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A real-life tale of a terrible User Experience.
As a User Experience professional, I can truly tell which companies are stuck in an outdated UX model by hard they make it to get information about your account and their overall lack of transparency.
Real-life example:
🏦 Personal banker at bank: *calls me in the middle of the workday and leaves a message* about how they have “important information they think can help me.”
👧🏻 Me: I don’t answer because it’s in the middle of the workday and I don’t recognize the number.
🏦Personal banker at bank: *emails me in the middle of the workday* about said “important information they think can help me.”
Two points of contact that provide zero value at an inconvenient time for me the user.
Just tell me the information if it's so helpful. Why do I need to set up an in person meeting? Who has time for this?
Do people actually have time for this⁉️
Companies Need to Stop Gatekeeping Important User Information
Instead of making it unnecessarily hard to get information about a customer’s account, companies should strive to improve their User Experience by making it easy to get things done and access information about their account on their app or website.
Why? Because making it hard for users to access their account information is:
- Frustrating
- Inconvenient
- A waste of time
- Creates feelings of distrust in users
- Creates feelings of helplessness for users
Instead, companies should always:
- Give users autonomy by allowing them to control their data and interactions on an app or website.
- Increase efficiency and usability by making accessing account…