Thursday, July 25, 2013

Commonwealth Bank's new site confuses users accessing NetBank.

The Commonwealth Bank recently launched their new site design and one user requested assistance because they couldn't find how to get onto NetBank. Previously NetBank was easy to find and was right there on the home page at the top right. The new design looks more like an online ad for the Commonwealth Bank rather than a site to quickly access the bank's services.

To find NetBank you need to select Products in the menu and then Online Banking when the menu pops down. There is no mention of NetBank in the main menus. If you click quickly you'll go to the product page and if you look towards the bottom you'll find Online Banking. There is also a direct link to NetBank at the very bottom of the page.

I thought this was a pretty strange redesign of the Commonwealth Bank's site. Over 20% of customer reach the Commonwealth Bank as a result of searching for NetBank and based on my own use of banking sites, the main feature I'd use would be the online banking service. In fact most of the time it is the only feature I use. To not have such an important service with a link prominent on the main screen for user convenience is unusual. It almost feels like the old supermarket trick where milk is at the back of the store, and since everyone needs milk they need to go through the store and in doing so may purchase other products.

My clients now have access to Search Australia as their default search engine and some have Search Australia set as their home page. To get to NetBank all they need to do is enter netbank into Search Australia and they'll go direct to the online banking page.  If your bank doesn't have direct access to their online banking page, with Search Australia you can set up your own keyword for your online banking page and go direct to the page. Select My Keywords on the Search Australia page and add your own list of favourite sites.

Kelvin Eldridge
Online Connections
Call 0415 910 703 for computer support.
Servicing Templestowe, Doncaster, Eltham and the surrounding area.

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