Welcome To Swooper Security @ Kingscliff Tafe

Usability Test
User: Az de Silva

Task: Locate two things on the Commonwealth Bank Website.

Action/Specific	Comments/Observations	Recommendations
12:58:01 Begin Task	Locate Murwillumbah Branch
1. Typed www.cba.com.au into the browser address bar and was brought immediately to www.commbank.com.au.	Site loaded fast.
2. Typed “Murwillumbah” into the search bar on the CBA website, search produced no results.	Sample got annoyed.	Better search engine to respond more accurately to keywords.
3. Goes back to original site, looks for contact details, clicks on “Locate Us”, is taken to site with location form.	“Nav bar across the top is too small and hard to see, was almost missed.”	More clearly labelled, more easily seen navigation bars ie better accessibility.
4. Selects on the form “branches”, enters suburb “Murwillumbah”, selects state “NSW” clicks “Find”.	Sample still disgruntled.
5. Found Location of Murwillumbah Branch.	Sample slightly satisfied, still slightly disgruntled.	Only the address and BSB number are provided, telephone and perhaps email address should also be provided.
1:14 End Task
1:14:36 Begin Task	Find Product Disclosure Statement
1. Clicked on Home and was taken back to www.commbank.com.au
2. Clicked on the Product Disclosure Statement, located at the bottom of the first page.	Sample amused, exclaims about the ugliness and lack of appeal.	None, was very quick to locate.
1:14:39 Begin Task

User: Wadan
Task: Locate two things on the Commonwealth Bank Website.

Action/Specific	Comments/Observations	Recommendations
8:00:15 Begin Task	Locate Murwillumbah Branch
1. Typed “Commonwealth Bank” into Google, clicks on the first result which is www.commbank.com.au and is taken to the bank website.	Didn’t know / couldn’t guess the domain name, had to perform a Google search.	As the bank has the domains www.cba.com.au, and www.commonwealthbank.com.au there is little else that they can do other than advertise their website.
2. Clicks on “Locate Us”	Looked around the main page of the site until found “Locate us”	More clearly labelled, more easily seen navigation bars ie better accessibility.
3. Fills out form with the appropriate fields and clicks “Find”
4. Locates Murwillumbah Branch.		Only the address and BSB number are provided, telephone and perhaps email address should also be provided.
8:05:20 End Task
8:08:47 Begin Task	Find Disclaimer
1. Clicked on Home and was taken back to www.commbank.com.au	Scratched chin while waiting.	Site could have a navigation bar throughout the website, not just on its main pages.
2. Typed “Disclosure” into the search bar, search returned one page of four results.	Wasn’t sure which result he was after but thought the first one sounded about right.	Links well labelled but description of page could be more expanded and relevant.
3. Clicked on first result “Commonwealth Bank Group – Product Disclosure Statements”	Scratched chin again.	Disclosure Statement could be more cheerful.
4. Successfully found the Product Disclosure Statement.	Sample said “Well that’s it, can I go now?”
8:12:02 End Task

Usability Evalution

Commonwealth Bank website was ugly, but reasonably usable. The pages lacked finesse and elegance, but at the end of the day it is still a bank. It appears very cramped and it is difficult to at a glance find what one is looking for.

The navigation bar while functional is easily overlooked because it is tucked away in small print at the top of the page, while the rest of the page is dominated by the company yellow. The navigation bar should be more clearly designed in view of being more accessible and easily seen. It should also be consistently present throughout the entire bank site, not just visible on the main pages.

When searching the site, the results returned should be better described and more relevant to the pages to which they belong. This way users are less likely to be confused when trying to locate something and are more likely to find what they are looking for faster, and with less frustration.

Overall the Commonwealth Bank website could use a significant overhaul on the visual design of the site, the structure is functional but not necessarily usable because the design layout lets it down.