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	April 30, 2010 Web Site User Experience 2010: US Banks Forrester Applies Its Web Site User Experience Review Methodology To Six Top US Banks by Harley Manning with Richard Gans, Brad Strothkamp, Rachel Zinser	Average: 9  (1 rating)

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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.

Keywords

• Web Site User Experience Review

TABLE OF CONTENTS

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

RECOMMENDATIONS

• To Differentiate, Adopt Design Frameworks And Best Practices
• Supplemental Material
• Related Research Documents

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