Ten characteristics of next-generation financial services websites By Tim van Tongeren @ EDS http: //experiencedesignscout . wordpress .com

50% of consumers enjoyed the recent interactions with their banks Source: http://experiencematters.wordpress.com/2007/11/27/forresters-2007-customer-experience-rankings/ only

34% of consumers trust banks to treat them fairly and honestly Source: Forrester Research, Building Stronger Customer Relationships, January 2006 only

43% of consumers think banks make financial services simple Source: Forrester Research, Building Stronger Customer Relationships, January 2006 only

Enjoyment Comprehension Trust Easy Fun Different Pretty Gracious Open Secure Educative Helpful Pro-active Customer Financial Institution

Enjoyment // Easy 1 2 3 4 5 6 7 8 9 10 1 2 3

Enjoyment // Fun 1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10 Enjoyment // Different

1 2 3 4 5 6 7 8 9 10 Enjoyment // Different

1 2 3 4 5 6 7 8 9 10 Enjoyment // Pretty

1 2 3 4 5 6 7 8 9 10 Enjoyment // Pretty

1 2 3 4 5 6 7 8 9 10 Trust // Gracious

1 2 3 4 5 6 7 8 9 10 Trust // Gracious

1 2 3 4 5 6 7 8 9 10 Trust // Open

1 2 3 4 5 6 7 8 9 10 Trust // Open

1 2 3 4 5 6 7 8 9 10 Trust // Secure

1 2 3 4 5 6 7 8 9 10 Comprehension // Educative

1 2 3 4 5 6 7 8 9 10 Comprehension // Helpful 1 2 3

1 2 3 4 5 6 7 8 9 10 Comprehension // Pro-active

1 2 3 4 5 6 7 8 9 10 Comprehension // Pro-active