Web Site User Experience 2010: US Banks/Canadian Banks

For several years, Forrester has published annual reports that ranked public-facing bank sites from the perspective of an eBusiness professional. This year, their customer Experience research team collaborated with their eBusiness research team to create their own grading reports tailored to the unique needs of Customer Experience professionals.  Here's a quick overview and links to learn more:

EXECUTIVE SUMMARY

Forrester evaluated the user experience at the public-facing Web sites of the six leading US banks by assets: Bank of America, Chase, Citibank, PNC Financial Services, US Bank, and Wells Fargo. Overall scores were high, compared with the average for US sites in general. Bank of America led the pack, and Citibank followed close behind. The most common usability flaws we uncovered across all of the banks included inefficient task flows, illegible fonts, wasted space, and hard-to-find privacy and security policies. To improve the online user experiences they offer, and in the process differentiate from competitors, banks should follow the principles of Scenario Design, emphasize design basics, and move toward an online future where site content is customized, aggregated, relevant, and social.

Web Site User Experience 2010: US Banks

Harley Manning evaluated the user experience at the public-facing Web sites of the six leading US banks by assets: Bank of America, Chase, Citibank, PNC Financial Services, US Bank, and Wells Fargo. Overall scores were high, compared with the average for US sites in general. 

Web Site User Experience 2010: Canadian Banks

Also in this report series, Ron Rogowski grades the user experience at the public-facing Web sites of Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC), Scotiabank, and TD Canada Trust.