Academic journal article ABA Banking Journal

Effective Self-Help Is "User Friendly". (Tech Topics: In Brief)

Academic journal article ABA Banking Journal

Effective Self-Help Is "User Friendly". (Tech Topics: In Brief)

Article excerpt

SafeHarbor, Satsop, Wash., believes strongly that one bad self-help experience can put a customer off the idea and onto more expensive channels permanently. And so, the company designs online environments that are as visual and self-explanatory as possible to keep customers helping themselves. "There are a lot of skills and technical expertise required to create and manage a good self-help space--one that's easy to navigate through and one that's got updated and accurate information posted at all times," says SafeHarbor's president Bo Wandell.

Monica Champion director of internet and e-business at SunTrust Bank, Atlanta, couldn't agree more. She knows the importance of having an online channel that is designed to "walk a customer through" anything from creating an online account to signing up for billpay. "People that work with computers and web-based applications can tend to overestimate the familiarity that other people have with graphical user interfaces," says Champion.

"In our research, we ask all the hard questions about layout--about finding and using capabilities. …

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