Written on: 14/02/2012 by sekellar (1 review written)
The poorly created interface has been designed with the bank rather than the customer in mind; far too much space has been dedicated to pushing and promoting the banks products and services, that it feels like you’re looking at an ad site.
This really does make overall usability very challenging. For example, if for the first time, you need to request a new pin, there isn’t a clearly marked option anywhere within the app. Instead you will have to use their incredibly slow help tool to first ask how to request a new pin, this tool will then return several options, of which one will guide you to a new URL (within the Llyods site, but external to the banking app) where you will be presented with a form prompting you to fill in your personal details (but no passwords). If I have already logged in and been authenticated, then why do I need to go to a separate section of the Lloyd’s site where my authenticated session does not exist and provide my personal details?
Online banking is supposed to be about self-service, but it seems Lloyds have overlooked the fact that this applies to the customer and not them.
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