UXa International e-Banking Benchmark Study

UXalliance members from 18 countries took part in the project analyzing 38 banking sites. The study followed 3 steps:

• First of all, the experts identified the areas of their research (authentication process, both on the Web and on mobile; secure landing page, both on the Web and on mobile).
• Then they collectively analyzed the criteria, or else the key factors that affect customers’ satisfaction with online banking sites.
• Finally, they evaluated all the banking sites according to these criteria.

The survey focused on the login and landing pages, and its main purposes were to:

• explore the global scenario as regards security and usability issues
• identify the most successful practices around the world
• indicate the banks that adopted those best practices

The experts produced a joint report which included:

• general information about global trends in secure banking environment
• an extensive analysis of the different secure landing pages and customers authentication measures adopted by individual banking institutions
• detailed recommendations on best practices and institutions to take inspiration from