Citibank.co.in
Daily issues I face!
This is not really daily, more like monthly 
.
But thought would mention this.
Citibank added a few feature that allowed users to make their credit card payments online. This was a big plus. I just wish they paid more attention to usability.
Overall the site isnt very high on the usability scale. But the ‘E-Pay’ feature is the highlight. It takes 4 clicks to get to the form where one inputs the credit card details. All 4 result in new windows getting popped. And I was of the opinion that popping up new windows was passe when i was still using Netscape Navigator.
There is another issue that I have with this site which scrapes into daily issues. The Account Summary functionality.
To check the outstanding on my account, I need to log in on a surprise, surprise, popped out window! Having logged in, it takes me to page that offers me two links to go to Account Summary.
Now most customers may have more than one account with Citi but for those like me, is it too much to expect to land straight into my one and only relation with them? It isnt that they are averse to technology. They have been amongst the first ones to incorporate virtual keyboards. They do have a strict session time out and am sure they are top of line in terms of security.
They have a tree structure for accommodate multiple accounts. My problem is that the multiple clicks to reach the tree structure. And also the last click to open up the long list of accounts to show up my only card account.
Watch this space for more Usability Watch…
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Great Post. Thanks for the maiden contribution, Vishal. Really valuable insights!
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