Why Read This
The "Big Four" players in Australia's well-regulated banking sector emerged from the global financial crisis highly profitable and ready to invest in customer experience. To test how well they serve potential customers through their public-facing Web sites, Forrester used its recently updated Web Site User Experience Review methodology. None of the sites passed our usability tests, though Westpac's Web site came within a point of doing so. The greatest problems were with the sites' flawed search systems and inefficient tasks flows. To address these problems, the Big Four banks should adhere to the principles of Scenario Design and focus efforts on differentiating themselves by catering to their customers' deeper needs.