Dear Standard Bank, Internet banking division
Hi,
The improvements to internet banking have some bugs, it seems.
I have had the experience twice now during "once off payments" that I get an error of "Internet banking is currently unavailable" when I go through with a transaction. It seems to be related to sending payment confirmations. It is bad behaviour because the transaction goes through, but the user (me) does not get a valid indication the payment has succeeded until a notification (sms, or email) comes through, or manually checks if there is a mention on the account transacted from/to.
I would also like to say that some of the "improvements" are actually a degradation, in terms of usability. The screen is more cluttered with graphics and text, and on my screen (which is running at 1280x800) has information pushed "below the fold". I would suggest that whoever is in charge of usability and new features looks into buying a copy of "Defensive Web Design" (http://www.amazon.com/Defensive-Design-Web-improve-messages/dp/073571410...), and other texts discussing usability on the web. While not absolutely correct, the EyeTRAC studies are a good reference point.
I (as a web developer) find it depressing that a service I am paying for has degraded usability, when the changes were supposedly improvements. It is not a wholely poor experience (there are some improvements, but my general experience is that the interface has become more confusing, not less confusing)
I am posting this email on my blog, and you are welcome to respond publicly (in the form of a comment), or as an email response.
--
Brad Whittington
Trackback URL for this post:
Hi Brad
I would be very very surprised if you get any response from Standard Bank and even more surprised if that response is one that makes you feel like anyone there gives a shit or has a clue.
Standard Bank used to be a very good bank but in the last year or so their customer service has dropped radically and their website and online banking has suffered from what appears to be a lack of concern for the customers experience.
Have a look at Capitec bank... I'm moving shortly.
j.
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On the plus side, at least they have cottoned on to some sort of usability...something that is still woefully overdue in many quarters. Perhaps the operations you tried were not something they tested in their set usability tasks, or maybe they didn't recruit geeks of a pedantic nature ;) I know for our usability we tried not to get any 'high' internet users, as they have requirements far and above what the average user expects.
Hey- at least you'll never be average.
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