Observed Signal · Feb 24, 2023 · Survey Publication · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
Bank Websites Get UX Test: Study Finds Ease-of-Use Gaps
UserTesting published a study in which 1,500 people tested the websites of five major US banks — Chase, Bank of America, Wells Fargo, Citibank, and US Bank — performing three tasks: finding a savings account interest rate, applying for a savings account, and contacting customer support. Participants rated ease of use, ease of understanding, trustworthiness, aesthetics, and efficiency. Ease of use scored lowest across all sites at 3.97 out of 5, followed by efficiency at 4.03. Users frequently complained about difficulty finding support information and the lack of chat or obvious contact options. The article notes that while most banks offer remote account opening and digitized services, friction remains, particularly in navigation and support accessibility. Banks are urged to deliver seamless, intuitive digital journeys to build customer confidence and differentiate themselves.
The article presents a UX study of major US bank websites, highlighting digital customer experience gaps; relevant for CX/MarTech professionals but not an industry-shifting event.
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Key Takeaways & Evidence Grounding
- UserTesting surveyed 1,500 people to test the websites of five major US banks: Chase, Bank of America, Wells Fargo, Citibank, and US Bank.
- Ease of use was the lowest-scoring attribute across all five bank websites, at 3.97 out of 5.
- Nearly two-thirds of the US population uses digital banking services, according to Bankrate.
- A Deloitte study found 70% of banks now offer a remote account opening option, up from 55% in 2020.
- On one bank site, 82% of participants believed they found all interest rate information, but only 65% actually did.
Connected Companies & Entities
6 Entities mapped“Janelle Estes is chief insights officer at UserTesting, a human insights platform, and is the author of the article describing the study....”
“The study asked 1,500 people to visit the websites of five major US banks — Chase, Bank of America, Wells Fargo, Citibank and US Bank....”
“The study asked 1,500 people to visit the websites of five major US banks — Chase, Bank of America, Wells Fargo, Citibank and US Bank....”
“The study asked 1,500 people to visit the websites of five major US banks — Chase, Bank of America, Wells Fargo, Citibank and US Bank....”
“The study asked 1,500 people to visit the websites of five major US banks — Chase, Bank of America, Wells Fargo, Citibank and US Bank....”
“Digital maturity is rising across the whole banking sector, according to a Deloitte study that found 70% of banks now offer a remote account...”
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