Do you sign out or close the browser? Being German I always sign out (of course) but I’m always tempted to close the browser instead and see what happens.
Anyhow, you would imagine that signing out is the easiest thing in the world. People usually struggle signing in because they forget some of their credentials or their passwords. You will understand my surprise (and delight) when I came across this error message form Microsoft. I have never seen anything like this before. Most people take signing out for grated and don’t even think about it, ignore it even. The interesting thing in this error message is that they ask me to close the browser to make sure I signed out. Maybe I will overcome my German-ness and do that from now on instead of clicking the signing out button.
Did you ever regret “asking a question”? I know I did! There are so many things wrong with these answers provided by NatWest.
1. The formatting is terrible. It took me some time to realise that they must have cut and pasted content to answer the questions related to login problems. What they failed to do is to reformat the answers and make them more readable and easier to understand.
2. The quality of the copy is poor and some punctuation is missing and some copy doesn’t even relate to the question.
This does not instil confidence in me and I will not use NatWest’s FAQs in the future. I would have loved to have the chat invite popping up at this point to discuss this poor customer experience.
I thought these chat invites only come up when people dwell on pages and don’t do anything? I didn’t even pause or hesitated in the login process for NatWest and this invite just popped up and stopped me from doing what I set out to do.
An online chat can be useful when you’re stuck or don’t understand the content on the page. However, I fail to see the usefulness of a chat between step 1 and 2 for online banking?
This is a great example for a useful technology that is not fine tuned to customer needs and requirements.
I’ve been interviewing online banking customers for the past 10 years and one insight has not changed over time: customers feel reassured when they see the lock icon on their online banking site.
I’m surprised that such a simple icon still holds so much power, especially since it is no guarantee for security at all (for that you should look out for the https: prefix in the browser URL). The lock is just an image, nothing more, and anybody can use it in any way they want. You may as well draw a lock on your wallet or purse and tell yourself that it’s now protected from pickpockets.
Wouldn’t it be interesting to see how customer would react if you take the lock away? Will they think the site is less secure or will they trust their banks to protect them adequately? There are many online banking app on the market and some of them do not have the lock icon. In those cases I found that most customers either don’t care or with a stay that they miss the lock icon. It’s absence doesn’t seem to stop them from using the app and they trust their bank to provide them with a secure service, no matter what channel or device.
I think it’s high time for organisations to better understand this measurable, economic driver that can impacts performance and stakeholder value.
This error message is something that I haven’t seen before and it reminds me how much customers take for granted these days. Customers are increasingly enabled and connected with smartphones, Wi-Fi, 3G and 4G and become to expect an “always on” environment where services are there whether you need them or not. A system outage or fault stands out even more and brands work hard to either disguise them (e.g. planned downtime for routine Upgrade) or not let them happen in the first place.
I believe we’ll see less and less of these errors in the future so why not treasure them when you come across your next error message?
I love the Internet Movie Database (www.imdb.com) and have for many years but the current advertising campaign for the new Bond movie “Skyfall” is becoming very annoying.
I use IMDB search a lot and over the past 2 days I have triggered the banner involuntary so many times that I spend more time closing the trailer that starts playing than searching for movies. Even a non-rollover event (e.g. just entering something in the search field) seems to trigger the trailer.
If that’s not enough, you can play the trailer from the banner AND from the MPU advert elsewhere in the page which results in a right mess (see photo).
The current experience is going against everything that we have learned about online User Experience (UX). Users should be in control of their environment, otherwise you’re confusing them and you lose them to other channels or competitors.
So, if I were responsible for the media campaign I’d use click-on banners that users can control and make sure that only one trailer can be played by a banner or MPU.