I have spent a week dealing with a new payment system that doesn’t work, wasn’t communicated, and delivers no information on what you’re been paid for when you finally get paid. Useless.
I’ve called phonelines to try to do a good deed and been routed to a satisfaction survey before anyone has picked up the phone. Turns out they just cut you dead after five minutes of not answering. Given the line is to a team dealing predominantly with vulnerable people it’s not goo enough.
I’ve answered survey questions that give you a scale of one to five, but don’t make clear which is the good or bad end of the scale. I’ve put in so many two-factor authentication codes twice, because you get the code, start typing it in, then realise they haven’t put the cursor in the box and you’ve been typing into the ether.
I’ve seen places (that should definitely know better) using “click here” hyperlinks – instead of descriptive links which are important for accessibility.
I’ve typed into form boxes and then been told *after the typing* that for some unfathomable reason, they don’t allow certain ‘special’ characters. They don’t necessarily tell you which they consider “special” and it takes quite some time to realise that commas, apostrophes and speech marks are not included. (WHAT?! Why not just ban a couple of random letters from the alphabet while you’re at it?)
Desperate requests for feedback, that link me to systems that I cannot log-in to, so I cannot deliver said feedback. And don’t even get me started on trying to find contact numbers for places you need to ring for support.
Nothing seems to work and I am irritated.
Nothing needs to be so complicated. Let’s do better.
The campaign for better UX starts here.
RadioKate 