Posts tagged: user experience

Judging a service from a single interaction

Posted 18 October 2012 in business, research | 1 comment

The other week I received a phone call from a mobile service provider asking me to take part in a survey to rate a conversation I’d had with their call centre a few days earlier. I agreed and the lady began by asking me whether the person I spoke to, let’s call him X but she used his name which I had taken down during the phone call, had helped me with my enquiry. He had, and I said so.

The lady asked me several rating questions on a scale of 0-10 about how helpful X had been before asking “How likely are you to recommend [mobile carrier] based on your conversation with X?”. Suddenly I felt uncomfortable.

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Viewing an Excel file should not be so hard

Posted 10 December 2010 in applications, user experience | No comments yet

I needed to open a .xls Excel file on my PC and OpenOffice wouldn’t open it so I tried the Microsoft Office Excel Viewer program but it said no:

I thought perhaps the viewer was out of date so I found the “Check for updates” link which opened up a tab in my Chrome browser helpfully suggesting I should be running Internet Explorer 5 or later.

It had been a long time since I installed the Excel Viewer so I went through the checking for updates process, did some installations, but still the file wouldn’t play ball.

I switched over to Internet Explorer, set myself up with a Windows Live account and decided I’d try and open it with Microsoft Office Live, but Internet Explorer suggested that it wasn’t safe:

I ignored the advice but even then the file refused to open:

Having wasted a lot of time and failed miserably, I waited until I had access to another PC with Microsoft Office installed on it and Excel opened my troublesome file happily.

The three most frustrating things about this experience:

  • all that effort that got me nowhere
  • lack of appropriate guidance from the applications
  • the behavioural difference between an installed copy of Office and Office Live

Google suggest? It’s more like Google says

Posted 20 November 2010 in user experience | No comments yet

Today my search on Google for “does finland allow dual citizenship?” left me a little stumped because the first page of results had no mention of Finland, instead giving me links to web pages about English dual citizenship.  I then noticed that Google had decided to over-ride my search’s “finland” with “england” and provided a link to change the search back to my original term.

When using a search engine, seeing links to synonyms, spelling-corrections and related searches can be helpful. Hijacking a valid search is not.

Google hijacking search terms

Intercom entry panel design

Posted 18 November 2010 in design | No comments yet

Part 4 of my intercom system whine.

Tonight I decided to take a closer look at what’s on the other end of my intercom and I’m even more perplexed by the choice of system.

BPT Group intercom system

Outside my building’s front-door is a large stainless-steel vertical panel (in this picture I’ve managed to chop off the top): video camera, a row of lights and icons, a screen, some buttons with dots on them, a number pad, and some other strange black block with a pretty design (a swipe key reader perhaps? we have a separate one of those already).

I pressed in my apartment number and it buzzed my apartment. It works that easily. What are all the other buttons for?

I gave the system a bit of a poke. In the middle of the panel, the four buttons with dots seem to be associated with the options at the bottom of the digital screen (so why are they visually grouped with the number pad?). All four buttons allow you to access menus that list the apartments… by Unit number: Unit 101, Unit 102, Unit 103, etc, in reverse order if you try the Z-A option, or by search. This A-Z and search feature might be useful for an office block to locate businesses but it’s useless for an apartment block where residents don’t want to be listed by name (and thankfully we’re not… for now at least, and I’ll be complaining if that happens).

The little blacked out bit at the top of the digital screen is where the building name appears (which is already shown around the building’s entry). The manufacturer on the other hand, BPT Group, take up almost half of the screen with their logo (pointless).

When I was looking at the panel I’d thought that the time had been incorrectly set. Looking at the photo now I realise that the “0″ in “06:44″ had made me think it had been showing me an AM time even though I was checking it out in the evening. “06:44″ meant 6:44pm. Of course. Why does an intercom need a visible date and time anyway?

I could keep complaining, but I’ll finish with the funniest thing that puzzled me – why is there a button with a guillotine icon on it?

BPT Group intercom system

That was my immediate thought while I looked over the buttons and it took me a good few seconds staring at it to realise it is actually an open door. Poorly presented and again a useless button for our building considering a person wanting to gain entry has to have someone on the inside press a button (oh, sorry, two buttons) to let them in.

The requirements, as I see them, for my building’s entry panel for the intercom system are:

  • the ability to buzz and talk with apartments
  • a video camera to feed to the intercom receivers in the apartments

This system meets those requirements but it has a lot of awkward and pointless bells and whistles (and guillotines) thrown in.