Keynote banking's best websites

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Presentation on banking industry best practices for website design and performance.

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<ul><li> 1. Bankings Best Websites:Who is Leading the Way and Why An InformationWeek Financial Services WebcastSponsored by</li></ul> <p> 2. WebcastLogistics 3. TodaysPresenters Chris Musto,GM, Keynote CompetitiveResearch and Financial Services Keynote Systems Ken Harker Senior Consultant Keynote Systems 4. BankingsBestWebsitesWhoisLeadingtheWayandWhyChrisMustoGM,KeynoteCompetitiveResearch&amp;FinancialServicesKenHarkerSr.Consultant,KeynoteSystems 5. Tolearnwhatworksinonlinebanking,KeynoteaskedonlinebankersastheyusedonlinebankingSITESEVALUATED: SAMPLE: BankofAmerica 7evaluations;1519paneliststotal Chase ~200persite;USonlineadults18+ Citibank Currentonlinebankingcustomerofsitebeingevaluated SunTrust Allpanelistssuccessfullyloggedintoaccount U.S.Bank WachoviaTIMING: WellsFargo Wave7evaluationperiod:May2010 Previousevaluationperiod: May2009 Nextevaluation:May2011 6. Astheytookthestudy,wesawhowtheyusedtheoffering,askedwhattheythoughtofit,andanalyzedtheresults Weinvitedonlinetoevaluatetheir..usingourbrowser bankersbanksonline companionthat bankingcapturesevents whichweanalyzeprovidingperformingtasks quantitativelyandclickstreams, &amp;answering qualitativelycommentsand questionsfeedback Findinformationthatmeets yourneeds.Howsatisfiedareyouwiththissite? 7. Totheuser,theevaluationwasanaturalexperienceTheusersview Keynoteasksusertoperformatask Keynoteasksquestionsabouttheusersexperienceperformingthattask Keynoteaskstheusersimpressionsofthebank Tous,itwasanopportunitytofindouthowsomebanksgetbetter businessoutcomesfromonlinebanking 8. Weaskeduserstoperformsixtasks 1. LogIn 2. CheckBalancesandTransactions 3. UpdatePersonalInformation4. SchedulePaymentorExploreOnlineBillPayment 5. UseCustomerSupport6. Explorethebanksotherproducts 9. Asusersconductedthesixtasks,wefoundtheexperiencesthatpredictedBrandandLoyalty BUSINESS SUCCESS DRIVERSBRAND IMPACTLOYALTY IMPACT CorrelationtoCorrelationto BrandImpact LoyaltyImpact1.CustomerSupport3.BillPaySatisfaction =Thehighestpartialcorrelationofdrivertoindex 10. Whoexcelledatthesebusinessdrivingsiteexperiences? Bill PayRANK Customer Support Satisfaction1SunTrust Bank of America23 Bank of AmericaSunTrust4 U.S. Bank567 11. CustomerSupportWhoisLeadingtheWayandWhy 12. CustomerSupportRankings TopmetricsinthisdriverSunTrustandBankofAmericaamongtopsites Optionstoresolve satisfaction Agreeincontexthelp provided Agreesitecares Onlinehelpnotwell organized DifficulttolocateFAQsand otheronlinehelp Difficulttosearchonline help Sitedoesntprovide specifictips/instructionsasI completedifferenttasks 13. SunTrustLeads:AgreeInContextHelpProvidedRateoftoptwoboxagreementwithstatement Howstronglydoyoudisagreeor agree withthefollowing statement? "Thissiteprovidesme withhelp,tips,and guidancespecifictothe taskIamtryingto complete(i.e.,without havingtoleavethepageI amon)." 