Comments on: Holes in the Experience http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/ UIE\'s latest insights on the world of design Fri, 9 Jan 2009 02:42:27 +0000 http://wordpress.org/?v=2.5.1 By: Plugging Holes in the Experience, Sort Of » UIE Brain Sparks http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-144886 Plugging Holes in the Experience, Sort Of » UIE Brain Sparks Sat, 03 Jan 2009 19:19:29 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-144886 [...] in Holes in The Experience, I talked about what happened if you asked UPS about a package that your e-commerce vendor has [...] [...] in Holes in The Experience, I talked about what happened if you asked UPS about a package that your e-commerce vendor has [...]

]]> By: Robert http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-144136 Robert Tue, 21 Oct 2008 22:29:18 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-144136 thanks for this info. Bought a game from gamestop and had this EXACT problem. If you dont mind I quoted you over here: http://forums.xbox.com/AddPost.aspx?PostID=23446556 dont want to get sued or anything lol... thanks for this info.

Bought a game from gamestop and had this EXACT problem.
If you dont mind I quoted you over here:

http://forums.xbox.com/AddPost.aspx?PostID=23446556

dont want to get sued or anything lol…

]]> By: Nathan http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-140925 Nathan Sat, 14 Jun 2008 01:44:32 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-140925 Your opener paragraph was funny, because it was exactly my scenario. The ability to track these numbers was the reason that they have the "legacy mainframe," right? So if it does lag, then it didn't achieve the goal the product was built for. Maybe I'm too black and white, I don't know. But, this differently sucks, this makes those times actually buying the more expense product from brick and motor stores, actually worth it. Your opener paragraph was funny, because it was exactly my scenario. The ability to track these numbers was the reason that they have the “legacy mainframe,” right? So if it does lag, then it didn’t achieve the goal the product was built for. Maybe I’m too black and white, I don’t know. But, this differently sucks, this makes those times actually buying the more expense product from brick and motor stores, actually worth it.

]]> By: Sean http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-97489 Sean Tue, 04 Dec 2007 11:01:29 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-97489 I've never had that happen before but I had that happen to me tonight. I'm hoping it's a lag in the system and that I haven't been ripped off. I’ve never had that happen before but I had that happen to me tonight. I’m hoping it’s a lag in the system and that I haven’t been ripped off.

]]> By: Jared Spool http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-89322 Jared Spool Tue, 25 Sep 2007 21:35:07 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-89322 Kelley, That could be true. However, the tracking number is definitely a UPS number. The messaging could still say something like, <em>"We haven't found this package in our system yet, probably because the shipper has only just put the label on the package. Within the next 24 hours, we'll hear about it and can tell you when you'll receive it. Would you like us to email you when our system hears about it?"</em> I'm betting there's 100 ways UPS could make this work better. The other option would be for the sender to delay sending the tracking number until they're sure UPS has it in their system, since human nature would be to check the progress as soon as the email arrives. Kelley,

That could be true. However, the tracking number is definitely a UPS number. The messaging could still say something like, “We haven’t found this package in our system yet, probably because the shipper has only just put the label on the package. Within the next 24 hours, we’ll hear about it and can tell you when you’ll receive it. Would you like us to email you when our system hears about it?”

I’m betting there’s 100 ways UPS could make this work better.

The other option would be for the sender to delay sending the tracking number until they’re sure UPS has it in their system, since human nature would be to check the progress as soon as the email arrives.

]]> By: Kelley Mitchell http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-89317 Kelley Mitchell Tue, 25 Sep 2007 21:02:09 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-89317 Actually, UPS *does* have that message, and it's displayed when UPS has knowledge of a package but doesn't physically have it yet. The disconnect referenced here actually happens on the side of the shipper - the shipper uses an offline system to generate labels and tracking numbers. UPS doesn't actually know about these tracking numbers until the shipper uploads the data. When the shipper uploads is up to him or her, but is usually at close-of-business. So THAT'S the source of the disconnect - the time lag between when the shipper generates the tracking number and when s/he lets UPS know. Actually, UPS *does* have that message, and it’s displayed when UPS has knowledge of a package but doesn’t physically have it yet.

