Chase Does Tremendous Damage to their User Interface

Two days ago, Chase “upgraded” their user interface for Internet access. The mobile interface was not affected, fortunately.

Whereas Chase previously had an outstanding user interface which clearly showed the user the balances in all of their accounts right in the middle of the computer screen, followed by the balances in their Chase credit cards and other products, that information has now been moved to a left navigation which requires finding a hidden left scroll tab to navigate. The center of the screen is now dominated by all sorts of recent transaction information, completely overwhelming the user when they sign in.

It seems that Chase had to have made these changes without any sort of advanced customer notification or feedback. It is unlikely they even had a small focus group as even a gerbil would have been able to tell them that they have damaged their site. Rather, it seems that Chase was overanxious to add the ability for a user to print their latest statement directly from the login screen (I find no other functionality has been added, and most other functionality now requires working through Chase’s help menus).

We live in a banking world where Internet access is increasing valuable, and where people of all ages depend on receiving their information 24/7 in a clear and transparent manner. Chase, especially, has made a concerted effort to get user to perform transactions online instead of coming to their branches (including virtually eliminating tellers in New York). Their latest move makes it essential for those same users to look to leading online banks as more appropriate places to do their banking.

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