Trends Report

Best And Worst Of Website User Experience, 2011: US Banks

Forrester Applies Its Website Review Methodology To Six US Bank Sites

June 15th, 2011
Ron Rogowski, VP, Executive Partner
Ron Rogowski VP, Executive Partner
With contributors:
Belle Bocal , Richard Gans , Amelia Sizemore

Summary

Forrester evaluated the user experience at the public-facing websites of six leading US banks by assets: Bank of America, Chase (JPMorgan Chase), Citibank, PNC Financial Services, US Bank, and Wells Fargo. Overall scores were high. This year, Citibank led the pack, with Chase and US Bank close behind. Some of the best practices that we uncovered include clearly presenting fees associated with accounts and listing documents required to complete the online application process upfront. However, a number of usability flaws still exist across all of the banks including inefficient task flows, illegible fonts, irrelevant search results, and hard-to-find privacy and security policies.

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