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

Human / Nature

About twelve years ago I didn’t really understand Climate Change but I was actually looking forward to it, sort-of like a good mystery I could become enthralled with.  At the time all I knew was I wanted a different lifestyle, and I thought, maybe Climate Change might make that happen? Maybe my life will actually be better because of it?  I had this fantasy about being a self sufficient bohemian gourmet, growing my own food harvested right in my yard. Mother Earth magazine seemed so bucolic. I wanted the opposite of my cramped apartment in San Francisco. In 2008 Climate Change was just an excuse to make changes, quit a job and move.   I moved East, close to my dad. I didn’t mention anything about Climate Change to my father, a total denier who was a meteorologist when he was in his 20s. There was no amount of practical data that would change his mind. He retired in ’93, with nothing to be stressed about so he simply didn’t care about anything but football, fishing and food.  

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 iteratio

The Unsatisfying Story of Vegan Penn Jillette

Every so often my husband will mention how he’s interested in becoming vegetarian. Yesterday he was telling me about Penn Jillette, the famous comedian from Penn & Teller. He had read how Jillette is now a vegan, saying with personal interest that Jillette said “he feels so much better now.” First I was perplexed, we are both Penn & Teller fans and as performers over the years Penn Jillette struck me as an unapologetic manly man, veganism seems totally at odds with his character. I also barked at my burger loving husband, “What would you eat if you became a vegan? What do you even like that’s vegetarian?” There was no reply because my husband leaves all the food decisions up to me and I am nowhere close to being a vegetarian myself.  I wanted to know more about this so I go online and Google ‘Penn Jillette Vegan’ and found this LA Times article ;  “At 6 feet, 6 inches and 330 pounds, he was hospitalized for his high blood pressure and a 90% heart blockage. Already taki