The disconnect referenced here actually happens on the side of the shipper - the shipper uses an offline system to generate labels and tracking numbers. UPS doesn’t actually know about these tracking numbers until the shipper uploads the data. When the shipper uploads is up to him or her, but is usually at close-of-business. So THAT’S the source of the disconnect - the time lag between when the shipper generates the tracking number and when s/he lets UPS know.

]]> By: Zephyr http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-87140 Zephyr Thu, 06 Sep 2007 15:14:38 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-87140 British Airways recently misplaced my bag on both the outbound and return trip -- a new low in a field where expectations are already not that high. The online tracking pages for lost baggage happily stated a "delivery date", though I clearly hadn't received my bags. The BA agent also couldn't tell where it was... apparently the last step, where the courier picks it up from the airport is not recorded, so it's unclear if the bag is currently in possession of the airport or the courier. British Airways recently misplaced my bag on both the outbound and return trip — a new low in a field where expectations are already not that high. The online tracking pages for lost baggage happily stated a “delivery date”, though I clearly hadn’t received my bags. The BA agent also couldn’t tell where it was… apparently the last step, where the courier picks it up from the airport is not recorded, so it’s unclear if the bag is currently in possession of the airport or the courier.

]]> By: blog.dsetia.com» Blog Archive » Holes in the Experience http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-86140 blog.dsetia.com» Blog Archive » Holes in the Experience Tue, 28 Aug 2007 07:54:21 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-86140 [...] What could UPS do? Well, they could change the message to be more honest. They could say, for example, “You’ve tracked a valid package number, but our systems are slow and we haven’t moved the information we gave your vendor to give you into the computer that lets us tell you where it is. Sucks, doesn’t it?” Source: [Link] [...] [...] What could UPS do? Well, they could change the message to be more honest. They could say, for example, “You’ve tracked a valid package number, but our systems are slow and we haven’t moved the information we gave your vendor to give you into the computer that lets us tell you where it is. Sucks, doesn’t it?” Source: [Link] [...]

]]> By: Martina http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-86061 Martina Sun, 26 Aug 2007 19:45:25 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-86061 p.s. I just got this lovely message from Marks & Spencer (run on Amazon technology) "You can track your delivery using this number 1234567890. (Please note your tracking information may not be showing yet as it is still being processed through our carrier's systems)". Not resolved the tracking company's issue, but at least they manage expectations. p.s. I just got this lovely message from Marks & Spencer (run on Amazon technology)

“You can track your delivery using this number 1234567890. (Please note your tracking information may not be showing yet as it is still being processed through our carrier’s systems)”.

Not resolved the tracking company’s issue, but at least they manage expectations.

]]> By: Benjamin Ho http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85786 Benjamin Ho Thu, 23 Aug 2007 19:52:23 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85786 To make up for this hole, the vendor has to step-up to tell the customer that the number may not be tracked immediately upon purchase. In all e-commerce sites, it's like that. Shipping info is usually available in end-of-day or early evening. For next day service, sometimes it doesn't even show up until it's delivered. At this day and age, you'd think "real-time" is applied to every application like this. Not so. To make up for this hole, the vendor has to step-up to tell the customer that the number may not be tracked immediately upon purchase. In all e-commerce sites, it’s like that. Shipping info is usually available in end-of-day or early evening. For next day service, sometimes it doesn’t even show up until it’s delivered.
At this day and age, you’d think “real-time” is applied to every application like this. Not so.

]]> By: Prashant Poladia http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85744 Prashant Poladia Thu, 23 Aug 2007 05:55:09 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85744 Completely agree with you. I feel, application should be design in such a way that it should 1st tell users that normally it will take # hours to update the information on site... or please track your product after # hours of order. Completely agree with you. I feel, application should be design in such a way that it should 1st tell users that normally it will take # hours to update the information on site… or please track your product after # hours of order.

