Skip to main content

What I Really Want to Tell United in Their Online Survey

Online surveys a good, but they are over-used as a cheap way to get user feedback. These surveys cannot be accurate simply by the "one size fit's all" type of design they utilize. There's never an opportunity in these multiple choice surveys for users to give details about their unique experience with a business. Why not actually talk to your customers?

What I really want to tell United in this survey which I found in my inbox this morning is... DON'T spam all your customers with a survey disguised as a contest. I would much rather have a guaranteed, small, mileage grant for completing a survey, than have the carrot of 100,000 frequent flier miles dangled in my face. The way I look at this, is there is no actual reason for me to complete this survey for United because there's no guarantee that I'll get anything for my time & thoughts. Not to mention the fact that every other airline conducts their surveys with similar contests. And on top of all of this, "contest websites" are starting to proliferate on the web, it's getting to be contest overload for consumers.

So what about my flight? Well, it was really weird that the "economy plus" section on my flight was nearly empty while plain ole economy was packed. It was also kinda weird that United had to announce to customers not to spread into Economy Plus without first paying for it. Nobody wanted to cough up the extra $50 for 5 more inches. I remember the good old days when if a flight wasn't full, folks were welcome to make themselves more comfortable without being taxed.

My only other criticism about my recent travel is about the check-in kiosk at the airport. It's difficult to use and puts way too much emphasis on 'up-selling' instead of expedient check-in. United, please contact me for some usability help with your software!

Comments

Popular posts from this blog

NECO Alliance Rebates - Maytag, Samsung Appliance Rebates are Complete Bullshit

I just got tricked out of $300 I was told I was going to rebates from the purchase of my brand new $1500 Samsung refrigerator & Maytag dishwasher. Now, I can't recommend buying anything Samsung, Maytag, OR from Cummins Appliance after this customer experience.

Here's ONE of the incredibly lame emails I just received from NECO Alliance

Thank you for participating in the SAMSUNG APPLIANCES MARCH NECO ALLIANCE VISA REWARD CARD promotion. (March promotion? Never knew that...)

Your request for a rebate has been received and is being processed.

Unfortunately your rebate was rejected due to the following reason(s):
 -RECEIVED PAST POSTMARK (Gee, there was no deadline on my form!)


       *** DO NOT REPLY TO THIS EMAIL ADDRESS ***
This email has been generated by an automated service machine.
   Emails sent to this address WILL NOT be responded to.
(You SUCK!)
 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

I guess I sent the rebate …

UX Design Process aka Web Product Design Process

So... I'm on Pinterest updating a 'board' for my portfolio and I discover that other people have pinned my Experience Design Process graphic from my website. Apparently this graphic comes right up in Google Searches if you search on on Experience Design Process. Since the image on my site is small I'm re-posting the graphic here! Can anybody guess what this image was originally create for?


I don't know what I was thinking about these colors!

So what is going on here?
In the middle of the graphic is a series of linear main steps to take in order to design an interactive digital product. The process starts with identifying a project's goals and ends with meeting those goals. In order to meet those goals you need to do some careful work... Surrounding the steps are a set of tasks (or methodologies) to perform in order to complete each step of the process. Over-arching the entire process are guidelines like "vetting" and "informed iteration" (show…

How to Help Grandparents with Their Technology

I'm sitting here writing this on my dad's old iMac realizing I could have done a better job helping him with technology over the past few years. I feel like a bad daughter, an interaction designer ought to do a lot better for their parents. My dad was very capable, and fiercely wanted his independence, so I didn't bother him.  Still, I was already doing "tech support" for friends and strangers, and I'm realizing now that I could have saved myself a bit of work after he passed me on his gadgets. So here's my advice to people who have an older parent or friend, even if they are not a luddite!

Make yourself the Admin.
Set up their gmail, give yourself access.  Give them their password, make sure it's super easy to remember but tell them not to reuse this password for any reason anywhere.

Set up their iCloud, Amazon Prime, YouTube etc tethered to their new Gmail.  Yes, plug their credit card into these accounts, they're still independent! Give them their…