Download pdf - 121108 snitker group - ebanking top 10

SnitkerGroupNovember 2012eBanking Best Prac9ces. A compendium based on the UX Alliance interna9onal eBanking benchmark study

Thursday, November 8, 12

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As part of the World Usability Day 2012, the UX Alliance released its International eBanking Benchmark Study.Based on it, we have compiled the 10 key takeaways that we think every bank should have on their website.

Thanks to everyone for participate.


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Ten things we want in every eBank website

Home Page Log in

Quick access to most frequent functions Easy to locate in the page. It stands out from the other elements

Direct access to important information Log in information should be at least in part, created by the user (either the ID or the password)

Log in / Log out buttons are in the same place

There is help in case the user forgets the password (taking into account security)

Big Icons There is no need to use the mouse to navigate the form

Consistency between web / app / corporate identity

Same information for the website and the mobile application


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Home Page Evaluation

Bank Country

La Caixa Spain

Deutsche Bank Germany

ING Poland

Canada Trust Canada

USB Switzerland

BBVA Spain


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La Caixa - España

•Easy access to most used functions•Information about security•Log in and log out are on the same position

•The design of the page is consistent with their corporate identity


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Deutsche Bank - Alemania

• All accounts are listed by name and balance

• Added balance of all accounts• Quick links to most used functions• There is no direct advertisement• Option to buy pre-paid phone cards


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ING - Polonia

• Start page shows account balance, investments and transaction history

• Big Icons• The log out button is easy to find• There is a notebook to write down important information

• Favorite section can be customized• The section “My Finances’ displays an overview of the client’s products


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Canada Trust - Canada

• Easy visualizaion of accounts and their balance

• The total balance is presented clearly

• Optin to download the account extract

• Quick ling to most used functions• Advertisement is at the bottom of the page

• Session history


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USB - Suiza

• Easy visualization of all accounts• Links to account details• Easy access to important functions• Access to important messages from the bank


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BBVA - España

• All information can be customized• The design is clear and easy to navigate

• Overview of accounts• Log out button is easy to locate• Side section for messages or advertisement

• The page is consistent with the corporate image and the mobile application


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Log in system

Bank Country

La Caixa Spain

OP Bank Finland

BBVA Spain

Bank of Tokio Mitsubishi Japan

Chase USA


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La Caixa - España

• It is really easy to access the account. The national identity number and the pin code is all that the user needs.

• The log-in form is easy to spot• There is help if the user can’t remember the pin code

• Same system for the browser and mobile app versions


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OP Bank - Finlandia

• The log in form is easy to find: upper right corner

• Contact info is available• There is no need to use the mouse


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BBVA - España

• The log in form is easy to find • The ID is the National Identification Number (DNI)

• The password is created by the user

• In case the user can’t remember the access codes, help is offered.


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Bank of Tokyo Mitsubishi UFJ -

• The log in form is easy to find • Log in button is bright and red, in contrast with the rest of the page


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Chase - EEUU

• The log in form is easy to find• The account name is created by the user

• In case the user can’t remember the access codes, help is offered.


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25 leading user experience firms in Europe, Asia, Americas, and Oceania are members of the UXalliance. This network reaches major markets all over the world and offers international user experience research for global companies.


