Maybank2u (M2U): All-New, All-You, All-Disappointments!

Our country biggest bank launched their new web 2.0 internet banking portal yesterday (16 Oct 2008).

“With the all-new, all-you M2U 2.0, Maybank now has an internet banking portal built using modern code on a next-generation platform. The chosen platform is scalable and opens the door for Web 2.0 style features to be implemented on the portal. Armed with a new mindset, modern website templates, content management platform and streamlined internal processes, M2U 2.0 now paves the way for richer interactive content, online support and even mobile banking in the future.”

I tried the new portal to manage my daily banking transactions. All-New, All-You but All-Disappointment! I am very disappointed with their new portal. Here are some in my experiences and questions in my mind:

  1. Do they do any performance testing? Every click takes 5-10 minutes. Then, connection time out or you will get “System Busy” error.
  2. Tones of errors with the new portal. Here are the few common errors happened.
    • Session expired after 5 minute even though you continuously hitting the portal.
    • Try to do interbank fund transfer and you might get rejected code XXXXX
    • You can easily get “Our service is currently unavailable” when clicking around the portal such as checking account balance.
  3. I guess there might be many people complaint on the new portal. So, they reopen the old maybank2u portal during the transition period today. Again, it is slow, session expired error still happened. Somehow the integration got some problem. You will get a weird screen which consists of new and old portal.
  4. Do you think the new portal become more user friendly? The old portal have clear navigation link on the left hand side. With the new portal main navigation link move to top side and its sub navigation link on the left hand side. This means that we need to have more clicks in order to reach our targeted page.

Lastly, how can all these happen to an internet banking portal? Internet banking portal is all about money transactions. With all these problems, someone maybe not able to transfer their money on time, pay their bill on time and etc. I don’t think I need a very fancy portal with very nice web 2.0 features, interactive contents and AJAX features. Adding all these features become a burden to it system architecture and performance. This is not a social network portal. All I want is get my thing done fast with simple and direct user-interface!

* I hope this is not out of topic from my blog. But, I think there are some problems on the entire project implementations. No proper testing, wrong user requirements, inappropriate go live planning…what’s a shame on M2U.

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