Report

March 2001

Next-Generation Financial Sites

Randy Souza 		Today's financial sites barely satisfy the early adopters of Net banking and stock trading. To profit from tomorrow's users, sites will offer contextual guidance, intelligent transactions, and preemptive support.
by Randy Souza with Ron Shevlin, Emily Boynton

INTERVIEWS
  • Executives believe that their sites fall short in critical areas.
  • Channel integration and scarce resources challenge firms.
ANALYSIS
  • Firms barely meet consumers' online expectations.
  • Sites ignore the goals of different customer segments.
  • Next-generation sites will become the lead channel for delivering a superior customer experience.
ACTION
  • Scenario Design must drive next-generation sites.
  • Customer segmentation strategies need an overhaul.
  • Replace focus groups with direct consumer observation.
WHAT IT MEANS
  • Separate online business units will become extinct.
  • Financial management by exception will become the rule.
 
Figures & Data
  • Figure 1.  The State Of Financial Site Design
  • Figure 2.  Financial Firms' Design Imperatives, Differentiators, And Challenges
  • Figure 3.  Financial Institutions Barely Meet Online Consumers' Expectations
  • Figure 4.  Online Finance Experiences Are Broken
  • Figure 5.  Disparate Customer Segments Put New Demands On Financial Sites
  • Figure 6.  Successful Sites Will Blend Advice, Transactions, And Support
   
RELATED MATERIAL 
  • Online Resources
  • Consumer Data Used In This Report
  • Companies Interviewed For This Report
  • Related Research
 
GRAPEVINE
  • Lighthousebank.com gets customer service almost right.
  • The inescapable channel coordination challenge.
  • Microsoft stifles online banking -- without even trying.

 

Find Documents In Related Categories

This document falls under the following categories. Click on a link below to find similar documents.

 
Document Type: Report
corner border corner
Ratings and Comments
NOT YET RATED
corner border corner