Why Fifth Third’s Online Banking Application Sucks

Saturday, 30 June 2012

I used to love do­ing my on­line bank­ing through Fifth Third. Their old sys­tem al­lowed me to make prompt pay­ments that were im­me­di­ate­ly re­flect­ed on my bal­ance, so I al­ways knew ex­act­ly how much mon­ey was at my dis­pos­al at any given time. Their newish sys­tem threw all of that out of the win­dow. I’ve nev­er been one to have over­drafts, but since they went through what I’m sure they con­sid­er an up­grade, I end up with one just about every oth­er mon­th. Here’s an ex­am­ple of how the new sys­tem works:

Let’s start with $500 in the ac­count. You get your ca­ble bill for $100, and log on to make the pay­ment. Fifth Third’s sys­tem sched­ules the pay­ment to be made 2 – 3 days af­ter you en­ter it. Your ac­count still shows a bal­ance of $500. The day be­fore the pay­ment is to be made, you de­cide to can­cel the pay­ment and go in to do so. Besides be­ing ridicu­lous­ly hard to find out how to can­cel the pay­ment, when you fi­nal­ly get there, you’re un­able to be­cause ap­par­ent­ly the sys­tem is al­ready pro­cess­ing the trans­ac­tion. The pay­ment does NOT show up on the item­ized pend­ing trans­ac­tions screen, but IS re­flect­ed in the to­tal pend­ing pay­ments line. Your bal­ance still shows as $500. The next day, the day of the pay­ment, the ca­ble pay­ment com­plete­ly dis­ap­pears from your pend­ing trans­ac­tions list, and is list­ed as PAID in the pay­ment ac­tiv­i­ty screen. Your bal­ance re­mains at $500. The day AFTER the pay­ment is made, your bal­ance is up­dat­ed to $400. Fairly com­pli­cat­ed to fol­low along, but not im­pos­si­ble, if you on­ly pay one bill at a time.

Let’s say I have $500 in the ac­count. I get my ca­ble bill and sched­ule the pay­ment. The next day I get my phone bill and sched­ule the pay­ment. The day af­ter I get my elec­tric and gas bills, and sched­ule those pay­ments. Now can you keep track of what’s pend­ing and what your bal­ance is for the stag­gered 2 – 3 day cy­cle it takes to pay each bill? Maybe if you’re a COBOL main­frame.

I know NO ONE who ac­tu­al­ly thinks about their mon­ey in a stag­gered 2 – 3 day pay­ment cy­cle. If I write a check for $100 and give it to a cashier, and they take 2 – 3 days to cash it, I don’t think that I’m still in pos­ses­sion of that $100. As soon as I hand it over, it is mon­ey I no longer have. The Fifth Third user in­ter­face should re­flect this hu­man par­a­digm, not the way the com­put­er process­es trans­ac­tions.

There’s an easy way to fix this, and it’s even a com­pro­mise be­tween the two par­a­digms. It ap­pears that Fifth Third has tried to make it work, but they’re fail­ing there as well. Show the math. The of­fi­cial bal­ance, mi­nus the pend­ing trans­ac­tions equals the avail­able bal­ance. Unfortunately, the sev­er­al dif­fer­ent pend­ing trans­ac­tions screens NEVER agree with each oth­er in re­gard to the math, and don’t give enough de­tail for a hu­man to make sense of what’s go­ing on.

On the Account Activity page you get a lit­tle box that gives your bal­ance as of yesterday’s date; a line for to­tal pend­ing trans­ac­tions, a line for oth­er trans­ac­tions and a line that shows avail­able bal­ance. You can­not click on the pend­ing or oth­er trans­ac­tions lines to see where they are get­ting those num­bers. If you click on the Pending or Other links to get an ex­pla­na­tion, a 404 win­dow pops up.

There is al­so a pend­ing pay­ments screen on the Make Payments page. This page takes your avail­able bal­ance from the first page (the one that you get from sub­tract­ing pend­ing pay­ments) and sub­tracts pend­ing pay­ments from it. It’s al­ways in red for me. The math doesn’t re­mote­ly re­flect the oth­er pend­ing pay­ment screen.

And don’t get me start­ed on the fact that my mort­gage pay­ments (al­so through Fifth Third) don’t even ap­pear as pend­ing trans­ac­tions, the mon­ey just dis­ap­pears and shows up on the item­ized list of post­ed trans­ac­tions. I have to have a re­minder on my Google Calendar so I know when that mon­ey is go­ing to be tak­en out. If you bank with Fifth Third and have your mort­gage through them, you should be able to set up that pay­ment through their on­line sys­tem in­stead of the third par­ty they use.

