Click here to receive the Fourth Quarter 2007 Banking Mind Model Study
Our Mind Model Analysis is a cross-section of one customer experience channel in one industry: online banking. We compare the page elements and layouts of a carefully selected group of top banking industry websites to create a composite website home page we call the Mind Model Representation (MMR). Analysis of the front door of a customer’s experience offers insight into user expectations from one side and a company’s focus and strategy on the other. It provides perspective on:
"Banks need to support both existing and potential customers and ensure the experience they provide is both pleasant and efficient."
- Kim Dziedzic, User Experience Strategist at Vox, Inc. "Customer-Oriented Banking Websites Crucial for Success."
MBANewslink.com. January 9, 2008
- Customer expectations
- Customer acquisition and retention
- Industry-wide customer experience issues
We Analyze:
- Content positioning and concentration (impression heat maps)
- Element balance & distribution
- Overview analysis (individual heuristic analysis)
- Usability ratings (six key components)
Our Fourth Quarter 2007 Banking Mind Model Study reveals
three interesting trends about online banking websites:
- Sites are dropping unessential elements to focus on selling products, especially credit cards
- The previous correlation between low usability scores and low MMR similarity has vanished
- Most bank sites still fail to offer Spanish-language versions
