Dear Standard Bank, Internet banking division

Hi Brad

I would be very very surprised if you get any response from Standard Bank and even more surprised if that response is one that makes you feel like anyone there gives a shit or has a clue.

Standard Bank used to be a very good bank but in the last year or so their customer service has dropped radically and their website and online banking has suffered from what appears to be a lack of concern for the customers experience.

Have a look at Capitec bank... I'm moving shortly.

j.

Tell them what they did right too -- don't just tell them they did something right and then withold the information about what it was.

I quite like their new beneficiary grouping function -- and also that they finally allow beneficiaries to be sorted.

I haven't tried a once-off payment yet via the new interface, so I haven't had any issues so far.

I hope you get some sort of response from them, but chances are you'll have to send them a follow-up message written with a more curt tone. I know that the last time I had issues with them, I did.

On the plus side, at least they have cottoned on to some sort of usability...something that is still woefully overdue in many quarters. Perhaps the operations you tried were not something they tested in their set usability tasks, or maybe they didn't recruit geeks of a pedantic nature ;) I know for our usability we tried not to get any 'high' internet users, as they have requirements far and above what the average user expects.

Hey- at least you'll never be average.

Hi Brad

Standard Bank appreciates the feedback on the recent changes made to Internet banking. Positive feedback gives us the sense of satisfaction and achievement; and this inspires us to continue doing the right things. Negative feedback gives us an opportunity to review and address those issues that our customers are not happy with. As mentioned by jenbug above, the challenge that we have is that we have a single platform to satisfy the needs of a wide range of our customers. When we design our Internet banking application, the composition of the groups of people used during usability testing covered the range of our types of users (novice, savvy, personal, business, etc) and at the end of the day the design eventually implemented satisfied the majority of the user requirements raised. Everyone has different tastes and, as one can understand, it is quite a feat to satisfy everyone. We admit we are not at that stage yet, but we will keep trying.

Addressing the specific issues raised;

On the payment confirmations on once-off payments, the error “Internet banking is currently unavailable”
Response: We are aware of this error and we are in the final stages of testing a solution to this. We will be implementing this solution in the next couple of days.

“The screen is more cluttered with graphics and text, and on my screen (which is running at 1280x800) has information pushed below the fold’ ”.
Response: We are in the process of neatening up some of the screens, this will be available as soon as testing is successfully completed.

We welcome the feedback, keep it coming, we view improvements to usability as an ongoing exercise.

Regards
Itai
Online Banking
Standard Bank

Darb, you grow up so quickly. These rants are starting to sound like the "Big Rant to Microsoft, Dell and Toshiba in 2006". I'd say you keep at it, though you chances of any constructive responses are unlikely. Though the web dev team for SB is most probably going to read this blog entry and hate on you. I'd welcome their comments... Though chances are they're just puppets for the big corporate entity and probably sit in meetings saying "this is a bad idea" and then someone in a suit saying "I like the colours and the bold text, and why do we need to fund support for this foxfire thing?"

Just read your other SB post. It's really irritating when these things happen in succession. I was trying to purchase a url yesterday for some R3000, and some banks have added an extra confirmation in for credit card purchases which bombed out the transaction.

I am glad to see you made the effort to contact them with concerns. With any luck the suggestions will get passed on to someone, who will take credit for the idea (but that's OK - if some good comes out of it for the user). If not, at least you gave it the ole college try.

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Just wanted to give you a shout from the valley of the sun, great information. Much appreciated.
Regards,
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It is bad behaviour because the transaction goes through, but the user (me) does not get a valid indication the payment has succeeded until a notification (sms, or email) comes through, or manually checks if there is a mention on the account transacted from/to.

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