1=Stronglydisagree 7=Stronglyagree 14. RateofonlinebankingusersfrustratedbylackoflivechatinonlinebankingBankofAmericaismeetinganexpectationWhichofthefollowingproblemsorfrustrations,ifany,haveyouencounteredwhencontactingcustomerserviceatCOMPANYinthepast (viaemail,phone,etc.)?[Checkallthatapply]Onlinechatnotavailable 15. LiveChatgetsnoticed:BankofAmericaMultiplecontact/helpoptions Therearedifferentoptionstogetcustomerservicesuchastelephone,emailorchat. seemtobethereforyou24/7.Ifyouneedtotalktosomeone,youcanchat,email,orcallthe1800number. Ilikethefactthattherearedifferentchannelsofsupportwhetheritisliveorweb/phone.Idolikehavingimmediatesupport. IlikethatwhenIclickhelpitpopsuphelpforthesectionofthesiteIamon,exifIaminbillpayIamgivenhelpforbillpay.Livechathelpfulforimmediatehelp Likeverymuchonlinelivechat.Veryveryhelpful. Iusedthelivechatforaproblemanditwasresolvedrightaway. Ialsoreallylikethatthereisanonlinechat.ThatmakesitreallyeasywhenIamalreadyonthecomputerandIneedhelpsolvinganissue. 16. BillPaySatisfactionWhoisLeadingtheWayandWhy 17. BillPaySatisfactionRankings Allmetrics Schedulepayment satisfaction(Q58) Schedulepayment difficulty(Q56) Inadequateonlinebanking feature:Paybillsonline (Q117) ReasontoStopOnlineBill Pay:Difficulttouse(Q61) ReasontoStopOnlineBill Pay:Notenoughbillpay features/options(Q61) Inadequateonlinebanking feature:Receivebillsonline (i.e.,ebills)(Q117) ReasontoStopOnlineBill Pay:Feesaretoohigh(Q61) 18. SunTrustandU.S.Bank:SchedulePaymentSatisfaction(Q58) Howsatisfiedareyouwiththe onlinebillpaymentservice atthis site? 1=Notatall satisfied 7=Extremely satisfied 19. BillPaySatisfactionBestPractices:U.S.BankQuickandeasytouse Quick,clear,easy. Itsveryeasytouse,theprocessisfast. Itsconvenientandveryeasytouse. Ilikethesimplicityofit.Veryclean.Easeoflookingup/addinganewbill Itcanpayapersonbylookinguphisphonenumber. Settingupnewpayeestartedwithaskingforphonenumber,tosimplifyprocess. Itssoeasytolookupapersonifyouarepayingthemabill.findsalloftheirinformationforyou. Easytofigureouthowtoaddbills,andlotsofgoodinstructions.HelpfulPaymentAssistantwindow Whenyouclickonabilltopay,aboxcomesupwithinformationonthelast3paymentsthatweremadetotheaccount. 20. BillPaySatisfactionBestPractices:SunTrustQuickandeasytomakepayments,service isfree Itseasytouse,&amp;fast. Theeaseofuseanditsfree! Theonlinebillpayprocedureisverystraightforwardandsimple.Anditisfree. Itisfastandeasytoarrangethepaymentonlineandhasslefree. Theserviceisveryeasytouseandconvenient.HelpfulPaymentAssistantwindow MypaymenthistoryisrighttheresothatIcanreviewpreviouspaymentsandtimewhentheyweremade. IlikebeingabletoseewhatmypaymenthistorytoeachbillerisEaseofaddingnewpayee Ilikehoweasyitistoaddabillandtomakeapayment. ItiseasytouseandIcanpayanybilloranyone. 21. HowbanksarelearningfromthebestoftheWebWhoisLeadingtheWayandWhy 22. BB&amp;T:LandingpageashubTellthecustomerwhattheyneedtoknow,eveniftheydidntrealizetheyneededtoknow Displayupcomingtransactions Showalerttopics Highlightnewinformation 23. PNC:LeadingthemovementfromstatementtohubTellthecustomerwhattheyneedtoknow,eveniftheydidntrealizetheyneededtoknow Availablebalanceistheonedimensionalmetricthatmattersmostinacheckingaccount ButwhathaspostedandwhatwillpostarecriticaltounderstandingthatmetricandanswermostquestionsOnpagetoolstosortorfiltertransactionsAggregateofpendingwithdrawalsanddeposits 