I'm part of a team working on a redesign of our company's online banking platform. The current platform is hosted by a third party so there are no analytics about user behavior once a customer logs in.
My client contact, several of my contacts employees, and the founder of the
company have indicated a strong belief that, based on user surveys they have
conducted, their site is "pretty darn good".
Part of the process I am working to implement will include user testing during
the design phase. Does anyone have good counter points to why user surveys
should be taken with a grain of salt and not considered the
"end-all-be-all" judgment of a website.
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