Anyone that knows me, knows that I’m a big supporter of Discover Card. Out of all of the credit card companies, they’re one of the few that has never done me wrong and has always had great customer service when I needed it. In fact, it’s one of the few out there that looked after my well being and has a rewards program that is definitely a way to promote why you should be using it.
So when they started a promotion with their Discover Bank, I decided to jump on it. A couple things struck me right off and whomever the product manager of Discover Bank should really take heed to this since it doesn’t align itself well considering their online system for the card services is up-to-par with today’s standards of web services.
- Login and Password from forms – When you ask for personal information from a user, be sure to get every single bit of it so that you can populate logins and such. Nothing from that rewards program notified you that you also had to register for an online system so while you could open an account right away and fund it, you couldn’t get in to check on it because someone forgot to add it into the forms.
In fact, I had to call the customer service number to have someone walk through why I didn’t have a login. The lady on the other end was very nice although this type of online form issue shouldn’t happen if you have a QA department. You always have someone once-over it a couple times in the place of a brand new user to see what they can break and never make assumptions. Assuming that people won’t click on something is the first no-no in QA testing.
- https://global1.onlinebank.com – Come on now. URL that isn’t masked or loaded directly? This tells me that not only is the software outsourced, but it’s not on the same level as the web services from card side. For whatever you’re paying ORCC, you should be able to brand it directly. Even on the bottom of the interface itself, has a copyright notice from Online Resourcing Corporation. There is also a lot of web side that needs work but that’s another thing altogether. But overall, a red flag goes up as a consumer when suddenly you go from discoverbank.com to “onlinebank.com”.
- No EV-SSL? – This is another web side thing that someone should have flagged. While it’s not a huge deal in the security matters, most banking institutions actually do use it to provide more of a peace-of-mind for their customers. I will however say that I did due diligence and found that Discover Card web side also doesn’t use EV-SSL.
- link checking – Not all of the links on the front page work (check the ones on the footer). I’m not certain if they go to old domains that used to be owned by Discover, or whatever, but there are definitely links that point to nonexistent things. Due diligence again on Discover Card side of it and the link itself actually did exist.
I will say that Discover Card actually sets itself up with these issues. I wouldn’t have thought twice with another card services since I’ve used a fair amount of them and Discover is the only one that always seems to improve their online presence and has an awesome job of marketing their product lines. In fact, I personally probably wouldn’t have used the Discover Bank in seeing the things that I saw above if it wasn’t for the fact that Discover was also marketing their banking line on their card services.
In the future, I would love to see a merger of the two systems. I know that currently since the banking system is outsourced, it’s going to be a while considering I’ve done my fair share of online SaaS products. But from a consumer standpoint, some of the issues above can be fixed rather easily that will in fact increase customer peace-of-mind. Is this something that Discover wishes? I’m sure it is considering they’ve always stood out on that front in my eyes.