And that’s just me bitch­ing about the math. The user ex­pe­ri­ence is Byzantine. There are frames with­in frames with­in frames, each with their own scroll bar, some are ver­ti­cal scroll bars, some are hor­i­zon­tal scroll bars. There are fly­outs with­in fly­outs that make me click 3 more times than I should have in or­der to pay a bill, or sched­ule a pay­ment. A pay­ment that can no longer be can­celed does not give a prompt ex­plain­ing why it can’t be can­celed, the op­tion just isn’t there. I don’t need to be able to as­sign a car icon to my car pay­ment, I need to be able to see how much mon­ey I have.

The most im­por­tant thing I’ve learned from work­ing on gov­ern­ment web­sites is that cit­i­zens do not give a shit about how pret­ty or bell&whistly a site is. They want the in­for­ma­tion they’ve come to get, they want to pay their prop­er­ty tax­es with as lit­tle fuss as pos­si­ble, and they want every­thing to be clear and con­cise, so they can go back to watch­ing YouTube ASAP. This same ex­pec­ta­tion ap­plies to bank­ing. Show me my mon­ey and what is be­ing done with it.

This is what I’d like to see at a glance:

What a Balance Summary Should Look Like
Category Details Amount
 Current Balance (629)  $500
 Pending Payments  Cable (pro­cess­ing) (630)  -$100
 Phone (can­cel this pay­ment) (72)  -$75
 Student Loan (can­cel this pay­ment) (man­age recurrence)(7 – 2)  -$80
 ATM Withdrawal (630)  -$320
 Balance After Payments (73)  -$75

 

Oh, hey, look. I can see that I’m go­ing to be in the red if I don’t can­cel my phone bill pay­ment. I see that I can’t can­cel the ca­ble bill be­cause it’s al­ready be­ing processed. I see the dates that each bill will be paid. I see that the bal­ance af­ter pay­ments is ef­fec­tive through 7 – 3 and I can plan which bills to pay and which to hold un­til next pay­day be­cause I can tell:

  • How much mon­ey I have
  • How much of that has al­ready been as­signed
  • How much is left af­ter

The list of all trans­ac­tions can be on an­oth­er page, the man­age pay­ees sec­tion can be on an­oth­er page, every­thing can be on oth­er pages. I want some­thing that looks like my check­book. I might go back to us­ing my check­book. Buying stamps is cheap­er than pay­ing over­draft fees. Unfortunately there’s no way to get past the wall of ba­sic cus­tomer-ser­vice folks to speak to some­one who might have the pow­er to af­fect how their bank­ing works, so I’m re­duced to writ­ing a bitch­ing weblog post.

The old sys­tem was sim­pler, and sim­pler is bet­ter when deal­ing with your mon­ey day to day. I shouldn’t need to be a CPA to un­der­stand what my bank is do­ing with my mon­ey.

Integrating A Sweetcron Firehose/​Lifestream in­to WordPress

Saturday, 17 April 2010

Whatever spare spare time I’ve had the last cou­ple of weeks I’ve spent try­ing to fig­ure out how to make a lifestream page for this site. A lifestream is ba­si­cal­ly a page that shows as close to every­thing pos­si­ble that a par­tic­u­lar per­son has been up to on the in­ter­net. A fire­hose is some­what sim­i­lar.

This was tough. I first start­ed out us­ing Yahoo Pipes to cre­ate a feed of all my feeds. Yahoo Pipes is pret­ty cool, but the feed it out­puts doesn’t al­ways work and can’t be styled or eas­i­ly in­te­grat­ed with WordPress. So I looked around a bit, and found Mark Pilgrim’s Firehose. I liked the way it looked, so I found the post ex­plain­ing how he did it. Unfortunately, he’s much smarter at the in­ter­net than I am, and his so­lu­tion, though it looked promis­ing, was be­yond my ken.

My next stop was MetaFilter, since I hang out there fre­quent­ly and the hive mind knows all. I found a cou­ple of good re­sources point­ing me to oth­er pos­si­bil­i­ties; name­ly Sweetcron or re­Blog.

I chose sweet­cron and got to work. I even found a way to in­te­grate my WordPress the­me in­to a sweet­cron the­me. This se­tup process was not easy and hasn’t worked com­plete­ly. The sweet­cron-run fire­hose us­es my WordPress the­me bril­liant­ly, but there’s some sort of con­flict en­gen­dered by the WordPress mod-rewrites in the .htac­cess files, which re­sults in the page head­er al­ways dis­play­ing 404 Page Not Found. How to fix this? The afore­linked in­te­gra­tion men­tioned a few steps to take care of this is­sue, but in my case they didn’t work.

I dug around in the WordPress fo­rums and found out that Apache’s mod-rewrite in the .htac­cess file for WordPress has of­ten caused this er­ror for any non-Wordpress sub­di­rec­to­ries on a do­main. None of the sug­ges­tions men­tioned in that thread worked, so I think there’s some sort of con­flict be­tween the root-lev­el WordPress .htac­cess file and the sweet­cron di­rec­to­ry .htac­cess file. I might be wrong, that sort of thing is out of my depth.

