Before we launch into a few entries this month on product and marketing strategies, let’s reflect for a moment on what users expect from online banking. Use this as a checklist as you review your product design and marketing messages.





Source: Online Banking Report, 8/01
1We call it the illusion of real-time processing, because users don’t so much care whether a transaction is processed in real-time or batch mode, what they care about is that they can SEE that you have accepted their transaction and have adjusted balances accordingly; the actual debits and credits can be handled behind the scenes in batch mode.
2It’s extremely difficult to describe what’s “right” in words, but , we know it when we see it; for example, ING Direct’s Orange Savings account .
3While pictures happy people in branch signage and take-one brochures make your bank seem more user-friendly, it works of the opposite on the Web, where users may become annoyed at the wait to download pictures that have nothing to do with the product