24 September 2017
Find out more

Wisdom of the crowds? First direct Web site revamp gets mixed reviews

20 February 2012  |  7162 views  |  0 Hands on keyboard

UK bank first direct has overhauled its Web site after collecting ideas from customers through its crowdsourcing portal.

The first direct lab site was launched in August to give visitors the chance to see what the bank is planning and critique it through a comment facility and forum. Among the first topics up for discussion was a Web site redesign, the first phase of which has now been completed.

Among the changes is a new look and feel and improved search functionality. A tools and guides area is dedicated to "helping people help themselves" with financial decisions such as loan amounts or mortgage affordability.

Several changes are designed to make the bank more social, including share functionality, a brand area and information on first direct's communities and social networks.

Natalie Cowen, head, brand, first direct, says: "We wanted to create a space for our customers to take online banking beyond a purely transactional relationship and create more of a first direct community, in short, creating 'online banking with chemistry'.

However, the new site has received mixed reviews, averaging three stars out of five from 144 ratings. Over 300 comments have also been proffered, many negative.

"Oh Dear, From having the best internet banking site you now have the worst> Takes numerous clicks to get anywhere and then when you go into the shares banking - what a fiasco. Very very disappointing," says mortlake9.

First direct recently came out on top in a Which? customer satisfaction survey for online and telephone banking, scoring 93%, the highest ever mark for a bank and five per cent up on its nearest rival.

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

First direct crowdsourcing effort gains traction

First direct crowdsourcing effort gains traction

27 September 2011  |  8559 views  |  0 comments
First direct site asks for public input on product development

First direct site asks for public input on product development

01 August 2011  |  8441 views  |  1 comments
First direct puts social media-savvy marketing man in CEO seat

First direct puts social media-savvy marketing man in CEO seat

27 July 2011  |  12414 views  |  0 comments
First direct's 'Beta Lab' to invite public input on product development

First direct's 'Beta Lab' to invite public input on product development

04 October 2010  |  9207 views  |  0 comments
Banks can't ignore social Web - first direct CEO

Banks can't ignore social Web - first direct CEO

22 September 2010  |  12449 views  |  1 comments
New players beat traditional banks in public trust stakes

New players beat traditional banks in public trust stakes

18 June 2010  |  10664 views  |  0 comments
First Direct falls foul of Twitter hack

First Direct falls foul of Twitter hack

26 February 2010  |  17496 views  |  3 comments
First direct dares to share what customers think of it

First direct dares to share what customers think of it

13 October 2009  |  17290 views  |  1 comments
First direct unveils social media newsroom

First direct unveils social media newsroom

19 June 2009  |  10078 views  |  0 comments

Related company news

 

Related blogs

Create a blog about this story (membership required)
download the paper nowvisit www.vasco.comvisit www.capgemini.com

Top topics

Most viewed Most shared
HSBC switches on selfie payments in ChinaHSBC switches on selfie payments in China
13476 views comments | 28 tweets | 44 linkedin
AXA launches blockchain to cover late flight compensationAXA launches blockchain to cover late flig...
10012 views comments | 13 tweets | 28 linkedin
Apple P2P payments service nears launchApple P2P payments service nears launch
8625 views comments | 19 tweets | 27 linkedin
SBI Ripple Asia advances on South KoreaSBI Ripple Asia advances on South Korea
8456 views comments | 16 tweets | 1 linkedin
ISO 20022: The common language of choiceISO 20022: The common language of choice
8218 views comments | 1 tweets | 2 linkedin

Featured job

Competitive base, commission, benefits
London, UK

Find your next job