Tag Archives: redesign

Crappy user experience

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A bit of a rant here. I’m doing some medical expense claiming and my provider has an App that is not designed with the end user in mind. First I have to go to 3 different pages to make a claim. Then after all the claim details are entered, I have to scroll down on a confirmation page that has my address on individual lines that take up to much screen real-estate that the ‘Consent and Declaration’ is hidden under the ‘Submit’ button. So you end up hitting the Submit button only then to learn that you need to scroll down and click the consent, which opens up in another page.

Also, I use my laptop and phone for much of the day and don’t need reading glasses, but my pharmacy prints the details I need to make the above claim in tiny, hard to read font. This is so unnecessary. It’s already really confusing trying to locate all the information, which is spread out into 3 different sections of the prescription receipt, does it also need to be in microscopic font? This is the only thing I’ve had to put reading glasses on to see in the last few months.

I get tired of user interfaces that are designed for the product and not the user. The insurance company probably doesn’t want to claims to be easy to do, they’d rather you had to go through a more challenging process to make a claim. The pharmacy changed their format so that the prescription receipt gets printed on a small sticker, and I’m sure cost saving was more important to them than providing a readable receipt for their aging customers. And this kind of behaviour may or may not be intentional, but it is ignorant of the end user’s experience. I’ve complained before about inconsistencies in remote controls, apps that want your attention at the cost of your convenience, and how it feels like we are decades behind where we should be when doing things like setting up a new printer. I would say that over 95% of the things I rant about are related to products and services providing crappy user experiences.

How hard would it be to have the customer in mind as a priority, rather than an afterthought?

Foot operated buttons

Crosswalks, elevators, doors, and kiosks are examples of things that we operate with our hands. They are frequently used contact points that can spread coronavirus. We see people using their elbows, car keys, or the bottom of their shirts to shield from directly touching these high use contact points. Soon we will see the level of these contact points lowered so that we can operate them with our feet.

It’s easy to push a door, door latch, or a button with your shoe. It makes sense that we use our covered feet rather than our uncovered hands to do this. I’m not sure if we will see hand-level options removed, or just foot level options added. To accommodate wheelchair use or impaired vision, it would help to have both options.

Also, design of these lower, foot-powered options will require significant durability improvements, people are far more likely to kick a button much harder than they would press one with their finger. And these buttons or push bars will need to be larger than the options for fingers and hands. But I think we will see these options, and automatically opening doors far more frequently in the coming year.

Water fountains are an example where this already started to happen and it makes sense that we will see this trend amplified.

What else will we see being foot operated in the future?