Best And Worst Of Website User Experience, 2011: Canadian Banks
Forrester Applies Its Website Review Methodology To Six Canadian Bank Sites
June 15, 2011
Why Read This Report
Forrester evaluated the user experience at the public-facing websites of six leading Canadian banks by assets: Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC), Scotiabank, and TD Canada Trust. This year, all six sites reviewed show signs of improvement, with Bank of Montreal leading the pack and RBC following close behind. Despite many improvements and some clear best practices, a number of usability flaws still exist across all of the banks including inefficient task flows, illegible fonts, hard-to-find privacy and security policies, and unclear company-specific menu categories. Banks need to focus on design fundamentals to fix items within their immediate control (e.g., text legibility), follow the principles of Scenario Design, and make meeting tomorrow's needs a strategic priority.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- How Good Are Canadian Banks' Public Website Experiences In 2011?
- Canadian Banks' Sites Show Signs Of Improvement From 2010
- Fix Common Usability Issues First, Then Look For Ways To Differentiate
- Supplemental Material
- Related Research Documents
Reviewer's Guide: Website User Experience Review 8.0
January 26, 2010 | Adele Budovsky
2011 Canadian Online Sales Bank Rankings
July 5, 2011 | Brad Strothkamp
Executive Q&A: Website User Experience Reviews
January 13, 2010 | Adele Budovsky