Guidelines for designing e-statements for e-banking

e-Banking is a well-researched phenomenon in the current trend towards pervasive digitalization of financial institutions. Banking statements have always been a key touch point between banks and their customers and the design of digital statements (or e-statements) should therefore be a priority in e-banking design and delivery. When commissioned to assist with the re-design of a prominent bank's statements, the authors discovered a lack of published research related to bank statement design in general, and e-statement design in particular. Therefore, the purpose of this paper is to propose guidelines for designing e-statements for e-banking. The guidelines were derived through concluding a systematic review of published literature on e-statement design and by examining the classical interface design guidelines for their applicability to e-statement design. By combining these results, a useful set of guidelines that constitute both a theoretical and a practical contribution within the fields of e-banking and user experience design, are presented. By considering these guidelines for e-statement design for e-banking, organizations may achieve a better outcome in terms of this customer experience touch point.