How Usable is YOUR World?

I went to a breakfast conference last Thursday morning (Nov 26th, 2009) given by Trent Mankelow. Guess what was his conference’s title? –> How to create banking and insurance websites that don’t suck. It was nicely presented with relevant examples. I truly agree with his following 4 reasons why so many financial services websites suck:

1. Ugly Systems
2. Risk adversity
3. Project-focus instead of customer-focus
4. Inside-out thinking

From what I have seen in the past years, these same issues are true in several other fields. These reasons are all valid, but it is so true that so many project teams are focused on delivering their little piece of work that they forget about the whole customer experience. We have to think how our little project / piece of work will be integrated in the whole system / website. Will the customer experience a smooth and enjoyable journey? In a similar way, thinking inside-out leads to poor or ok customer experience, not great!

Here is the presentation.

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Conference by Olivier Lorrain