From the course: UX Foundations: Accessibility
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Accessibility in content strategy
From the course: UX Foundations: Accessibility
Accessibility in content strategy
- Twelve. That's the number of times someone using a banking site we were working on, got lost in completing one simple transaction. They needed to add a bill and pay it, but they got lost. They weren't able to pay their bill, and they needed to call customer service. And, they described their overall satisfaction with the experience, frustrating. Their level of trust in the bank, they scored it a 3 out of 10. What were the biggest culprits in that study? There were three key things that caused these problems. Number one, it was difficult to determine which page they were on at any given time. Including getting lost in the middle of multi-step processes. Number two, when they submitted forms they didn't know what was going to happen. Was it going to refresh the page? Would it take them to a new page? Was it going to display another part of the interface that had previously been hidden? Three, when they were in a mutli-step process they didn't understand which step they were on, and…
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