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	April 30, 2010 Web Site User Experience 2010: Canadian Banks Forrester Applies Its Web Site User Experience Review Methodology To The Six Largest Canadian Banks by Ron Rogowski with Harley Manning, Brad Strothkamp, Rachel Zinser

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Executive Summary

Forrester evaluated the user experience at the public-facing Web sites of the six leading Canadian banks by assets: Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC), Scotiabank, and TD Canada Trust. Overall scores were disappointing: No site received a passing grade. RBC came out on top, standing out with a significantly higher score than any of its competitors. Among the most common usability flaws we uncovered were misplaced content and functionality, inefficient task flows, and poor use of space. To improve the online customer experience, Canadian banks need to prioritize fixing problems with known solutions, focus on Scenario Design, and differentiate the brand experience.

TABLE OF CONTENTS

• How Good Is The User Experience At Canadian Banks' Public Web Sites In 2010?
• Canadian Bank Sites Fall Short Of User Needs

RECOMMENDATIONS

• Canadian Banks Need To Get The Fundamentals Right
• Supplemental Material
• Related Research Documents

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