“The retail banking sector occupies a critical corner on the Internet, and consumers place their financial livelihood in these companies every day,” said Paul Veugen, CEO and founder of Usabilla. “These companies strive to deliver a pleasurable and secure online customer experience by embracing the importance of usability and user experience (UX). We decided to test and highlight these leading retail banking websites due to the level of trust that consumers place in them combined with the intrinsic customer-centric nature of the banking sector.”
A total of 400 participants performed simple tasks, and gave feedback on the websites of eight leading retail banking websites. Participants who tested the sites were asked questions about what elements on each of the sites made them trust the bank, where to click to locate information about credit cards, where to click to find information about meeting with someone from their nearest branch about a mortgage, where to click on a page if their credit card was stolen, and what they would improve on each of the pages. The sites were then ranked for accuracy and the time it took users to locate the information on the website, and given a mean score. Chase ranked first or second in the majority of the usability tests, while Bank of America and Wells Fargo ranked last.
The major highlights are:
“Usabilla allows test users to share feedback in a simple, visual way that offers companies quick and meaningful insights into user experience at any stage of the website design process,” added Veugen. “The participants in our visual surveys are vocal, and they reveal positive and negative aspects of personal retail banking sites that are easily overlooked when you look only at the numbers, and not at the attitudes or user behavior.”
Download and read the full Usabilla User Experience Report on the retail banking sector at http://blog.usabilla.com/ux-banking-sector/.