Chatbots — also known as virtual assistants or automated assistants — can be a valuable resource for financial services consumers. Well-designed chatbots offer customer support in a helpful, conversational format, blending the strengths of live customer service and algorithmic results to increase customer satisfaction. In this white paper, we recommend nine ways to improve chatbot UX based on our […]
Icons can either help or confuse financial customers—and, by extension, firms’ profits—based on how they are used on a website. In an industry that offers complex products and services, icons can set key ideas apart. When used alongside meaningful text, they support users by attracting attention to key features. When used without text, however, they […]
- User Research
App navigation can be surprisingly complicated. Although apps have had years to develop best practices and conventions, there is still disagreement about the best methods of navigation. Corporate Insight recently conducted user testing in its in-house usability lab to get a firsthand perspective on clients’ feelings toward the navigation methods and strategies employed by mainstream […]
Corporate Insight is excited to announce that we have expanded our custom User Experience (UX) research services, with a broader mission to add value to our clients’ digital platforms. This expansion addresses growing concern from clients around the customer experience – and the rising cost of a poor client experience. “The customer experience has been […]
- User Research
Fund Thought Leadership Insights is a monthly blog series highlighting the best commentaries and expert analysis pieces released by asset management firms. For a full archive, click here. Looking Ahead to 2014As 2013 winds down, asset managers are beginning to turn their eye to the future. While prognostication may be best left to the realm of roadside psychics and internet astrologers, financial managers can look at ongoing trends and give some illumination to their expectations for the coming year. Here, we take a look at the top five thought leadership pieces that offer outlooks and predictions for 2014:
Corporate Insight designed a usability study that focused on the mobile and desktop offerings of five leading banks – Bank of America, Chase, Citizens Bank, U.S. Bank and Wells Fargo. We invited participants to the usability lab in our Midtown Manhattan offices in order to understand how mobile applications match up against traditional website interfaces both in terms of functionality and usability. Although websites offer much richer suites of account management tools, we found that in some cases, particularly person-to-person (P2P) payments, tablet apps’ relative simplicity led to strikingly higher success and efficiency. These and more findings available in our full whitepaper demonstrate the value that can be gained when you take the time to observe real users interacting with an interface.
User Insights Volume Two: Comparing the Desktop and Tablet Banking Experience Now Available on SlideShare
User Insights Volume Two: Comparing the Desktop and Tablet Banking Experience is now available on SlideShare! The study was originally released in late-June. Currently, consumers are using tablets to complement their personal computers when it comes to day-to-day activities like surfing the Web. Instead of replacing their traditional computers with tablets, many users are adding these devices to their technology toolbox, employing a particular device – computer, tablet or smart phone – based on factors such as their location or the task at hand.
Our latest usability study, User Insights: Comparing the Desktop and Tablet Banking Experience, explores how retail bank mobile applications match up against traditional website interfaces, both in terms of usability and functionality. This study focuses on the offerings of five leading banks – Bank of America, Chase, Citizens Bank, U.S. Bank and Wells Fargo. Our findings highlight problems that study participants encountered with each firm’s online and mobile experience.
Since the launch of our User Research Services last year, Corporate Insight has conducted a series of usability studies focusing on various segments of the financial services industry. We are excited to announce that the next study in our User Insights series is due out in early-June and will address the usability of banking websites and iPad apps, with a strong focus on transaction interfaces.
In mid-November, Corporate Insight hosted a webinar focusing on our latest mobile usability research. The Keys to a Successful Mobile User Experience webinar highlighted findings from our User Insights: Brokerage iPhone Apps whitepaper. The webinar also demonstrated how our User Research services can help your company create more user-friendly mobile apps and websites.