I don’t know how much of this is legislation, the limits of tech security or the failure of design — but I’ve been increasingly frustrated with my use of Maybank’s services.
I will list just one main complaint from the three services I use most, and hopefully this helps me manage my temper better the next time I encounter it:
- App does not support creating cashless withdrawals. If I forget my wallet, I will whip out my phone to send myself RM300 through any of the Maybank ATMs around. This is the handiest part of having a phone and Maybank account. But the app does not support it, so you’ll have to load the full website on Safari — it’s a dreary experience on a laptop. In an iPhone, trying to solve an immediate cash problem, it’s challenging, infuriating and sloooooooooow.
- Debit card requires manual reactivation every year for online purchases. This mean I could easily lose my annual subscriptions if my credit card lapses — and being an early adopter of various services, this means I automatically lose the great value packages I have if I miss just one payment. This is how I lost an excellent gmail subscription plan — I now pay monthly what I used to on an annual basis.
The bank doesn’t offer a courtesy notification that the time period is lapsing, which I think is bank speech for “Go fuck yourself”. I was also told my card would be blocked from “gaming” websites, alongside gambling and (probably) porn, but the bank could not provide me with the list of websites blocked, nor could they provide me a whitelist. If this affects my purchases on MacHeist, Apple Store, or Steam — I will be grossly unhappy.
- The unambitious website has terrible user experience. And it begins at first glimpse of the homepage. That stupid popup that appears each time. What does it say? I don’t know or care, I have honed my reflexes into killing pop-ups. It’s bad enough when some recipe website is nagging you to join their mailing list. My bank has the same amount of dignity. Swat the pop-up away, greeted by ugly website I ignore, click login. Users will see their personal security image (chosen from ugly photos of various inane objects). You can’t hit “enter” after typing in your username, you can only manually click “next”. Some of these are small annoyances, but they add up quickly with the frequency of website usage. Much less if you know the experience will annoy from the start.I’ve been using Maybank2u for as long as they’ve had online banking, and it still feels as unevolved as when it first launched — even though they just had a makeover. My emails have adjusted over time, from Yahoo and Hotmail, to the behemoth of Gmail. My networks have gone from Friendster to MySpace to Facebook. Maybank? Maybank feels like it has missed every evolution of the internet. Just today, I had to click in various places to hunt down where my money went for different types of bills I have. The information hierarchy isn’t designed with the end user in mind, the website looks like it’s still in the 90s, and even the “request tac” system is cumbersome.On top of that, I wish the website could provide various financial services — for example, I wouldn’t mind paying a small subscription to be able to manage my personal finances and receive useful info visualisations from both website and app. Better yet, if I didn’t have to.
I don’t think it’s an impossible ask — there are banks that do online and app services really well. Just not Maybank.
I think Maybank would best be served by redoing the entire design of the website — not necessarily a redesign ordered from the digital team of the agency doing their advertising, mind you. A proper website redesign from people who specialise in UX and web design. Declutter, and streamline what appears on the front page for new vs existing users. And the app could be much better too.
Probably won’t see this for many years. Banks are notorious for their traditional inflexibility, even if good tech isn’t associated with old internet