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For Customer Experience Professionals

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

Forrester Applies Its Website Review Methodology To Six Canadian Bank Sites

June 15, 2011

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Authors

  • By Ron Rogowski
  • with Richard Gans,
  • Belle Bocal,
  • Amelia Sizemore

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.

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Table of Contents

  • How Good Are Canadian Banks' Public Website Experiences In 2011?
  • Canadian Banks' Sites Show Signs Of Improvement From 2010
  • RECOMMENDATIONS

  • Fix Common Usability Issues First, Then Look For Ways To Differentiate
  • Supplemental Material
  • Related Research Documents

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