Monthly Archives: July 2011

Awesome unsubscribe by Express

After so many examples of poorly designed unsubscribe processes recently, I was especially happy to see how Express handles it. Check it out: Here’s what I love about this UI: It ‘remembered’ my e-mail address. The default is to unsubscribe … Continue reading

Posted in Customer behavior, Feedback, Product design, Usability | Leave a comment

Can anybody hear me?

I tried to get online today and (guess what!) the crazy-making CSR from Clear Wireless had cancelled my internet service. I shouldn’t have been shocked given how badly that call went, but I was because (a) I had requested my … Continue reading

Posted in Company culture, Customer service, Feedback | Leave a comment

CX fail: Worst call center experience ever goes to … Clear Wireless

We’ve all bounced around unnecessarily convoluted call center menus, had our CX issues punted from department to department, and dealt with hopelessly hapless CSRs. It’s so common in the world of “customer service” that I brace myself whenever I have … Continue reading

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Another convoluted unsubscribe process

This is my last week of work,* so I’m unsubscribing from various lists so that whoever is stuck sifting through my redirected e-mails has less to deal with. Here is another unnecessarily convoluted unsubscribe UI: (Ironically, this is a company … Continue reading

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If you need that much text …

You’re doing something wrong. Unsubscribing from a newsletter should be painless and straightforward. If you need as much text as in the example below, your design is confusing. I know – it’s tempting to want to clarify your UI with … Continue reading

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