Like most people my age, I basically use my phone for everything except for literally calling someone. We as a generation are so hardwired to do everything online. We figure why do a process over the phone when we can do it online quicker, better and faster. But what happens when this is not the case? This week I had a real life experience with the fact that the process you are used to isn’t always the best.
I was attempting to book my airline tickets for a summer vacation in Switzerland through the Chase Card Travel Website so I could use my credit card points for the purchase. After going through the processes of finding the best time/airline/price (bad UX for this by the way) which took a good hour, I then began to actually book the tickets.
This involved me selecting the flight, putting in two passenger’s information, selecting my payment, selecting our seats, and the finally making it to the confirmation screen where the website timed out. At first I figured I was just having internet issues and tried again. By the third time of doing this, as if planning for a trip wasn’t stressful enough, I was so over it.
So I then I did something millennials never do – I picked up the phone and called their booking line. Not only was the person on the other end able to let me know that their website was experiencing issues and that it was nothing to do with my computer (which is a process they should have in place to display somewhere on their website when they are having issues) but book our flight seamlessly and in clearly less time than it took me to do it three times online.
I think we often get caught up in the idea that the online process or the process that eliminates the human element (like self-checkout in stores) is often going to be the faster and easier solution. But, I think, like my experience shows, that it isn’t always true.
What about you? Do you often go the process that doesn’t involve people in hopes that it make it an easier experience? If so have you found that to be the case?