Clearly there is demand by credit union members to have on-line access to their account information, the ability to pay bills on-line and review canceled checks. However, this is not the only reason to maintain a web site for a credit union. Maintaining this small-picture thinking will only position the web site as a welcome mat for third-party services. Web sites need to spark interest and invite members to return on a regular basis. They need to function as a resource that members refer to and rely on to provide instructive, practical information. Members rely on their credit unions for financial advice, but too few credit union web sites deliver on this member expectation.
Offer more than just 3rd party links on your site.
The Fix: Change or freshen content at least once every two weeks. Draw parallels between the content on the home page with products or services within, but foremo... [More]
Too many credit union web sites evaluated use navigation systems that frustrate more than help users. The worst offenders are drop-down or fly-out menus that are slow to display, but disappear quickly if the user does not exercise precise control over his mouse. Many of these menus are not compatible with many older version web browsers, especially Netscape. What members with these browsers get in return is navigation that fails to appear at all, and if it does, it flickers. Members who want to easily manage their finances on-line consider poor navigation a frustrating nuisance.
Don't make your members struggle to use your site.
The Fix: Insist that your web developer use technologies that are supported by all browser types and platforms. During planning, you should conduct a survey of your membership (or at least a representative sampling) to determine how they are accessing your web ... [More]
2002 Credit Union Website Usability Issue Four - Use of Multiple Log-ins for On-line Services [More]
2002 Credit Union Website Usability Issue Three - Seeking Irrelevant Information on Loan Applications [More]
2002 Credit Union Website Usability Issue Two - Crucial Forms Lack Guidance - Think about how your member conducts business in your physical branch. If a member needs to withdraw or deposit funds, there is a form to complete. Are they applying for a loan? Another form. If they have a question, they ask to speak to a manager. Rarely do you need to teach a new member how to conduct business in person. But what works in person, doesn’t always translate to the Web. [More]