Comments on: Dear Marriott, Snail Mail is Not the Internet http://humanfactorsblog.org/2008/10/12/dear-marriott-snail-mail-is-not-the-internet/ Not blaming the user since 2007! Tue, 24 Jan 2012 03:01:16 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Isabelle http://humanfactorsblog.org/2008/10/12/dear-marriott-snail-mail-is-not-the-internet/comment-page-1/#comment-364 Isabelle Tue, 14 Oct 2008 19:33:37 +0000 http://humanfactorsblog.org/?p=414#comment-364 In working with the multitude of departments and people that put these things together, I have found that not one person is in charge. In addition they usually do not actually test the product on "outside" users to see if it works, preferring to do internal UATS. On the occasion that they do solicit outside feedback, if the user has any trouble understanding the directions, it is always a result of the users incapacities and not the developers/designers. In working with the multitude of departments and people that put these things together, I have found that not one person is in charge. In addition they usually do not actually test the product on “outside” users to see if it works, preferring to do internal UATS.

On the occasion that they do solicit outside feedback, if the user has any trouble understanding the directions, it is always a result of the users incapacities and not the developers/designers.

]]> By: Anne http://humanfactorsblog.org/2008/10/12/dear-marriott-snail-mail-is-not-the-internet/comment-page-1/#comment-362 Anne Mon, 13 Oct 2008 14:23:54 +0000 http://humanfactorsblog.org/?p=414#comment-362 Good point! I often think of using human factors for "evil." Just as you can make things easier by understanding the human, you can purposefully make them more difficult. I know some programmers do this by including features they are forced to have (but don't want the user touching) in an "advanced" tab. We know people are adverse to clicking the "advanced" button in general, so it's a good place to bury things. Perhaps Marriott marketing wants their survey responses slanted in terms of getting a higher number of responses from those who provided an email address. Or perhaps they just weren't thinking. :-) Good point! I often think of using human factors for “evil.” Just as you can make things easier by understanding the human, you can purposefully make them more difficult.

I know some programmers do this by including features they are forced to have (but don’t want the user touching) in an “advanced” tab. We know people are adverse to clicking the “advanced” button in general, so it’s a good place to bury things.

Perhaps Marriott marketing wants their survey responses slanted in terms of getting a higher number of responses from those who provided an email address. Or perhaps they just weren’t thinking. :-)

]]> By: Richard Pak http://humanfactorsblog.org/2008/10/12/dear-marriott-snail-mail-is-not-the-internet/comment-page-1/#comment-361 Richard Pak Mon, 13 Oct 2008 12:54:28 +0000 http://humanfactorsblog.org/?p=414#comment-361 That’s great. Maybe they didn’t want your feedback :) This kind of problem could be solved with shorter links as you suggest or <a href="http://en.wikipedia.org/wiki/QR_Code" rel="nofollow">QR codes</a> like they have in Japan. That’s great. Maybe they didn’t want your feedback :)

This kind of problem could be solved with shorter links as you suggest or QR codes like they have in Japan.

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