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Arb Website


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Arb Website

  1. 1. Al Rajhi Bank Website
  2. 2. Agenda <ul><li>Al Rajhi Bank Current Online presence. </li></ul><ul><ul><ul><li>General </li></ul></ul></ul><ul><ul><ul><li>Interactivity </li></ul></ul></ul><ul><ul><ul><li>Content </li></ul></ul></ul><ul><li>Other websites… </li></ul><ul><li>Recommended Approach </li></ul>
  3. 3. Introduction The current Al Rajhi Bank website is very rich in information and present a rich repository of services, benefits and value to its client base. The objective is to audit the website content/ artwork and information architecture that we believe are buried deep within the website and are hardly accessible. Our recommendation should highlight the lack of solid interactive features that prevent the visitor from reaching his query answered The next few slides skim through a couple of pages of the existing Al Rajhi Bank website and highlight some potential issues and the opportunities Al Rajhi Current Online Presence
  4. 4. <ul><li>Organization and sectioning is very clean and clear. </li></ul><ul><li>Information is well presented. </li></ul><ul><li>The General Look and feel can use some enhancements : </li></ul><ul><li>The color combination (the use of it) is a little Dull ex: The grey side bar with the blue Doesn’t create an interesting contrast </li></ul><ul><li>The tabs and buttons can definitely use enhancement and revisiting. </li></ul>Al Rajhi Current Online Presence General Communication Comments
  5. 5. <ul><li>Add an 800 Number strip at the top of ARB home page “Talk to your banker 24/7 Customer service 800-124-2222” </li></ul><ul><li>Main menu needs to be expandable (Drop Down) to allow quicker reach for specific sections within the home and landing pages. </li></ul><ul><li>Duplication of links. </li></ul><ul><li>Footer menu should be more comprehensive including standard “privacy” and “term of use” links as well as the copyright statement. In addition to link to relevant sections such as site map, contact, FAQ…etc… </li></ul><ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>. Al Rajhi Current Online Presence General Communication Comments 3 1 2 4
  6. 6. <ul><li>Need for better highlight. Currently they do not show as clickable buttons </li></ul><ul><li>News should be dated to state that the website is being updated frequently. </li></ul><ul><li>Text should be optimized for web. (Especially archives). </li></ul><ul><li>I.e.: “Al Rajhi Bank Achieves SR 3.5 Billion in Profits, During the First Half of 2009 , a 5% Increase Over 2008 ” instead of “Al Rajhi Bank Achieves SR 3.5 Billion in Profits, During the First Half of This Year, a 5% Increase Over Last Year ” </li></ul><ul><li>Very interesting and catchy messages, yet not properly highlighted ( you may refer to the above paragraph ) </li></ul><ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>. Al Rajhi Current Online Presence General Communication Comments
  7. 7. <ul><li>Flash banner should be more focused. Currently too many messages with no clear separation </li></ul><ul><li>Animation loop is too long, most users will not catch all provided messages. </li></ul><ul><li>Flash banner should be clickable depending to message being displayed (i.e.: each message should link to its related subpage) </li></ul><ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>. Al Rajhi Current Online Presence General Communication Comments Recommendation for this page is highlighted at the end of the presentation
  8. 8. Al Rajhi Current Online Presence General Communication Comments <ul><li>The website present some issues in navigation . For example: </li></ul><ul><li>Assume the user is in the About us page. In order to move from his current position to the “Export Letter of Credit”, the user has to follow the below steps: </li></ul><ul><li>Click Business (on the left bar and wait for page to load) </li></ul><ul><li>Click Trade Finance (on the left bar and wait for page to load) </li></ul><ul><li>Click Export LC (on the right bar and wait for page to load) </li></ul><ul><li>The above can be fixed by implementing: </li></ul><ul><li>Sliding menus </li></ul><ul><li>Advanced main menu </li></ul><ul><li>Inline text links ( Highlighted in Red) </li></ul><ul><li>Recommendation of first and second </li></ul><ul><li>bullet points is available at the end of </li></ul><ul><li>the presentation </li></ul>
  9. 9. Viral Marketing Enable send to a friend feature Whenever ARB has something of interest to the client to announce, say, working hours during Ramadan, selected branches that are working during the Eid holiday, special offers and/or promotions, a send-to-a-friend feature will be a similar tool to word-of-mouth. This will also give ARB some new insights on what triggers the interest of their online clients. Enable printer friendly feature Special pages need to have a printer friendly mode that allows users to print out the content of the pages. Print out need to have the Al Rajhi Bank logo as well as the link to the website. This will provide support in driving more traffic to the website. Enable increase/decrease font size Different people use different types of computer screens and resolutions, adding the increase/decrease font size to pages with textual content will help users adjust pages for the best reading practices. Al Rajhi Current Online Presence ( Initiatives)
