For Customer Experience Professionals

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	March 5, 2007 Reviewing Three Mortgage Selection RIAs Usability Flaws Undermine Rich Interface Benefits by Tim van Tongeren with Jaap Favier, Ron Rogowski, Lizet Menke	Average: 6  (2 ratings)

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Executive Summary

Financial services firms adopt rich Internet applications (RIAs) to enhance the user experience with benefits like streamlined processes, customized content views, and financial modeling. To understand the usability of RIAs in financial services, we evaluated three mortgage RIAs. While none of the three applications passed our usability test, we found both user experience best practices and some well-known usability problems.

TABLE OF CONTENTS

• Financial Services Firms Adopt RIAs To Improve The Customer Experience
• Testing The User Experience Of Financial Services RIAs: Three Mortgage Tools
• RIAs For Mortgages Compromise The Technology's User Experience Benefits

RECOMMENDATIONS

• Apply Design Best Practices To Get The Most Out Of RIA Capabilities
• Supplemental Material
• Related Research Documents

This is an excerpt

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