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Stupid Usability #78

Appointment Reminders Gone Wrong

Written By: High Monkey
Posted: 11/17/2014

From the mind of Terri Ebert, Graphic Designer at High Monkey:

A year ago this month I visited the eye doctor at a Target Clinic. Before I left my appointment, I must have scheduled another appointment for this year, something I completely forgot about. A nifty thing that Target does is send out reminder emails for your appointments. They do this in place of the annoying automated calls that other clinics do. The problem? They don’t allow you to reply to the email and cancel. You can confirm the appointment, but nowhere on the email is it obvious for how to cancel.

I didn’t feel the need to see the eye doctor this month, so I just ignored the emails. When I did that, the reminders just kept coming. I just figured since they didn’t give me an option to cancel I just wouldn’t confirm the appointment.

But, here’s the thing, Target. If you would have just included another button on your email, this confusion could’ve been solved. I wouldn’t have gotten so many emails that I just ignored and your computer system could’ve prompted my reasons for cancelling my appointment.

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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: 11/17/2014 12:00:00 AM by | with 0 comments