  10. 10. <ul><li>RECAP: </li></ul><ul><li>From a communication and interface perspective, it is necessary to re-work the navigational structure of the website from all perspective: </li></ul><ul><li>Main menu navigation </li></ul><ul><li>Flash banner / Image banner navigation </li></ul><ul><li>Inter-pages navigation (& cross linkage) </li></ul><ul><li>Inline navigation </li></ul><ul><li>Footer navigation </li></ul>Al Rajhi Current Online Presence General Communication Comments The next couple of slides highlight some issues and opportunities related to the interactive part of the website
  11. 11. Audit on Layouting, Navigation and Product Features listing
  12. 12. <ul><li>Credit cards page </li></ul><ul><li>Should offer a user friendly and interactive card comparator tool (to be able to short list cards that best suits his requirements ”i.e.: annual fees, incentives, tie ups) </li></ul><ul><li>Could use a “ card recommendation” tool . (i.e.: based on user’s answers to specific questions, a credit card is automatically recommended). (i.e.: list some questions and recommend at the end the name of the card) </li></ul><ul><li>Should have a box showing contact information for more inquiries. </li></ul><ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>. Al Rajhi Current Online Presence Interactivity Comments Other suggestions like online application submission can be subject for discussion based on ARB operation recommendation/ feasibility
  13. 13. <ul><li>Contact us page </li></ul><ul><li>Should offer a form for direct contact. User should be able to select the type of inquiry and directly submit the form </li></ul><ul><li>Detailed contact information should be put in place (I.e.: Contact sales, administration, HR…etc…) </li></ul><ul><li>Link to an advanced branch locator + ATM locator – supported by interactive maps </li></ul><ul><li>Stronger highlight of toll free numbers </li></ul><ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>. Al Rajhi Current Online Presence Interactivity Comments
  14. 14. <ul><li>Car Installment Program Page </li></ul><ul><li>Benefits should be highlighted clearly in larger font and color to push users to read </li></ul><ul><li>Application form should be made available as a web form for easier fill up (with friendly error messages + tips & tricks) </li></ul><ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>. Al Rajhi Current Online Presence Interactivity Comments
  15. 15. <ul><li>Nearest Branch </li></ul><ul><li>Current form looks outdated </li></ul><ul><li>Results lookup is not user friendly , and looks too “techy” (i.e.: label name: “Is Active”…etc…) </li></ul><ul><li>Ideally the form should provide the user with direct contact information and printable data </li></ul><ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>. Al Rajhi Current Online Presence Interactivity Comments
  16. 16. Recap <ul><li>Interactivity is lagging on the current Al Rajhi Bank website. The user start off his visit with an interest towards the products and services offered, yet, he is unable to close up the loop and take a decision. The user suddenly feels that there is no more help provided for him or guidance for the next step to be taken </li></ul><ul><li>It is required to meticulously funnel users through a course of action across the website , with an objective to close the visit with: </li></ul><ul><li>A form submission </li></ul><ul><li>A request for contact </li></ul><ul><li>A subscription </li></ul><ul><li>A PDF file (or similar document) download </li></ul><ul><li>Other actions such as “print outs”, “referrals”…etc… </li></ul>
  17. 17. Audit for Content and Technicalities
  18. 18. <ul><li>Media Center Introduction page </li></ul><ul><li>Page is practically useless . It pushes users to make one additional click to reach the required information without bringing in any value </li></ul><ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>. Al Rajhi Current Online Presence Content Comments
  19. 19. Parallel Pages Changing languages forces the client to go back to the home page We recommend only changing the language of the current page. By default, the website should remember the last language selection by the user and opens directly the corresponding homepage. (i.e.: if the user selected Arabic at his first visit, next time he visits the website, it should default to Arabic) <ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>Al Rajhi Current Online Presence Content Comments
  20. 20. <ul><li>The site map is essential for quick and fast access to deep content within the website. It should have a prevailing link on the website footer. </li></ul><ul><li>The site map should be complemented by an XML site map to be submitted to search engine for more efficient crawling and page ranking </li></ul><ul><ul><ul><li>Talk to your banker 24/7 </li></ul></ul></ul><ul><ul><ul><li>Customer service 800-124-2222 </li></ul></ul></ul>. Al Rajhi Current Online Presence Content Comments