24. Webster:ThelittlebankwhosecustomerscoulddoitmoreeasliyWhatdoIneedtoknowandwhatcanIdo? Unlikecustomersatmostlarge banks,Webstercustomersdont havetoclickpastthesecuresite landingpagetoseeifarecent transactionhasbeenprocessed. Thesitealsoprovidesanonpage transferinterface. Thelinkdirectlytothecurrent statementisaneasilyignoredbut importantfeature,withmostbanks requiringaoneclicktopickan accountandasecondclicktoview itsstatements. 25. LowingthebarriertofeedbackWhoisLeadingtheWayandWhy 26. BankofAmerica:TransactionhistoryenablesonpageeditingAstreamlinedpathtoedittransactionrecordsdirectlyfromthetablewithoutclickingthroughhierarchicalpagesmakesforamoreintuitiveandfasteruserexperience 27. BankofAmerica:Lowbarriertofeedbackontransactiontagging Taxdeductible reimbursableNotjustbeautifulwordstoyouraccountant Lowerbarrierstopositivereturnsonconsumereffortstillpayoffforbothbankandcustomer 28. KeynoteCompetitiveResearchBankingProspectsStudy 29. BankingProspects Howdobankingsitescompareintechnicalquality?SiteperformanceandsiteavailabilityareagoodstartKeynoteusesamoreholisticapproachtoassessingsitequality Consideracommonpath(transaction)throughthesiteInthiscase,startatabankhomepage,stepthroughtheprocessof findinginformationoncheckingaccounts,andbegintheapplication process Knowinghowyoursiteranksinacompetitivestudyisimportant, butknowingwhyyourankwhereyoudoismoreimportant 30. TypicalStudyMeasurementLocationsAtlantaVerizonBostonVerizonChicagoVerizonDallasVerizonDetroitLevel3HoustonVerizonLosAngelesQwestMiamiVerizonNewYorkAT&amp;TPhiladelphiaLevel3SanFranciscoSprintWashingtonD.C.Qwest 31. TransactionComparedHomePageList/Details Apply ProspectiveCustomer 32. 7KeyFactors HighSpeedResponse DialUpResponse Responsiveness ResponseTimeConsistency Index GeographicUniformity LoadHandling Availability Reliability OutageHoursIndex 33. StudyPeriodForonetimestudies,Keynoteusesatleastthreeweeksofdata Importanttomeasureweekdaysandweekends Multipleweeksreducetheimpactofanyholidaysorunusualnewsevents Forbankingstudies,Keynotedoesnotconsiderweekendstobepeakperiod,butasmoreandmorecustomersinteractwithfinancialinstitutionsonline,thismightneedtochange Longtermcontinuousmeasurementisthebestwaytomanagesiteperformance 34. AnExampleofanActionArea AverageTimeandVariability Allpagesareveryslowtoasmallpercentageofsitevisitors 5%ofvisitorsseepageloadtimesofslowerthan23seconds Keynoterecommendsallpageloadsaverage2secondsorfasterHigh95thpercentile timesindicate smallnumber ofsitevisitorsseemuchslowertimes thantheaveragesitevisitor 35. ActionAreas ProfilingPagePerformancebyElement Manythingscanimpactsite performance,includingissues withapplicationcalls,CDNs,and thirdpartyelementsYoucannotrelyuponimplementingbestpracticestosolveallproblems,youneedtomeasure 36. ActionAreas ApplicationCallsandVariability Theapplicationcallthatgeneratesthebasepagecontentoccasionallytakes5to8secondstoload Endusersseenochangestothenewpageuntilthiscalliscomplete Thedelayisverydamagingtoenduserperceptionofthesite 37. ActionAreas ClientSideProcessing 150msofclientsideprocessingdelayAlthoughbankingsitesarenotpushing theAJAX,Javascript,andFlash