Recently Maybank decided to give a brand new look to their site , which was a surprise -because the new UI is based on Metro-style (a la Windows 8/Windows Phone).
Things went really bad for Maybank. This caused a big hoo-ha in the social media . By just checking out the official Maybank Facebook Page or simply going to twitter by searching for Maybank. You’ll notice the whole bunch lot of complains (read more after the jump)
There is a good article that was written by Kugan on his take on what went wrong based on his experience as a Web-Designer.
But I’m not a Web Designer , but however this is my take on what went wrong and what could have been improved :-
1. Wrong Timing to Roll-Out New Design
I’m not sure what the folks in Maybank was thinking – were they out of their minds ? They rolled out on the busiest period – which happens to be the end of the week and end of the month of November 2013 . Of course as a customer , I would be extremely pissed if I was not able to check in my accounts to determine if my salary has banked in , to pay bills and basically to use the online service. This caused a lot of people to take their anger and frustration to social media !
2. Testing & Testing and More Testing
The site was pretty buggy and it seems that it was in a rush. I am guessing this is probably due to pressure from top management. It happens to all the projects , when a project gets delayed and delayed. Top Management would start to pressure the project team to get it delivered as soon as possible. I’m guessing that is why they decided to roll out a half-cooked site out – but sadly that did not turn out very well as eventually they had to roll-back.
I do hope when they re-launch the new verison , more extensive testing would be done. Even better , Maybank if you are reading this get your customers to test out. Allow them to opt in to test out your site and maybe in return award them with something like a small token , treatpoints. This way you get actual feedback from actual users on which parts of the sites were good , bad and that can be improved. Based on the feedback , you could improvise the site.
3. KISS (Keep It Simple , Stupid !) Principle
I am not sure what they were thinking when they launched the new UI. To be honest , I am not a big fan of Metro UI especially for a banking site. If you take a look at banking sites worldwide – Bank of America , ANZ , DBS Singapore . Notice the similarities , they are simply straight forward to use. You don’t have fancy buttons , fancy things. This makes it easier to navigate compared to the Metro UI which they had launched. It was a bit confusing , because it involved a steep learning curve. People who were so used to the system (like me) find it bit hard to navigate the site which makes it frustrating . Try to keep the same UX experience , people are used to like Kugan pointed out in his article and build on top of that
Not everything was bad. There were couple of good things too
4. Handling customers
There are some positive things that I would like to say about the experience. Despite the hiccups from the web-site . The social media team that responded to my tweets when I was ranting. Even at late night , they were actually responding to customers complain. Sure they can’t do much to fix the problem , but at least they are responding.
I do know of some companies which wouldn’t bother to respond.
@prasys thanks for the feedback
— Maybank (@MyMaybank) November 29, 2013
Here are my personal thoughts on moving forward. If you are from Maybank – please jot this down :-
1. Keep two designs , let customers to choose and be sure to inform customers before. Probably by publishing in newspapers , social media and not to mention on your Website. Give your customers the option – new UI or old UI. Let the customers pick
2. Try to minimize downtime when migrating. I noticed it was all messy (probably it was on the same server). You may want to put it in another server all-together. So that if something goes wrong , switching back and forth would be much much more easier !
3. Get feedbacks from customers especially on the new design. Ask your customers to try the new UI and reward them with treatpoints or probably some freebies. Get in a group of beta testers or ask your customers to opt in
4. Test , Test , Test…Test in different devices , different platform and not to mention on legacy device . Get those bugs fixed before rolling out to customers !
Lastly , please do remember the 80/20 rule , Maybank 🙂