  21. 21. BRANDING TEXT 1. &quot;Personal&quot; section of the site: * Language could use improvement. - weak in places (providing example- sub-sections: Financing - Services) - inconsistency in the tonality of some parts (you - your - our) . First person. Friendly but could use some clarification (not consistent in some parts). * Overall, the &quot;Personal&quot; section is ok. It needs to be made more consistent, grammar needs to be corrected and language can be improved. 2. &quot;Corporate&quot; section of the site: * Grammar – again * Language definitely should be improved for a &quot;Corporate&quot; website. * Some of the product/service names are unclear - especially to a non-Arabic speaking person. (example: Corporate - Finance Products - &quot;Bai Al Ajel&quot;) 3. Recommendations: * ALL grammar will be revised. * Some Language corrections. * Tonality: for &quot;Personal&quot; section - first person is correct and fine ... Check for its consistency throughout. * Tonality: for &quot;Corporate&quot; section - UP TO CLIENT. To clarify: first person is fine and acceptable for &quot;Corporate&quot; but needs to be more professional, OR switch to third person which would make the text more formal and more corporate, but would be less friendly. Al Rajhi Current Online Presence Content Comments
  22. 22. Sample of writing a web page content ( Car Finance) Welcome to Car Finance ( Make Over) When you select Al Rajhi Car Finance solutions you choose the Kingdom's leading car financing program.  In fact every month thousands of cars are financed by Al Rajhi Bank. With a range of financing plans and payment options designed to suit a variety of individual needs, our car financing program makes owning your dream car easy. There are different options available to you, either through the car loan or leasing program .  To make life easier, we also have 11 Al Rajhi showrooms around the Kingdom from where you may select from a wide range of cars and drive away. (First person) - Recommendation   When you select one of Al Rajhi Car Financing solutions, rest assured that you have selected the Kingdom’s leading car financing program ; a program that helps thousands of people finance cars every month.   Our range of financing plans and payment options are designed to suit a wide variety of individual needs, making it easier for you to now own your dream car .   To make your life simpler and purchasing a car easier, we offer options such as car loans or leasing programs in addition to having 11 showrooms spread across the Kingdom that house a wide range of cars for you to choose from and drive away in. Al Rajhi Current Online Presence Content Comments
  23. 23. Keyword Density There is a need to optimize content for web and select proper wording and keywords to enhance search engine positioning. Replicating specific keywords and make them acquire a good percentage of the page will better position the website from a search engine perspective (Bank of America is using a good number of keyword) Al Rajhi Current Online Presence Content Comments Bank of America Al Rajhi Bank Riyad Bank Word Occurrences % of page al 6 2.9 rajhi 6 2.9 bank 5 2.4 banking 3 1.5 explore 3 1.5 home 3 1.5 increase 3 1.5 online 3 1.5 Sr 3 1.5 Year 3 1.5 5% 2 1 Word Occurrences % of page corner 11 7.6 bank 9 6.3 blue 9 6.3 riyad 9 6.3 banking 8 5.6 green 8 5.6 border 6 4.2 apply 3 2.1 info 3 2.1 Word Occurrences % of page america 15 2 banking 14 1.9 online 14 1.9 bank 13 1.8 section 12 1.6 services 9 1.2 top 9 1.2 / 8 1.1 are 8 1.1
  24. 24. Meta Data and URL Management Metadata (Page titles, description, keywords, etc…) needs to be adjusted on a page to page basis, for example, in the about us page, the title of the browser should show: “ About Al Rajhi Bank ” instead of “ Home ” For quicker access, bookmarking and easier identification in the history drop down of the user’s browsers, URLs to access pages need to be re-writen, for example: instead of Al Rajhi Current Online Presence Content Comments
  25. 25. Recap <ul><li>The current content of Al Rajhi Bank is rich but needs better highlighting and editing in order to be consistent across the website. The new text should be re-visited to: </li></ul><ul><li>Enhance reading potential </li></ul><ul><li>Ease up navigation across the website </li></ul><ul><li>Highlight key terms in pages </li></ul><ul><li>Optimize content for search engines </li></ul>
  26. 26. Competition
  27. 27. <ul><li>Homepage acting as a portal to the whole website </li></ul><ul><li>Neat and clear layout resulting in ease of access to information </li></ul>Al Ahli Bank Homepage
  28. 28. <ul><li>Clear sectioning </li></ul><ul><li>Promotional messages (Clear and concise) </li></ul><ul><li>Homepage acts as a portal to the website </li></ul>Citibank Homepage
  29. 29. <ul><li>Good example of expandable drop down menu </li></ul>NSCSA Homepage
  30. 30. <ul><li>Neat and comfortable page </li></ul><ul><li>No content on the homepage, only links to services provided (Acting as a portal) </li></ul>ANB Website
  31. 31. <ul><li>Good example of inline help messages for user guidance </li></ul><ul><li>(upon rolling over a menu item, more description is shown) </li></ul>ICICI Bank
  32. 32. <ul><li>Too much activity in the center of the page </li></ul><ul><li>Homepage gives access to all sections of the website, but is too cluttered </li></ul>Riyad Bank Website
