Among the three online banking sites (CIMB clicks, Maybank2u, Bank Islam online banking), we found that Maybank2u site let the user perform the task the most quickly. It has the most clear system task model for user, has the shortest finger movement time and took shortest read and recognition time.
Fastest vs slowest
Figure 1. Above is the first page the user will see after login into each websites.
Maybank2u recorded the fastest reading and recognition time. After the login page, user will want to lookup for the word ‘transfer’ as transferring money has been their goal. Comparing to Maybank2u, the user only take up short reading time as the word ‘transfer’ can be found just right at the top corner at the page like above; help the user to plan what to do by keeping its simplicity. Whereas, Bank Islam provided several options to click and look for word ‘transfer’ but this will lengthen the reading and recognition time of user. The icons used does not have a clear conceptual design meaning that the icons does not represent what the function is really are and the user take time to recognize it and end up just read the label.
In addition, Maybank2u also provides the user about their account balance right after the login page. According to the interaction diagram, checking account balance are included in the sequence of action. However, in Bank Islam online banking site, the user need to find out how to where to do so first. This can be considered as gulf of execution as the user need to search where to click to check account balance first before proceeding to the goal plus the icons used are not representing user’s conceptual model. The user force to do extra action to do the system from what user intended to do.
Figure 2. What to do?
User has plan to fill up the account number of the recipient and the amount to be transferred only. In Maybank2u, the user does not have to click on which account they want to transfer the money from so user just proceed to click the yellow hamburger button (‘transfer to’ field). The yellow hamburger button shows help user know what to do to carry out intentions. Whereas, in Bank Islam, the user need to fill in that detail by themselves from the beginning. That is why, Bank Islam has the longest finger movement time.
Figure 3. Pop-up window vs Scroll down- to fill information.
The pop-up window does help in reducing the finger movement time as user will not use extra physical actions to move the cursor rather than need to move the cursor to scroll down the page then clicking on the text field.
Figure 4. Request TAC/IAC number from user.
After entering the account number and amount to transfer, the user will want to check whether what they do is successful or what is the next step to do. Maybank2u provides a highlighted text box so that the user know that it is an important field to fill up while Bank Islam does not have something like that.
Figure 5. Transfer successful.
When the transaction is completed, both sites will show that the transaction is successful. However, only Maybank2u provided essential feedback within the user’s focus of attention with text legibility. The feedback shown in contrast colour from the background and caught reader eyes in the right timing. Whereas Bank Islam does not provide a clear feedback to the completion of the user’s task. This problem can be categorized as the system gulf of evaluation as the user have difficulty in perceiving the state of the system.
KMK 2313 Human Factors and Ergonomics 