A Reflection on Product and Interaction Design

Everyday Object:

Peacock, captain’s, insect – these are the many ways chairs have been re-imagined and named throughout history. It can be utilitarian, but the nature of its design is ergonomic and artistic. But my most beloved chair of all time is “The Eames Office Chair“. I’ve been a fan of midcentury modern design but the Eames executive chair is very easy to use, adds character to any room and can withstand the test of time.

1. Chairs as an object visually clues users in for its single-purpose – an object to sit on. Prior knowledge of its affordance helps users know what it’s meant to do, therefore familiarity helps regardless if the design makes it look like a peacock or an insect.
2. In the context of emotional design, the texture of the leather is soft and sturdy with no cushioning at the bottom. The arm rest added as a feature so users trust that they won’t fall off. The legs of the chair is heavy, holding down the structure very well. I’ve never tried leaning back, but it bends at an angle.
3. In terms of usability, I’ve never felt like my back hurts while sitting, and the wheels slides without friction. I also am able to curl up when I’m feeling cozy while at work.

PART 2: Frustrating user experience: Calling about unknown charges on credit card.
Just recently I had to call Amazon for unknown monthly charges that I didn’t notice has been happening for 4 months now. The experience was a nightmare.

Based on my recent experience:

• I’ve had to make 5 calls (4 to Amazon, and 1 to my bank about the possible fraud charge) to determine if the charge was a fraud or if I will get a refund.
• It is not possible to validate charges just by releasing the card number and matching the date of transaction.
• It takes a week because one call wasn’t enough to finish the fraud inquiry/investigation if enough information is not acquired.

Calling for unknown charges on your card is like sitting in an interrogation room, after reporting a missing child. The customer is in a frustrating state prior the call, chances are the experience is not going to be a walk in the park for both parties. The process could be more frictionless with less exchange between reps and customer, and more automated security verification. These types of customer journey can be easily solved with the help of a Bot.

Customer journey of reporting suspected fraud charges over the phone:

• Customer rep verifies email account, name and address.
• If they can’t find the reported card number to any of the possible accounts under your name, they would need to re-add the card number plus expiry date to track the transaction.
• Where Friction Happens
  • when the card information is not available for the customer (out in the public, card not on hand etc, customer would have to call back.
  • reps annotate on the account but will verify with the same security questions instead of escalating case to the next step
  • when customers are not empowered, and reassured due to frustrating callback cycles, it makes the customer even more aggravated, heightening tension and losing trust in the system.

PART 3: Order pizza!

I’ve documented my UX after using the Domino’s Bot to order pizza. I ended up going to the site to buy my pizza because the coupon code option wasn’t available.

In summary, there are options that are important for marketing that could be included there like the availability of coupons in the beginning (value of saving money). But if I was in a rush and a super user/customer of Dominos, and have previous order saved on my account, I would definitely use the dominos app for the quick checkout option and (value of saving time).