  33. 33. <ul><li>Too much to say on the homepage. No clear messages or focus </li></ul><ul><li>Poor navigational structure is creating imbalance on the homepage </li></ul>Saudi Investment Bank Website
  34. 34. Recommended approach
  35. 35. Suggested homepage
  36. 37. Homepage color variation
  37. 41. Homepage Interactivity
  38. 42. <ul><li>Header with extended menu allows quick access to all sections </li></ul><ul><li>Flash banner to be used for promotional messages. Tabs within to allow quick access to Personal/Business sections </li></ul><ul><li>Online services still strongly highlighted </li></ul><ul><li>Gadgets are supported by icons and insinuate more modern practices </li></ul><ul><li>News to be expanded / collapsed as per user’s request </li></ul><ul><li>3 promotional banner advertising for services offered </li></ul>Homepage Interactivity Al Rajhi Bank homepage
  39. 43. <ul><li>Online services, upon roll over display text + image </li></ul><ul><li>(Compare with previous slide) </li></ul>Homepage Interactivity Al Rajhi Bank homepage
  40. 44. <ul><li>In the default 1024x768 resolution, all of the sections are clearly highlighted. No need to scroll to capture all the messages. </li></ul>Homepage Interactivity Al Rajhi Bank homepage viewed from a 1024x768 resolution (default)
  41. 45. <ul><li>Main menu expands upon roll over to allow quicker and more efficient access to all pages of the website </li></ul><ul><li>2 nd and 3 rd level can also be enabled when appropriate to allow access to Deep Content </li></ul>Homepage Interactivity Extended menu
  42. 46. <ul><li>Tabs within flash banner expand/collapse upon rollover or clicking giving quick access to specific sections. </li></ul><ul><li>PS : This does not affect the background animation of the flash nor the process of updating it. </li></ul>Homepage Interactivity Flash navigation
  43. 47. <ul><li>Optionally the news box can expand upon clicking the more button, displaying recent articles, then redirecting the user to the full article page. </li></ul>Homepage Interactivity News and announcements
  44. 48. Subpages
  45. 49. About Al Rajhi Bank
  46. 51. <ul><li>Page header always gives out access to relevant sections of the website </li></ul>Subpages About us
  47. 52. <ul><li>Content has special HTML tagged applied. Hyperlinks, bold, italic whenever applicable. </li></ul><ul><li>Features such as Save, email, print, send to a friend are made available </li></ul><ul><li>User has the ability to increase / decrease font size </li></ul>Subpages About us
  48. 53. <ul><li>Right column is used to support the main body of the page, given access to related pages, application forms, FAQs, interactive tools…etc… </li></ul><ul><li>Each page needs to be carefully reviewed and apply the proper supporting elements </li></ul><ul><li>The right column also helps out in keeping up the page balance </li></ul>Subpages About us
  49. 54. Credit Cards
  50. 56. <ul><li>For specific keywords across the whole website special bubbles will be associated with the content to give out more information about the given topic (and links will be applied when appropriate). </li></ul><ul><li>This will enhance the user experience, as there is no need to click and jump to another page. </li></ul><ul><li>It also present benefits related to search engine optimization </li></ul>Subpages About us
  51. 57. The right column
  52. 58. <ul><li>The right column will be used as supporting material for the main body of the page. </li></ul><ul><li>Possible example can be the tag cloud, The tag cloud is a visual interpretation of important keywords spread all around the website. Their main purpose is to briefly describe the overall content of the website in a graphical way. By default keywords displayed in the tag are sorted alphabetically, and keywords with higher importance have a bigger font. </li></ul>Subpages The right column
  53. 59. <ul><li>The right column will be used as supporting material for the main body of the page. </li></ul><ul><li>Other examples can be: </li></ul><ul><ul><li>Polls </li></ul></ul><ul><ul><li>Contact forms </li></ul></ul><ul><ul><li>Application forms </li></ul></ul><ul><ul><li>Credit card recommendation tools </li></ul></ul><ul><ul><li>Card comparator tool </li></ul></ul><ul><ul><li>Currency Exchange </li></ul></ul><ul><ul><li>Links to PDF / Brochures </li></ul></ul><ul><ul><li>News – Announcements </li></ul></ul><ul><ul><li>Reports </li></ul></ul><ul><ul><li>Awards </li></ul></ul><ul><ul><li>Etc… </li></ul></ul>Subpages The right column
  54. 60. Conclusion <ul><li>The new structure of the Al Rajhi Bank website aims at: </li></ul><ul><li>Present Al Rajhi Bank as an online banking with Innovative display of information/communication </li></ul><ul><li>Enhancing the Navigational Structure of the website to answer client’s queries on any landing page </li></ul><ul><li>Introduce Interactive Features that can help out users make their decisions (or provide recommendations) </li></ul><ul><li>Funnel users across specific sections and drive them to take action </li></ul><ul><li>Focus on Content from a marketing perspective as well as from a search engine ranking perspective </li></ul><ul><li>Develop the website with the Latest Technologies </li></ul>
  55. 61. Thank you…