(Length: 22 pages)
July 19, 2006
Best And Worst Of Australian Bank Public Web Sites
ANZ Bank, CBA, NAB, And Westpac Did Not Pass
with John C. McCarthy, Michelle Amato, Harley Manning, Caroline L. Carney
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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Forrester interviewed four major Australian banks: Australia And New Zealand Banking Group (ANZ Bank), Commonwealth Bank of Australia, National Australia Bank, and Westpac Banking Corporation. Related Research Documents
May 25, 2006, Best Practices
March 31, 2006, Best Practices
May 6, 2005, Best Practices |
Forrester's Web Site Review Methodology: Refined And Tested Over Seven YearsFind Documents In Related Categories |
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Original air date: Thursday, September 25, 2008
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