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The Usability Company recently undertook some site testing across 8 different online banking services, these included:
Natwest
Alliance and Leicester
Abbey National
Lloyds TSB
Smile
Egg
Intelligent Finance
Cahoot
As you might be able to tell, four of these were fully online banks, while the other four where traditional real-world banks.
As a simple overview to the usability of the sites we asked our eight participants to complete 2 tasks:
"find the savings account with the best rate of interest"
and
"find a telephone number which will guide you through setting up a savings account"
We specifically left the word "helpline" out of the second task as different sites had named the service under different titles.
Nevertheless, users knew what they were looking for and whilst there were a few difficulties navigating into the interest rate sections for the savings accounts, we gained the most interesting results from the second task.
The Sunday Times
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