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Confuse majority of your customers to help a minority

Added: August 19, 2008

Tags: design rant usability

Recently I have logged into internet banking application of my bank in Slovakia. I found an ad offering me a loan. That is fine, I like to be informed about potentially useful things. This time, however, I was not interested. But I could continue only with two paths "Contact me, I am interested" and "Show me this offer later". This looked like unintentional omission of third possibility "Thank you, do not show me this again". So I contacted the bank and told them about this.

I've got reply next day (yes, they have good customer service). From the answer I have learned that that option was there before, but sometimes people clicked "I do not care" and then, some time later they wanted to apply. So the bank decided to solve this glitch. And they did. Problem is, that solution seems worse than original problem. People not interested in that offer in current version of internet banking are supposed to click "Contact me, I am interested", that will present them a form they need to fill out. The critical part is to leave the form empty. That handles missing state "Thank you, do not show me this again" with possibility of changing your mind later, because empty form will be available in "empty forms" folder.

Huh? How was I supposed to figure that out? And what about people that do not keep in their mind that you need to click Start if you want to shutdown Windows? I do not know what designers/programmers in my bank were thinking about, but I expect I am not the only person who would not click "Contact me" option if I do not want to be contacted. It seems to me that someone suggested the cheapest technical solution how to add new this new functionality - just remove existing feature and existing code will handle rest of it. I am sure they did not think about people using their product.

I hope it is only workaround until they implement, test and deploy working solution.

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