[Sigia-l] Re: challenging users vs. revealing that content/products are unavailable

[O'Neill, Todd]

Samantha

Been there, done this, but our site is a bit different -- we
authenticate prior to any product information being shown, hence we KNOW
the user's footprint. But that being said...

I'd agree with Ziya. There's no challenge here. It seems like you're
just narrowing down the breadth of information for the customer. 

It's funny that the financial services business, in it's attempt to
shield customers from some of the wackiness imposed by state and Federal
regulators, does back flips to make things "pleasant" for the customer.
Not to say that we shouldn't but couldn't we at the same time let
customers know WHY we ask certain questions? Maybe say something like
"Different states have different rules about the information we provide
our customers. Can you tell us where you live?" -- with maybe a drop
down of states.

An example of a state regulated industry is real estate. Suppose I have
set a task for myself: to find the recent sale prices for homes in my
neighborhood. All the sites I have visited ask for a zip code. I'm not
challenged because that's how I want to look for this information. I
enter it and hit "submit". A message comes back that says that the site
cannot provide that information in my state (Texas.) That's Texas law --
you have to go through a real estate professional to get the info.

No harm, no foul -- except if I get incensed enough about this situation
I will contact my legislator so they can vote on it in two years -- the
next time our Texas legislature meets.

These home sale sites ask for information that is aligned with my
expectation. Not asking for information out of the blue.

Your situation seems very similar. And if the visitor's expectation is
not aligned with your presentation then maybe it should be? But that's a
higher level site wide or communication issue perhaps?

Later!


Todd O'Neill     Web Producer     USAA Customer Experience 
210-913-8312     todd.oneill at usaa.com
These opinions mine not those of USAA.
"The purpose of business is to create and keep a customer." Peter
Drucker