Online Banking Flaws Contribute to Slow Growth

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The experience of online banking still not ready for widespread Adoption.

Online banking was once one of the fastest growing areas of Internet use. Not so today. What has happened? According to a new research report released today by Web usability experts Change Sciences Group, online banking is just too hard to use.

To jump to a detailed report overview visit:

All indications are that the rapid growth in online banking came from younger, more broadband connected and more experienced Internet users in the past. Now the burden is on banks to take online banking to the next level and truly make it easy for everyone to use.

The new report looks at what people experienced over the last month as they attempted to complete basic banking activities like paying a bill on 16 leading bank sites.

Highlights from the report include the following.
--All of the sites fail to answer at least one critical question that users need an answer to before moving forward.
--All of the sites have navigation designs that pose challenges to some users.
--50% of sites have page layout problems that make information hard to find.
--69% of sites lack design elements that help users stay focused and on track.
--50% of sites make entering data through forms harder than it needs to be.
--63% of sites ask users to do things that many see as annoying.

The three best sites overall are:
1. Wachovia
2. Bank of America
3. Marshall & Ilsley

The complete list of sites reviewed in the report includes: Bank of America, BB&T, Chase, Citibank, E*Trade, HSBC, Huntington, Marshall & Ilsley, National City, NetBank, PNC, US Bank, USAA, Wachovia, Washington Mutual and Wells Fargo.

For a detailed report overview and the complete ranking of all 16 sites visit:

Change Sciences was founded in January 2000 to help companies optimize online business by basing decisions on how people use technology while they live, work, and play.

Terri Dickey
Change Sciences Group, Inc.
888-864-1160 x723


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Terri Dickey
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