Financial Services Reports

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The Consumer Experience of Home Equity Web Sites: Turning Rate Shoppers into Customers
Sites Evaluated: 30
Three Best Sites Overall: Capital One, Citizens Bank, Fifth Third Bank

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The Consumer Experience of Bank Web Sites: Optimizing First Impressions, Account Selection and Online Account Opening
Sites Evaluated: 17
The Top Three Sites Overall: Bank of America, Citibank and BB&T

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Financial Services Web Sites 2010: Demonstrating Value and Customer Experience
Sites Evaluated: 22
The Top Three Sites Overall: Ally, ING Direct, Capital One

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The Consumer Experience of Credit Card Web Sites: Turning Rate Shoppers into Customers
Sites Evaluated: 33
The Top Three Sites Overall: Capital One

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The Consumer Experience of Retirement and Investing Web Sites: Good Online Experience Will Curb Negative Economic Trends
Sites Evaluated: 15
The Top Three Sites Overall: Charles Schwab, T. Rowe Price and Wells Fargo

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The Prospect Experience of Small Business Banking: Losing Ground while Standing Still
Sites Evaluated: 16
The Top Three Sites Overall: BB&T, Wells Fargo and Chase

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Inside Small Business Banking: Benchmarks and Best Practices for Increasing Enrollments and Adoption
Sites Evaluated: 10
The Top Three Sites Overall: Bank of America, Washington Mutual and Wells Fargo

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The Consumer Experience of Personal Loan Web Sites: Benchmarks and Best Practices for Turning Rate Shoppers into Customers
Sites Evaluated: 20
The Top Three Sites Overall: Credit One, Bank of America, CitiFinancial

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The Consumer Experience of Small Business Credit Card Web Sites: Demonstrating Value and Rewards, Winning New Customers
Sites Evaluated: 14
The Top Three Sites Overall: Discover, American Express and Advanta

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Inside Online Banking: Benchmarks and Best Practices for Increasing Enrollments and Adoption
Sites Evaluated: 12
The Top Three Sites Overall: SunTrust, PNC, Wachovia

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The Consumer Experience of Mortgage Web Sites: Communicating Offers, Getting Consumers Started
Sites Evaluated: 18
The Top Three Sites Overall: Wachovia, ditech and E-LOAN

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Questions and More Questions

Q: Is our site really that bad?

A: Well... Another way of asking the same question is how different is my site compared to the best site?

Consider this. A site with a score that is double that of best site can change at least half of its design to bring it into alignment with best practices.

Sound daunting? Maybe yes, maybe no. Sometimes changing a design means simply changing a label. Sometimes it means changing the layout of a page. Sometimes it means a complete overhaul. We cover it all so you can prioritize, get the low-hanging fruit now, and plan for the big changes tomorrow.

Q: This research looks great but what can I do with it?

A: The research is designed to drive design. So every research report we provide contains complete documentation on the best practices we've identified.

If this isn't enough, you can go a step further and hire us to translate the best practices into a new information architecture for your site.

Q: How are sites selected?

A: The first thing to know is that being included in the rankings isn't a reflection of site quality. We look for sites that have large user bases. We also look for sites that are competing for the same kinds of customers.

Q: Who are you guys?

A: We are a group of people who have been doing web work for the last 10 years. Most of us were working with interactive technology before 1995. We started Change Sciences in January of 2000. Our backgrounds are in human computer interaction (HCI) and information science.

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