However, apart from the 404 Page Not Found in the page head­er, the rest of the lifestream/​firehose works just fine. If you re­al­ly want to mon­i­tor most of my on­line ac­tiv­i­ties (and I know there’s at least one per­son in the County Administration Building who does), this should make it eas­ier for you.

Always hap­py to help!

New Design

Thursday, 18 March 2010

Well, I’ve got a new de­sign up, fi­nal­ly. Doesn’t look too much dif­fer­ent on the face. Most of the changes are be­hind the sce­nes, HTML5 and CSS3. If you’ve got the right browser, you might see some cool fonts and oth­er stuff. As usu­al, it ain’t com­plete, if I ever get around to it some oth­er cool­ness might ap­pear.

Well, it fig­ures, some stuff isn’t work­ing cor­rect­ly that worked just fine on my de­vel­op­ment box. Switched back to the old de­sign un­til I can fig­ure it out.

Well, I fi­nal­ly fig­ured out the bugs. @font-face should be work­ing now, I’m us­ing Greyscale and Midiet. The whole de­sign is cod­ed in HTML5, and I was us­ing every CSS3 bell and whistle just for prac­tice but end­ed up rip­ping most of them out. I plan on mak­ing a few more up­dates and to con­duct an au­dit of all my posts, to clean them up, but that process will take even longer than it did for me to come up with a new de­sign.

Gill Sans Fatigue

Monday, 1 February 2010

I have Gill Sans fa­tigue. Its in­creas­ing ubiq­ui­ty might mere­ly be the re­sult of my in­creas­ing aware­ness of var­i­ous type­faces, con­fir­ma­tion bi­as, or some­thing else, but every­where I look, there it is. On all of the Colliers Ostendorf-Morris for-lease signs (and there are a lot of those in down­town Cleveland) on ban­ners ad­ver­tis­ing lux­u­ry lofts, on signs in hall­ways, on busi­ness cards, on the side of com­mer­cial vans, on plaques and dis­plays at the Museum of Natural History. Everywhere.

What used to be my fa­vorite font is now played out (or has been and I’m just now notic­ing). I still like Eric Gill’s work, though. And by work I don’t mean the fact that he slept with his sis­ters, daugh­ters and fam­i­ly dog. I mean his type­faces, wood­block prints and sculp­ture.

Cobbler’s Children

Monday, 7 December 2009

Probably the best rea­son to call for good web stan­dard prac­tices and a con­sis­tent and log­i­cal ap­proach to build­ing web­sites is the ease with which such good plan­ning en­ables fu­ture-proof­ing and up­grad­ing how a site looks. In 2002, when I start­ed this thing, I was blind­ly mov­ing about us­ing WYSIWYG, think­ing I knew what CSS was and how RSS worked. Now that I’ve got my head around that, and know how to build lean, se­man­tic markup, ac­knowl­edge the pow­er that tags can have and un­der­stand first-hand the im­por­tance of ac­ces­si­bil­i­ty in ex­pand­ing the web ex­pe­ri­ence, I of­ten want to go back and clean up all the dusty cor­ners of this site, mak­ing each post pass all of the var­i­ous tests that ex­ist to test web­pages.

I’ve been, every on­ce in a mo­ment, when I have a mo­ment, been work­ing on a re­design. HTML5 and CSS3, ex­cel­lent ty­pog­ra­phy and a new it­er­a­tion of the min­i­mal de­sign aes­thet­ic that’s be­come the norm here. I’ve been work­ing on it for months, but it is still on­ly bare­ly start­ed. It takes more time to fig­ure out where I left off than it does to make changes and up­dates to the de­sign. It’s the cobbler’s chil­dren.

USNDPC Video

Saturday, 4 April 2009

I took part in my first crowd-sourced vi­ral video cam­paign [even though I think those words aren’t be­ing used in the cor­rect way] for the U.S. National Design Policy Council. The video is be­low, but you can fol­low the rab­bit-hole of more in­for­ma­tion by go­ing here.

The ques­tions par­tic­i­pants were asked to an­swer were:

  1. What role does de­sign play in US eco­nom­ic com­pet­i­tive­ness?
  2. What role does de­sign play in the US de­mo­c­ra­t­ic gov­er­nance?
  3. In what speci­fic ways, would a na­tion­al de­sign pol­i­cy fur­ther en­able de­sign to play those roles?
  4. What would you pledge to do to help de­sign play that role?

Interviewed by CNN Money

Saturday, 21 March 2009

I was in­ter­viewed by CNN Money about the fed­er­al stim­u­lus track­ing site Recovery​.gov. I wrote a more de­tailed post about it over at The Design State.

I would al­so like to take this op­por­tu­ni­ty to state of­fi­cial­ly, and un­equiv­o­cal­ly, that I love squir­rels.