seeing the right number?). If comprehension is low, you're probably looking at a Confusion Trap — users hesitate, re-read, or tap the tile to verify.
Product KPI: tile interaction rate (are users engaging with the balance or just glancing?). Business outcome: 30/90-day active user retention — balance clarity is the anchor reason people open the app.
December spending tile
This is the most behaviorally rich tile because it shows a donut chart, a total, and an over-budget signal ("3 Categories Over Budget"). Test Usability (can users navigate into the categories without a dead end?) and Satisfaction (does seeing their budget status feel helpful or just anxiety-inducing?). A Trust Gap risk exists here: users who understand the tile but feel judged by it may stop engaging.
Product KPI: budget feature adoption rate — the share of sessions where users actually drill into spending categories. Business outcome: cross-sell and product attach rate — users who understand their spending habits are the highest-intent audience for BofA savings or credit products.
Zelle tile (3 pending requests)
Three pending requests is an action state, not just information. Test Completion (do users successfully resolve pending requests from this tile?) and Effort (how many taps, how much cognitive load?). A high effort score here is a Friction Wall — users know what to do but the path is harder than it needs to be.
Product KPI: P2P transaction completion rate. Business outcome: Zelle transaction volume, which directly ties to interchange revenue and competitive retention against Venmo/CashApp.
FICO score tile
This is an entirely Trust- and Desirability-driven tile. The number (734) means nothing without context, and context requires trust in the source. Test Trust (do users believe this score is accurate and current?) and Desirability (does displaying this score make the app feel more valuable?). Low desirability here is a Commitment Check risk — users notice it once and then ignore it on every subsequent visit.
Product KPI: click-through from FICO tile into credit card or loan product flows. Business outcome: credit product application starts — this tile is the most direct lending lead-gen surface in the entire dashboard.
Dashboard navigation and layout overall
Regardless of individual tile quality, test the dashboard as a whole interaction. Time on Task (how long does it take to find a specific piece of information?) and Drop-off Rate (what share of sessions leave the dashboard screen without taking any action?) give you the performance floor.
Product KPI: task success rate. Business outcome: support cost reduction — when users can't find what they need, they call, and mobile banking support calls are expensive.
The recommended test stack
For a single usability study, use six metrics together: Comprehension + Confidence + Usability + Trust (behavioral/attitudinal) and Time on Task + Completion Rate (performance). This stack is designed to reveal all three experience traps: a Confusion Trap shows up as low comprehension with high time on task; a Trust Gap shows up as high task completion but low confidence; a Commitment Check shows up as strong single-session engagement but weak predicted return intent.
Collect with three instruments in parallel: a task-based usability study for the behavioral and performance metrics, a post-task confidence survey (5 questions, Likert scale) for the attitudinal metrics, and session analytics with heatmaps for completion and drop-off in the live product.