Posts tagged with Pet Insurance

When is a comparison site not a comparison site?

The UX world has been gearing up for a big event this week. No, not the US Presidential Election (although hopefully poor usability will not play a major part in this election as it supposedly did in 2000 ).

Today (November 8) is actually World Usability Day 2012, during which organisations and companies around the world hold events to spread the word and work of Usability and UX Professionals.

This year’s theme, apt for the current economic climate, is Financial Services. So, in keeping with this we decided to take a look at how two of the UK’s most popular financial comparison web sites stacked up against each other: Confused.com and MoneySupermarket.com.  

Using whatusersdo.com we asked users to conduct some typical tasks involving a specific type of financial service that many of us may be familiar with as it blurs the line between finance and lifestyle: pet insurance.

The results were quite surprising and not what I would have predicted. My guesses of the issues: confusing terminology, cluttered layouts, not knowing where to start, were all present but not the main problem.  

I think it’s a reasonable assumption to make that when someone goes to a comparison site to look at the cost of insurance they expect to be able to, well, get a comparison.

The two sites that we tested both failed in this mission in their own way. 

4 comments