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Banking and Cards Research
Digging into the Customer Experience: Banking and Credit Cards
Corporate Insight’s Bank Monitor, Credit Card Monitor and Small Business Card Monitor provide ongoing coverage of the products, websites and overall customer experience offered by the nation’s leading banks and card issuers. Our value-added banking and credit card research digs deeply to evaluate the retail and small business customer experience.
|Private Site Navigation|
The usability of any bank’s private site is based on more than just the tools and information it provides, it also depends on the ease with which they can find these tools and account maintenance features. In this Bank Monitor Report, we investigate the navigation of each bank’s online account management site, looking at the main navigation design, page layouts, quicklinks and information architecture.
In this Bank Monitor Report, we look into the navigation provided by each firm on its private site. Navigation is one of the most essential aspects of any account management private site, with even the best tools rendered ineffective if clients cannot locate them. As we investigated the navigational features of the various banks’ online account management sites, we focused on the following issues:
Consistency between links and page designs throughout a private site is beneficial to both experienced users and novices. Of all the firms, 63% currently use a standard page design throughout the private site, though only 50% of the firms present all links with standardized colors and underlining.
Additional key findings include: