How Good Is The Customer Experience At Canadian Bank Sites In 2010?

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.

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Designing in a high-resoultion world...help!

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.

 

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Introducing Emotional Experience Design

Ron-Rogowski  [Posted by Ron Rogowski]

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.

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Take The Conversation Offline At Forrester’s Chicago Tweetup

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.

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Web Site Brand Review Workshop October 26, Chicago, IL (In Conjunction With Forrester’s Consumer Forum 2009)

Ron-Rogowski [Posted by Ron Rogowski]

 

Ever wonder why Web sites offer such lackluster brand experiences? Want to know how your site can help you differentiate your brand online?

 

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Chiming In On The Ikea Font Change Debate

Ron-Rogowski [Posted by Ron Rogowski]

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Financial Services Brand Series Live!

Ron-Rogowski [Posted by Ron Rogowski]

I wanted to alert our readers to a new series of research recently published on our Web site, called “Best And Worst Of Financial Services Brand Building Web Sites, 2009.”

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Brand Experience Lessons From Pixar

  Ron-Rogowski  [Posted by Ron Rogowski]

 

My 3 ½ year old son loves the Pixar movie “Cars.” Ok, I admit it, I love it too. It’s a feel-good story with lots of lessons, great animation and, of course, cars.

 

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Looking Ahead To Forrester's First Ever Forum For Customer Experience Professionals

Ron-Rogowski [Posted by Ron Rogowski]

 

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.

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