Though I first signed up with Bank Simpanan Nasional (their website is too horrid to visit) when I was rather young, I signed up with Maybank while I was doing my internship for a company in the vicinity. The whole reason of doing it was because it was just an easier method to get your paycheque.
One of the reasons I found that most Malaysia companies don’t value their website is due to the poor integration or planning of their site architecture. And what’s a site architecture?
The structure of a web site. It reflects how information is organized, including categories, subsites, labeling and other relationships.
Just by looking at a site architecture, we’ll be able to see how big is the website. It’s also used to analyze the organizational issues that the website sometimes have. Or in this case, the issue that the Maybank2u website has.
There was a day I found myself at the ATM machine for at least 10 minutes. It wasn’t because it was fun to hear the sound of beeps but it was the annoyance of trying to figure out how to work the Touch n’ Go reload. Now, it was advertised that every Maybank ATM bearing the yellow Touch n’ Go sticker should be able to do this. But the particular I was at didn’t.
So where else do I go to find a solution but the Maybank website? You’d be having too much free time to be standing in line at the bank during lunch hour.
As I was surfing the Maybank website, I was clicking almost half of the wrong places just to find out more about the Touch n’ Go reload service. And like almost every user, patience ran out after 10 minutes not being able to find what I was looking for.
So what’s the lesson we learn from devalued Malaysian websites?
- Have an expandable site architecture.
- Have a search if your website is huge.
- Make sure things aren’t too far hidden away.
- And for goodness sake, organize your links better.
I feel half the dropouts of Malaysian websites are due to its unfriendly nature.