Ten characteristics of next-generation financial services

websites

By Tim van Tongeren @ EDS http://experiencedesignscout.wordpress.com

50%of consumers enjoyed the recent interactions with their banks

Source: http://experiencematters.wordpress.com/2007/11/27/forresters-2007-customer-experience-rankings/

only

34%of consumers trust banks to treat them fairly and honestly

Source: Forrester Research, Building Stronger Customer Relationships, January 2006

only

43%of consumers think banks make financial services simple

Source: Forrester Research, Building Stronger Customer Relationships, January 2006

only

EnjoymentComprehensio

nTrust

EasyFun

DifferentPretty

GraciousOpen

Secure

EducativeHelpful

Pro-active

Customer

Financial Institution

Enjoyment // Easy123456789

10

1 2 3

Enjoyment // Fun123456789

10

123456789

10

Enjoyment // Different

123456789

10

Enjoyment // Different

123456789

10

Enjoyment // Pretty

123456789

10

Enjoyment // Pretty

123456789

10

Trust // Gracious

123456789

10

Trust // Gracious

123456789

10

Trust // Open

123456789

10

Trust // Open

123456789

10

Trust // Secure

123456789

10

Comprehension // Educative

123456789

10

Comprehension // Helpful

1

2

3

123456789

10

Comprehension // Pro-active

123456789

10

Comprehension // Pro-active