We analyze interface error details using the example of one banking site

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Last time we talked about the client . Today we’ll talk about the site.

A site for Internet business is always more important, because it is a showcase and a source of new customers. It is extremely important to have the right text and the correct presentation of the material. We will analyze some of the shortcomings and, at the same time, discuss some interface trivia.





Well, if “Commission is zero percent,” but when I last checked, there were still cases and declensions in the language. That's right, because "zero percent (whom, what?) Commissions and, " yes, the captain?

Although, of course, after such a picture is seen by “more than 3,000,000 customers” (judging by the inscription on the main bank), you will never see the correct spelling. This is a question of personal responsibility raised in a previous article.

Let's go with the main one:

What should an attentive reader immediately see after reading the first article:
  1. Love for hard-to-read capslock. I suspect marketers demanded monumentality (they forgot to demand the discharge of capital letters).
  2. Recall optical alignment. The heading “Our card” should not be aligned along the edge of the yellow dash, but along the edge of the text “credit ...” in it.
  3. A thin gap before the percentage (optional, but, in my opinion, the view of the "Publisher and Author Handbook" should be put).
  4. The correct dash is “-“ instead of the short “-“.
  5. Incorrect extension of numerals: "within 2 minutes", in fact, reads as "within the second minutes." And so on the whole site.

A little combing (we remove the capsule and move the inscription 10 pixels to the right, fix the errors in the text):



Scroll the main one below:


Here, just, let's talk about the text:
Tinkoff Credit Systems is the first and only bank in Russia serving more than 3,000,000 customers without branches throughout Russia.

What is wrong:
  1. Yoda-style: “a bank in Russia”.
  2. A small tautology: "the only one in Russia throughout Russia."
  3. Change of meaning: "3,000,000 customers without branches." Although, of course, they wanted to say that it was not a client without branches, but a bank without branches.
  4. The name of the bank without quotes and with capital letters.


“Bank” today no longer means going to the branches and standing in lines. Now all operations can be done without leaving home.

  1. A visitor to the site is already reading you "now." It is not necessary to indicate the present in the text - this is “oil oil”. You can simply write: ““ Bank ”no longer means going to branches and standing in lines. All operations can be done without leaving home. ” Want to point out that you did it first? Well, leave one “now” and focus on that.
  2. Non-London guys may have other associations with going to the ward. And this is clearly not a bank :-).


Your communication with the bank occurs only through remote service channels convenient for you:

  1. Do not sprinkle salt on the wound: your grandmother has just been shocked by the fact that you are practically virtual (where to complain, if what?) And insist that communication only through remote channels. Plus, there’s a false promise: on the one hand, “only for what is convenient for you,” on the other hand, “remote” (or maybe it’s not convenient for me remotely). You should not focus on this, it is better to focus on convenience and remove “only” at all.
  2. Again, "butter oil": you do not need to write yours , etc. Feel free to remove the stop words: the text will not lose in the sense of a single gram.

Change the text, add quotes and put them out of the typing strip, change the set of the upper slogan (add a bit between capital letters), move the inscription about communication with the bank a little to the right closer to the border of the icons:


Still don’t believe that the text is very, very important? We skip the main one (yes, it’s still the main online bank) 10 cm lower.


Freud's reservation: indeed, it’s better to go to repay a loan to another bank - it’s more profitable there (in fact, they want to say about repaying a loan from another bank , and not from another bank). And put the typographic layout already . A dash is not a “-” and not a “-”, but a “-“.

You know how they say: if you don’t know what to put, put a dash. It is not for nothing that they call him that: “a sign of receiving an online policy of despair”.


We reached the basement:


There are three points:
  1. The names of periodic events or events are written with a hyphen with a year (“Sochi-2014”) or with a dash with spaces, if the name of the event is compound (“Beauty of Russia - 2013”), so “Bank of the Year 2012” will be correct.
  2. There is no need to duplicate twice about the best Internet banking. You can combine in one section and add a year.
  3. It is worth giving a link to the description of the deposit insurance system. Now it’s just a picture and causes unknowing more questions than answers.

I know the question you want to ask: where are the contacts? Where is the bank's support phone without branches. Once it was on the main one (like all normal banks). Now he was removed to the contacts.

Yes, not just removed, but ... but, by the way, now I will show. But first, the story.

Somewhere a couple of years ago, when the site was redesigned, I urgently needed to call support. Previously, the phone was at the top of the main one, which I opened on the phone and immediately called the bank (I always forget that the phone is on the back of the credit card). I open the main one, it loads for a very long time, there is no phone. But instead of the phone, a video with Tinkoff by the fireplace is shown. Auto play video. Through the mobile Internet, as we know, is not the best quality. But there is no telephone. In general, I honestly admit that I found the phone only after 5 minutes. And the auto-playing video hung on the site for several days (as it turned out later, by personal order of Oleg Tinkov, although everyone was against the team).

So, we open the page of "contacts". Imagine you are logging in from a device with a not-so-large screen. Here is the first screen:



They don’t give the phone yet. It’s good if you don’t close it, but in the hope of scrolling below:



Here, as many phones as you like, eyes are scattered. Please do not do the same. Better write one or two, and remove everything else in the voice menu (especially since it will still remain in support).

Plus, the content manager clearly freaked out:
By FREE number 8-800-555-1010 , WITHOUT A QUEUE, 24 HOURS A DAY, you can.

I’d like to add the classic: “DOWNLOAD FOR FREE WITHOUT SMS WITHOUT REGISTRATION”.

More about content


Always “answer” for the words. Prove any phrase or don't write it at all. Imagine an interview:
Applicant: I'm the coolest!
Recruiter: Why?
Applicant: Because I strive to be the coolest of all!

Agree, you would not accept such arguments. So here:

How to prove a really good quality service? Right, the facts. Do not write the cliche “one of the best”, “majority”, etc. - write real numbers, research results (and a link to these studies). No numbers? Get them.

Perhaps this is the end, although it is worth discussing the concealment of competitive functionality in the wilds of leaflets and a poor organization that wants to dump everything at once on the visitor. But this is a topic for another discussion, for now we continue in Uber .

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