Tim recounts a 401K benefits website usability failure to cohost Dave Mitropoulos-Rundus. They then discuss the foundational importance of usability testing and of tracking the all-important time on task metric. A simple rollover took Tim and his financial advisor at the credit union 15-20 minutes across two customer support staff conversations rather than simply completing the rollover online in 5-10 minutes. Not good.

Even in 2022, the most professional-looking website can disappoint customers if UX breaks down in the most fundamental tasks. Don’t let this happen to yours! Especially with financial services sites and medical sites, customers may hold your site, and your brand, to a high standard of expectation.