The Age reported Four of Australia's largest banks have received the thumbs down in a review of their online banking systems with the ANZ emerging as "the best of a bad bunch".
An independent study by US research group Forrester, found that illegible text, poor layouts and missing information were just some of the major design flaws that forced customers to turn to more expensive call centres and branches, or even to seek out alternative offerings from competitors.
Presentation was cited in the report as being the most common shortcoming of the websites, all of which were hampered either by illegible text, missing content or poor page layout.
"To effectively use its [Westpac's] site, users need the dexterity of a 15-year-old to accurately use the rollover menus, a magnifying glass to read the text, and a lot of patience to made through the material," the report said.
An example quoted was ANZ made its customers click through five pages before they could even get started on a home loan application after attempts to apply directly from the home loan page failed.
CBA lost points because its home page gave no indication that visitors could actually research and apply for a credit card or home loan online, and it was also missing important data such as key credit card fees.
The reported concluded all the Big 4 could take a leaf out of and learn from international peers such as www.bankofamerica.com which uses a tab system to present rates and fees without clutter.
Source The Age - Louisa Hearn
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