Tempered Real World UX

May
29
2008

Bell

From a user experience view we are always looking for the real world interaction that we can translate into the virtual world. The procedure that we can mirror with an element of user familiarity to leverage of a person’s previous experience.

However from time to time you run across something in the real world that just needs to be streamlined before it’s moved into the virtual.

I’ll give you an example.

The National Australia Bank (NAB) have an interesting method for quick cheque deposits, this is from the instructions on the deposit envelope.

  1. Remove all paper clips, pins and staples
  2. Complete the NAB deposit slip (you have to get these separately, and they need to be folded to fit in the deposit envelope
  3. Insert the items in the following order
    • Deposit slip
    • Deposit listing (another form)
    • Cheques (facing the same direction as the other forms and in the order listed on the deposit slip)
  4. Complete customer record
  5. Tear off customer record and retail
  6. Place in secure box in bank.

It would be easier to just hand the pile of cheques to a teller.

Now take Bankwest, no printed procedure, but it’s very simple:

  1. Complete customer record, on the front of the envelope
  2. Remove customer record (it’s carbonated)
  3. Insert cheques, no order, no listing required.
  4. Place in secure box in bank

Overall just because the procedure is in place and it’s document practice, doesn’t mean that it’s the best procedure or that it’s giving even a moderately average user experience, at best.

Sure the users aren’t complaining. But that doesn’t mean that they like the procedure. They maybe be as in this case just putting up with it as they have no real choice. Does that mean we should allow these bad practices to continue.

At the end of the day you can’t assume you know what the users are thinking or require without some form of research. Even after you have the research it’s going to be tempered with their views and reflects from what they say and what they really do.

Just think about it next time you’re designing something, is it too complex, can it is simpler. What do people really want and need (yes they are separate things).

Tags: , , , , ,

3 comments

  1. BW lost $50 I deposited in one of their autotellers once. They claimed they never got it. I’ll never use them again.

  2. I wonder if NAB’s system precluded writing on the outside of the envelope – their “secure” cheque dropoff box used to be clear perspex so staff could see when it had cheques in it.

    I think I’d still use their complex drop off system as I’d be willing to bet it’s still faster than waiting in the queue 😉

  3. @ben well the box is still transparent, you don’t put the details on the outside of the envelope, as the customer record is torn off, I suppose that’s why you need the deposit slip. Still it’s a very bank focused system not customer focused at all.

Comments are now closed, move along, nothing to see here.