Earlier tonight, I was trying to set up Direct Deposit with my insurance company. I logged into their customer service centre, found the form, and started the process. What I saw there made my eyes bug out of my head. I have much to say, but really, I’ll just let the video speak for itself:
OK, I’ll concede that I let the menu scroll by that fast for shock value, but even if I let it scroll by one item at a time, there must be hundreds of branches to choose from, all of which are sorted by branch number – a number that will only make sense to bank employees, and maybe not even then. How many of you know the branch number of your bank? I thought so.
Here’s how I would design the selector, if given the opportunity:
It would be easier if Blue Cross allowed users to select their bank branch by province. After selecting the province, the secondary menu would change to only reflect branches within that province. Furthermore, the menu would be organized by city, in an easily visible format that would make it easier for the user to quickly select the correct branch.
But nobody asked me, which is painfully obvious.