modelasmuchasotherindustries, weareseeingitmoreandmoreYouneedtounderstandtheimpactofclient 200msofclientsideprocessingtime sideprocessingdelayThispagehastwoperiodsofclientside processing,earlyinthepage download,thatimpacttheenduser perceptionofthepage 38. ActionAreas ThirdPartyElements Managingtheperformanceandreliabilityofthirdpartycalls(adtags, analyticstags,marketingtags,etc.)isachallenge Delaysfromthirdpartyelementscanblockcriticalpagecontentfromloading Thedelayisverydamagingtoenduserperceptionofthesitesales.liveperson.netcalltakesanextraordinarilylong time Criticalpagecontentfromthebankingsiteisblockedfrom loading 39. ActionAreas GeographicUniformitySitevisitorsinSanFrancisco,Miami,andLosAngeleshaveslowerpagedownloadtimesthantheothermarketsIsthisnormal?Cansomethingbedone?WouldaCDNhelp?Arethirdpartyelementspartlytoblame?WhatelsecanIdotomakesureallofmycustomersaregettingthesamelevelofservice? 40. KeynoteCompetitiveResearch MobileBanking 41. CommonChallengestoOvercome 1. Increasingdemandforyourservicesonmobile 2. NeedforconsistentQoSacrossdevicesandnetworks 3. Dependencyon3rd Partiestodelivermobileservices 4. LackofabilityenforceSLAduetoinsufficientevidence 5. Servicedowntimeandpoorperformancecanaffectrevenueandbrandreputation 6. QuickreleasecyclesimpactingQoS 7. Needforperformancetrendanalysis 42. DifferentOptionstoDeliverContent WebApplications SMSApplications NativeApplications 43. WebApplicationMonitoring TypicalOnlineBankingCustomerActivity:SendPayment 1. Startbrowseronmobiledevice 2. OpensiteURL 3. Loginwithaccountcredentials 4. Completepaymenttransaction 5. Taketimingsofpageloadresponse 6. Validatecorrectcontentappears 7. Saveresulttoreportingserver 44. WebApplicationMonitoring:SendPayment2 3 14 45. 100%80%Weareunabletocompleteyourpayment... 45March10,2011 2009 Keynote Systems, Inc. - All rights reserved 46. MobileWebApplicationsIssuesImagetimedout ExpectedActuallyReceived 47. NativeSmartphoneApplicationMonitoring Downloadfrommobileappstore 1. StartApp 2. Login 3. Accessmainaccountbalancescreen 4. TaketimingsbasedonUIactions 5. ValidatecorrectresultappearsontheUI 6. Savetimingstoreportingserver 48. NativeApplicationMonitoring#1Start#2Login#3Retrieve #4Display ApplicationAccountInfo AccountBalance 49. Loginfunctionis Accountsummary brokenforseveral screentakesover60secondstoload hours Loading Loginfunctionisbrokenforseveralhours MyKeynotecantrackproblemswithapplicationsrunningonrealiPhones49andotherpopularmobilehandsetsMarch10,2011 50. CompetitiveBenchmark:HomePageDownload PerformanceinSecondsHowimportantisbeingfast?2007KeynoteSystems,Inc.Keynote&amp;ClientConfidential. 51. MobileBankingSummary MobileBankingisprovidingcompetitivedifferentiation MobileBankingleverages: SMS MobileWebsites NativeSmartphoneApplications(iPhone,Android,BlackBerry) CompositeTransactions Endusersshowlowfailuretolerancewhenapplicationstouchtheirpersonalfinancialinformation Competitivebenchmarkingisextremelypopular 52. Questions? 53. Q&amp;A PleaseSubmitYourQuestionsNow 54. ResourcesTo View This or Other Events On-Demand Please Visit:http://www.netseminar.comFor more information please visit: http://www.keynote.com/company/events/events.html </p>