Part of creating a great experience is anticipating the things people want and need to do. People feel good when things just seem to fall in place. So, why do so many companies not seem to understand it?
I got a new laptop computer for work. Setting it up is way more of a challenge than it needs to be. It is like starting from scratch – I need to install all of the same applications that were on the old one; the ones I need to do my job.
But the biggest frustration is that basic tasks aren’t supported by the computer. How many people today buy a new computer that haven’t had a computer before? And when you buy a new computer, you probably have files you need to move from the old one, right? So, why isn’t that part of the experience when you first boot it up? “Hi, I noticed you are new, do you want to move some files over?” Instead, a person must try to determine how to start – do I burn CDs, try to do a remote desktop session, or something else? But the options aren’t presented. If you can find them they are often difficult or impossible to use.
The last time I purchased a MAC for home, it asked me if I already had a MAC and if I wanted to move files over. I connected the two systems with a network cable and it pretty much did the rest. The process was easy. The system (and the people who made it) anticipated my needs.
Shouldn’t it always be that way?
Have you ever encountered something that went great or one that left you frustrated? Tell me more by leaving a comment.
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