The Task-Based UX Benchmark Study

UserZoom ran a quick competitive UX benchmarking study between HSBC and Barclays, two well known banking and financial institutions, to see how users experienced navigational and core tasks, as well as how they rated their overall experience on these websites.

The Study

We ran an unmoderated remote benchmark study with 60 in-the-wild users on their own devices over the course of a single day, and collected both quantitative and qualitative feedback.

Participants were equally divided so that 30 went to each site, and completed several tasks in order to test and measure the design of the homepage, the website’s structure, and gather usability metrics for each site.

We also measured users feelings about the brand before and after their experience with the site, as well as their likelihood to recommend the site to friends, family and colleagues.

Here is a sample of the benchmark:

First impressions are lasting impressions

We showed all 60 participants static images of the homepages of HSBC and Barclays and asked them to choose which site they associated with several UX attributes.

HSBC was voted as the winner in all of the positive categories, and by a fairly clear margin. Of particular note is the amount of participants who felt HSBC is more Trustworthy and Easy than Barclays. In each of these categories HSBC received 72% of the votes – the largest discrepancy by far amongst the ratings.

Barclays’ homepage was clearly seen as being Overwhelming (67%). We often see this when one homepage is more condensed while the other is longer and would take more scrolling. The homepage that requires more scrolling tends to be viewed as Overwhelming.

Want to see the rest? Download the battle to find out who won!


Show me who won!