{"id":202,"date":"2009-04-27T21:03:19","date_gmt":"2009-04-28T01:03:19","guid":{"rendered":"http:\/\/blog.payne.org\/?p=202"},"modified":"2009-04-27T21:03:19","modified_gmt":"2009-04-28T01:03:19","slug":"poor-design-drives-me-nuts","status":"publish","type":"post","link":"https:\/\/payne.org\/blog\/poor-design-drives-me-nuts\/","title":{"rendered":"Poor Design Drives Me Nuts"},"content":{"rendered":"<p>Driving home today, the <a href=\"http:\/\/www.masspike.com\/travel\/fastlane\/index.html\">FastLane <\/a>toll (<a href=\"http:\/\/www.ezpass.com\/\">E-ZPass<\/a> for the rest of you) flashes &#8220;Call FastLane&#8221;.<\/p>\n<p>So I call and am prompted for entering my account number &#8220;from my statement&#8221;.\u00a0 There&#8217;s no option to bypass, but after three failed attempts, it gets through. \u00a0 Then I&#8217;m put on hold for a while, and then eventually it says &#8220;we&#8217;re closed&#8221;.<\/p>\n<p>Unbelievable.<\/p>\n<p>Truly great designs are hard, but rookie design mistakes are usually easy to avoid.\u00a0 In this case, most FastLane users will learn there&#8217;s an account problem when they get a &#8220;Call Us&#8221; flash at the toll lane.\u00a0 As such, it&#8217;s reasonable to assume that many (if not most) users will be calling from the car, without statements and without account numbers.\u00a0\u00a0 Therefore,\u00a0 an IVR menu that requires an account number is an incredibly poor design.<\/p>\n<p>This stuff drives me nuts.\u00a0 It&#8217;s so avoidable.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Driving home today, the FastLane toll (E-ZPass for the rest of you) flashes &#8220;Call FastLane&#8221;. So I call and am prompted for entering my account number &#8220;from my statement&#8221;.\u00a0 There&#8217;s no option to bypass, but after three failed attempts, it &hellip; <a href=\"https:\/\/payne.org\/blog\/poor-design-drives-me-nuts\/\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-202","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/payne.org\/blog\/wp-json\/wp\/v2\/posts\/202","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/payne.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/payne.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/payne.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/payne.org\/blog\/wp-json\/wp\/v2\/comments?post=202"}],"version-history":[{"count":0,"href":"https:\/\/payne.org\/blog\/wp-json\/wp\/v2\/posts\/202\/revisions"}],"wp:attachment":[{"href":"https:\/\/payne.org\/blog\/wp-json\/wp\/v2\/media?parent=202"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/payne.org\/blog\/wp-json\/wp\/v2\/categories?post=202"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/payne.org\/blog\/wp-json\/wp\/v2\/tags?post=202"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}