Executive Summary (This is a document excerpt)

Just how good are Australia's major banks' Web sites at attracting new customers? Forrester used its Web Site Review methodology to review the public sites of Australia's four largest banks. All four sites contained major design flaws that cost the banks money because they force customers to use the more expensive call center and branch channels or switch to competitors out of frustration. Each of the major banks could save more than $7 million a year by making their sites easier to use. This will only happen if they build a design-centric culture, using design personas, and learn from their international counterparts.

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