Usability Note No.3: Juniper Online Banking Case Study

We need to clarity and a point of view about what we could offer as a service provider.
Try to understand the physicality of the behaviours associated with finances and banking.
Question to ask: What web experience would be most appropriate for “onlookers”?
Look for user insights,

Juniper Online Banking created a  framework about the attitudes of banking:

Horizontal
: How engaged users are likely to be with managing their money (low, high)
Vertical: How users view their finances (short-term view, long-term view)
Attitudes: Dreamer, Pathfinder, Organizer, Onlooker

+
Dreamer
Low engagement, long-term view 
Money is a means to an end

Pathfinder
High engagement, long-term view
Long term perspective on money. They are holistic people

Organizer
High engagement, short-term view
Highly engaged in micromanaging. Will credit card surf for the best rate

Onlooker
Low engagement, short-term view
Hmmm, what could I use this money for? They are late paying their bills and are busy people who put their money/finances in the background. They could also have the inability to understand finances

Solution
Onlookers need to have the ability to dip in and out of the site, but also get to the right information and get out again.
Give them a sense of place

Question to ask: What web experience would be most appropriate for “onlookers”?
Answer: Created a static dashboard to give the full financial picture at a single glance.

Onlooker will ask: “Am I on track? What my account balance?”
Onlooker insight: Late paying bills
Answer: provide a gentle reminder online and alerts.

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Usability Note No.3: Juniper Online Banking Case Study

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