For Financial Services Professionals

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	July 19, 2006 Best And Worst Of Australian Bank Public Web Sites ANZ Bank, CBA, NAB, And Westpac Did Not Pass by Alyson Clarke with John C. McCarthy, Michelle Amato, Harley Manning, Caroline L. Carney	Average: 9  (1 rating)

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Executive Summary

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.

TABLE OF CONTENTS

• Forrester's Web Site Review Methodology: Refined And Tested Over Seven Years
• All Sites Failed: ANZ Bank Emerged As The Best Of A Bad Bunch
• Major Design Flaws Showed Up On All Sites
• The Positive Aspects
• The Organization Gets In The Way Of Better Customer Experiences
• Poor Design Costs Banks Money

RECOMMENDATIONS

• Build A Design-Centric Culture, Use Design Personas, And Learn From International Counterparts
• Supplemental Material
• Related Research Documents

This is an excerpt

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