Yesterday, I visited Chase Bank’s checking account sales page (screenshot 1 below). Overall, I was impressed. The page is attractive and the bank lays out the options well. I especially liked the icons across the page emphasizing the free benefits applicable to all account types: online/mobile banking, alerts, ATMs and the debit card. Finally, it’s easy to figure out how to apply for an account online.
However, the bank’s “help me choose” function is flawed (though wisely buried at the bottom of the page, so it may be lightly used). It starts out fine by asking two simple questions:
- What is your estimated deposit balance you’ll keep at Chase?
- Are you interested in checking account benefits for students age 13-24? (Yes/No)
But things quickly go off the rails.
Flaw #1: Bad form design
Since I have two kids in the student bracket, I naturally chose “yes” to the second question (see second screenshot). I wasn’t looking for a student account, but sure, I’m interested. And I thought it was pretty smart of Chase to try to sell me on a kid’s account from the get-go.
However, the bank assumed that was all I cared about and pushed me towards student bank accounts even though I’d said I was keeping $15,000+ on deposit (see third screenshot).
So I went back to that page to change the student selection and discovered that once your selection is made, it cannot be changed. Even when you click the “clear” button, the radio button stays set to “Yes.” You have to choose “cancel,” which sends you all the way back to the previous page, and then start over from scratch. By that time, many (most?) customers will have moved on.
Flaw #2: Not enough info gathered to make meaningful recommendations
While I applaud the simplicity of the wizard, the bank can’t really make a solid recommendation knowing only my anticipated deposit balance. There has to be some understanding of how the customer values the features of the deluxe checking account options such as no-fee non-Chase ATM usage, free OD transfers, free companion checking accounts, free safety-deposit box (see recommendations, screenshots 4 and 5).
Flaw #3: Doesn’t identify existing customers
And speaking of missing info, the bank is neglecting a huge part of the equation, whether I’m an existing customer or not. In fact, I do have a business account there and just a few days ago an in-branch account rep had pitched a free companion personal checking account to me. But the checking account wizard doesn’t ask if I’m an existing customer (and the bank apparently is not using cookies to hone in on that either).
Bottom line: Chase does a good job engaging checking account prospects, but it’s missing an opportunity to help them choose the right account.
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Chase Bank’s main checking account page (28 March 2011)
The help-me-choose wizard
Results page when checking the student box on the wizard
Results page if student not checked (and balance equals $15k+)
Results page if student not checked (and balance is less than $15k)
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Note: For more on online account opening, see our Online Banking Report: Online Account Opening (June 2009).
ING Direct
