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]
2002 Credit Union Website Usability Issue One - Crucial Forms Hidden from View - Surely these forms aren’t meant to be hidden intentionally…they are simply hard to locate, buried under layers of clicks. Blame poor web site architecture, lack of growth-management, non-standard maintenance or a new term, “link decay” which refers to shuffling pages and links without proper testing. Regardless, if a member has to search for a loan application, membership change of information or inquiry form that resides three or more clicks below the surface, research shows they are not likely to use them. [More]