The design of banking Websites: lessons from iterative design

Iterative design is usually considered in the context of prototyping, evaluating, and improving a single product. The paper reveals our design experiences working on three banking Websites which had strong similarities, enabling us to carry many lessons over from one project to the next. We discuss our design rationale, the elaboration of our design process, and the results of our evaluations. Our approach with these Websites has been to try new usability techniques with each project, and to incorporate successful techniques in every subsequent project. Through our experience with banking Websites, we've developed guidelines for interactive graphic elements, navigation, and embedded multimedia. Our design process has also benefited primarily through: 1) providing usability training for our salespeople, 2) incorporating more effective mechanisms for customer feedback, and 3) conducting user testing.