![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
counter-intuitive website navigation
Saturday, August 2nd, 2014 11:13 amEven big companies like American Express can have lousy website navigation.
I have one of their pre-paid Bluebird cards. When I last logged into their website looking for monthly statements, I didn't find them. There was only a list of recent transactions.
Today I got an email that my monthly statement was available. The email says that the statement can be found under "Transaction History", but there is no such link on the website. So I finally clicked the provided link in the email. And what do you know, there *is* a Statements page!
It turns out that the link to the Statements page is on the Settings page. Who would expect that? Especially when the Statements link on the Settings page is described as "Manage and edit transaction categories". Viewing statements is not the same as managing and editing categories.
Then I wanted to leave Bluebird some feedback on their website navigation, and the fact that their emails mention a Transaction History section that can't be found on their website. But their website doesn't have a link for leaving feedback. The "Contact Us" link only provides a phone number for contacting Customer Support.
I don't need support. I don't need someone to placate me. I simply wanted to give them some helpful advice. But I suppose they don't really want to hear people's feedback / opinions. I can understand that - it would cost them extra money to employ someone to read and respond to that kind of stuff, and most of it wouldn't be useful to them.
So I simmered for a minute, thinking that I should just let it drop and get on with my morning. But no, I couldn't let it drop. I had to write it down somewhere before getting on with my life.
I have one of their pre-paid Bluebird cards. When I last logged into their website looking for monthly statements, I didn't find them. There was only a list of recent transactions.
Today I got an email that my monthly statement was available. The email says that the statement can be found under "Transaction History", but there is no such link on the website. So I finally clicked the provided link in the email. And what do you know, there *is* a Statements page!
It turns out that the link to the Statements page is on the Settings page. Who would expect that? Especially when the Statements link on the Settings page is described as "Manage and edit transaction categories". Viewing statements is not the same as managing and editing categories.
Then I wanted to leave Bluebird some feedback on their website navigation, and the fact that their emails mention a Transaction History section that can't be found on their website. But their website doesn't have a link for leaving feedback. The "Contact Us" link only provides a phone number for contacting Customer Support.
I don't need support. I don't need someone to placate me. I simply wanted to give them some helpful advice. But I suppose they don't really want to hear people's feedback / opinions. I can understand that - it would cost them extra money to employ someone to read and respond to that kind of stuff, and most of it wouldn't be useful to them.
So I simmered for a minute, thinking that I should just let it drop and get on with my morning. But no, I couldn't let it drop. I had to write it down somewhere before getting on with my life.