Part of the Process

The Rosetta Stone, British Museum by Gary Denham I've dealt with work flows that result in communications for many years and one trend that I've noticed over the past 5 or so years is that unlike previous communications channels, wh ich might have remain relatively small and fragmented before they become widespread, there are now various avenues for communication and people will be comf ortable using more than one ; even fr om the same device . For example, I have friends that will use email, F acebook messaging, WhatsApp, Snapchat and SMS (or iMessage) between the same set of people depending on both the context and content of the messages. Some background I was recently at a conference where Patrice About from AirFrance made the point about various customer service aspects for airlines now don't have a single way of achieving that service and passengers expect to use the most convenient method available to them, for...

Recently I have been doing some spring cleaning and unsubscribe from various newsletters that I've collected over the past year. One thing that has struck me is the very different user experiences that you get from such a simple task. So I thought I'd quickly run through the good, the bad and the ugly ... London Gatwick airport's page says a simple "your request has been processed", what does this mean? how are my expectations being managed? (they aren't). Which newsletter was this again? Oops, how do I sign back up I didn't mean to click on that! This page looks particularly lazy, possibly not even a web page with any formatting. What makes this worse is that it is from a third party mail list management service ... it doesn't look like the whole user journey is considered equally. Next up was Sweatshop with the confusing "been taken into account" ... 5 days later I was still receiving emails. That is a minor irritation but it cr...