]]> By: Eric http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85713 Eric Wed, 22 Aug 2007 22:41:37 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85713 Don't know the details, but another consideration: Are UPS and FedEx essentially disavowing responsibility for a package that has not yet actually been delivered to them? Th shipper may have a number and a label, but that doesn't mean it's been scanned into the driver's device yet. I've always kind of blamed the shipper for providing me a number immediately even though it seems unlikely that the package is on a UPS or FedEx truck yet. The shippers need to examine their language the same as UPS and FedEx do. Something like, "this will be your number once we actually get your book to our shipping agency." Don’t know the details, but another consideration: Are UPS and FedEx essentially disavowing responsibility for a package that has not yet actually been delivered to them? Th shipper may have a number and a label, but that doesn’t mean it’s been scanned into the driver’s device yet.

I’ve always kind of blamed the shipper for providing me a number immediately even though it seems unlikely that the package is on a UPS or FedEx truck yet. The shippers need to examine their language the same as UPS and FedEx do. Something like, “this will be your number once we actually get your book to our shipping agency.”

]]> By: Elaine http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85706 Elaine Wed, 22 Aug 2007 21:02:21 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85706 IIRC, the United States Postal Service goes for the honest message. Something to the effect of "if your package was sent recently it may not be in our system yet." Which is annoying, but less disconcerting than the UPS error message! IIRC, the United States Postal Service goes for the honest message. Something to the effect of “if your package was sent recently it may not be in our system yet.” Which is annoying, but less disconcerting than the UPS error message!

]]> By: Jay Small http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85697 Jay Small Wed, 22 Aug 2007 19:16:01 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85697 It reminds me of how annoyed I get when my order is taking way too long at a restaurant, and the waiter or waitress is way too eager to blame the kitchen. Except this is worse because its effect is to blame the user, presuming the entered tracking number is wrong. That would be like the waiter telling me it's my fault because I ordered something that was hard to cook! It reminds me of how annoyed I get when my order is taking way too long at a restaurant, and the waiter or waitress is way too eager to blame the kitchen. Except this is worse because its effect is to blame the user, presuming the entered tracking number is wrong. That would be like the waiter telling me it’s my fault because I ordered something that was hard to cook!

]]> By: Robi http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85692 Robi Wed, 22 Aug 2007 17:58:08 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85692 Why not sending the mail a little later, when the server has been updated with the information ? Why not sending the mail a little later, when the server has been updated with the information ?

]]> By: Holes in the User’s Experience : AdamSchwabe.com http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85690 Holes in the User’s Experience : AdamSchwabe.com Wed, 22 Aug 2007 17:42:30 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85690 [...] hole in the user’s experience. August 22, 2007 | Filed Under Web, Usability, User [...] [...] hole in the user’s experience. August 22, 2007 | Filed Under Web, Usability, User [...]

]]> By: Steve Fisher http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85688 Steve Fisher Wed, 22 Aug 2007 16:17:54 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85688 Yes, this problem definitely bugs me. I am one of the patient users that will just check back later, but it does frighten me a little bit to think that there is that much of a disconnect between their servers. I'd hate to see what happens if one of them goes down. Yes, this problem definitely bugs me. I am one of the patient users that will just check back later, but it does frighten me a little bit to think that there is that much of a disconnect between their servers. I’d hate to see what happens if one of them goes down.

]]> By: Martina http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85686 Martina Wed, 22 Aug 2007 15:46:01 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85686 Same problem in the UK: and utterly frustrating. Same problem in the UK: and utterly frustrating.

]]> By: Stefan http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85682 Stefan Wed, 22 Aug 2007 14:17:10 +0000 http://www.uie.com/brainsparks/2007/08/22/holes-in-the-experience/#comment-85682 Same problem in Germany: Seems like we live on the same planet.. Same problem in Germany: Seems like we live on the same planet..

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