You’d think so, but my wife uses a bank that spent a good 12 years without a substantial change to their website. It finally got a major refresh a few years back and everything just FELT better. It was like fixing up the lobby- it might be secondary to the primary purpose of being there, but it made it a better experience for the customer.

That’s ignoring things like online bill pay, mobile banking, and roll outs of new financial products that really are innovations from the last 10-15 years.