Usability and online financial services: big losses The Internet killer app that never came to be was online banking and financial services. A study published by CyberDialogue found that 33% of the early adopters of online banking abandoned the online experience after one year. According to Michael Weil of TowerGroup's Primary Market Research, "Irrespective of the fact that the majority of U.S. consumers are now ready for online banking in technological terms, behaviorally they continue to be slow to migrate away from traditional channels like the local bank branch or call centers." Recent numbers suggest that online financial services, when adjusted for market growth, are dead flat. Why haven't online financial services begun to reach the customer penetration levels projected? The primary reason: USABILITY. July 25, 2001