Bankdata, which provides internet bank solution for 14 Danish monetary institutes, has joined forces with Creuna and their own largest customer Sydbank to make an internet bank in a class by itself. The results are impressive. The user’s satisfaction has increased dramatically, shown by a survey by Analyse Danmark.
Analyse Denmark regularly analyses internet banks, asking users to evaluate their internet bank on several areas, like how easy it is to navigate and whether it contributes to holding on to the customers. When the analysis was carried out in 2007, Bankdata had one of the lowest scores, measured in user satisfaction.
In cooperation with Creuna, Bankdata and Sydbank initiated several user surveys to find possibilities for optimizing the solution.
Using the results of the survey we created an up to date design for the internet bank. We simplified the navigation, and working closely with Bankdata’s own developers we improved popular services. The changes were tested on users throughout the process.
In 2009 Analyse Danmark again completed their internet bank analysis, and there was pronounced improvements for Bankdata’s internet bank. As much as 90% now finds it easy to navigate, compared to 80% in 2007. In 2007 around 42% of the users found the internet bank to have a great layout. After redesign of parts of the internet bank the number was 65%.
”The most important part of our cooperation has been Creuna’s disciplinarity that we have managed to incorporate in our development. Creuna knows how to do user testing and to convert results to definite priorities and redesigned interfaces which supports the user’s work process. Creuna has also delivered a stylish graphical wrapping that measurable has contributed to increasing user-friendliness” says Hans Svane, project manager of Bankdata.
55% of the users today think that the internet bank contributes to holding on to customers, compared to 35% in 2007. Bankdata, and thereby Sydbank and 13 other banks have thus gotten an internet bank that by way of a focused improvement holds its position in the competition against other banks.