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Stupid Usability #4

Sallie Mae I Understand

Written By: High Monkey
Posted: 11/18/2013

From the mind of Chad Heinle, Senior Consultant at High Monkey:

I regularly go to the Sallie Mae website to take care of all my great student loans I still have. As you can see by the screenshot below, there are many options on the page including a global navigation and the ability to login to my account.

Once I login to my account, I am usually going to immediately make a payment on my loans. Once I click on the Pay navigation item you see in the screenshot below.

 So what is the problem from this which makes it Stupid Usability? Well as you can see from the screenshot, once you select a navigation such as ‘PAY’ you are started through a wizard screen to fill in your payment information, preview your payment and complete it. The problem is once you reach this screen there is NO way to go back to any other part of the website. The navigation disappears and besides completing the payment process, your only other option is to logout. So if I (or anyone else) ever accidently clicks on the Pay screen, or goes to it and decides I need others things on the site, I need to logout and log back in to get back to the main site navigation.

Where having a focused process (the wizard) can be good to keep users focused on a task, removing all other site navigation opportunities causes users to have limited options. Putting the navigation on this screen, or at least some limited abilities would help a lot.

Chad's Bio Coming Soon!

More About Virgil

Virgil Carroll is the owner and president of High Monkey – based in Minneapolis Minnesota. Virgil also wears the multiple ‘hats’ of Principle Human Solutions Architect and SharePoint Architect.

Virgil is one of those rare individuals who can dive deep into technical topics while speaking clearly to the business owners of a project and never forgetting that the end user experience has the highest priority. He calls it using both sides of his brain. Virgil is passionate about leveraging technologies ‘out of the box’ as much as possible with a focus on the strategic use of content to create websites that deliver the right content to the right audience on the right device at the right time. Virgil brings high energy, an ironic wit, and a sense of grounded perspective whenever he speaks to an audience. Virgil regularly speaks at conferences and user groups throughout the United States and occasionally in Europe.

Posted: 11/18/2013 12:00:00 AM by | with 0 comments