As part of a larger project that Harley Manning explained in a recent blog post, I've published a document that evaluated the customer experience at six top Canadian Bank Web sites. The premise was simple: we wanted to test how easy it is for a user who wants to find a checking account at a bank with a local branch that has weekend hours. We also wanted to know the fee structure and minimum balance requirements.
How did the sites perform? Overall, they did poorly, with no site achieving a passing score on our Web Site User Experience Review methodology. All of the bank sites we reviewed provided the necessary content and function needed to complete the goal, but none of them did so in a way that was contextual, findable, understandable, and trustworthy. Specific problems that plagued the sites included missing or misplaced content and function, inefficient task flows, and poor use of space, to name a few.
On the plus side, each of the sites provided a lesson for others to learn from. For example, while National Bank of Canada scored lowest in our evaluation, its page that sets up the application process clearly lists eligibility criteria, the information required to open an account, and a clear list of the steps in the online application process.
I’m Richard Gans, a Researcher on Forrester’s Customer Experience team.Ron Rogowski and I just published some research about designing sites to work in a high-resolution world.What did we find? The good old days of having simple choices for what size screen to optimize your site for are long over.Now, the majority of screens have surpassed 1024x768 with no single standard resolution in sight.
In a world where users approach the Web with ever increasing expectations, a firm's Web site has become critical for building a company’s relationship with its customers. Today, the Web site is often the first, and sometimes only, place customers interact with a company. Unfortunately, many sties offer lackluster experiences that leave an emotional void.
Are you attending Forrester's Consumer Forum 2009? Do you live in the Chicago area? Do you ever wonder who you are talking to on Twitter?
On October 26, the night before Forrester’s Consumer Forum, Forrester will be hosting a Chicago Tweetup. Tweetups are low-key social events where Twitterers can network and meet the people they tweet with. Anyone can attend; it is an informal atmosphere that allows casual conversations.
Forrester’s first ever Customer Experience Forum kicks-off exactly one month from today, on June 22. The theme for the forum this year is “The Customer Experience Journey: Keeping Momentum In A Downturn.” I’m thrilled to be part of this wonderful event that will include executive speakers from big-name companies such as USAA, Virgin America, Symantec, Vanguard, New York Times and more.