Heathrow Terminal 5 – Another rant about respecting conventions

This seems to be my theme at the moment. Respect conventions.

Respecting conventions doesn’t mean that you have to slavishly follow them, that would be boring and unnecessary, BUT if you *are* going to break with convention then make sure it is very well sign posted, otherwise people will make mistakes.

I give you terminal 5 at Heathrow.

Firstly a quick question – how long before an international flight do you need to get to the airport?

The vast majority of people would say that the conservative answer is 2 hours but they don’t usually give it quite that long.

Another quick question – how long before a flight to a European destination do you need to get to Heathrow?

Again, most people will give you an answer around the 1 hour mark.

Now… you may already know this, but if you want to fly from London Heathrow Terminal 5 to Istanbul in Turkey (as I did the other day – yes the weather is beautiful, thank you!) they want you to get there not one, not two, but THREE hours before your flight.

We arrived an hour before our flight the other day and were severely reprimanded and had to be given ‘permission’ to proceed from the check in desk to try to get our flight. Fortunately (for us) the entire security software system crashed and massive queues meant that most flights (including ours) were delayed and we made our flight with plenty of time to spare.

So, given that getting to the airport 3 hours before the flight is apparently a big deal for BA, and given that T5 is relatively new, and given that in all my years of international flights, I’ve never been expected to be anywhere any earlier than 2 hours before the flight, you might expect that BA would make a big song and dance about this 3 hour requirement.

You’d be wrong.

They *do* make a big song and dance about the fact that we were leaving from T5 and that T5 is a new terminal. I definitely knew that because they advised me at almost every interaction I had with them regarding this flight (and these days there are quite a few touchpoints between purchasing the ticket and boarding the flight). But what did they tell me about time?

This is an excerpt from the email they sent me one week before the flight, specifically to help me to prepare for my upcoming flight:

IMPORTANT: For flights departing from Terminal 5, you must pass through ticket presentation and security at least 35 minutes before the flight departs. For other important information about passport, visa and UK domestic flight security checks, please visit ba.com/t5information.

So, honestly. Do they *really* expect me to turn up 3 hours early when this is the information they give me.

Perhaps they do, but I can tell you that a good portion of the passengers for the Istanbul flight were stuck in the security queue with us, having arrived much later than 3 hours before. And I doubt that it was because they were being naughty travelers, or that they liked the adrenaline rush of almost missing a flight. They just assumed, as we did, that turning up an hour before a flight from London to somewhere in Europe was the right thing to do, because that’s what we’ve done many times before.

This is what we do as humans. We make assumptions based on past experience and if we think we *know* how something works we don’t bother investigating it in detail, because we could spend our time and energy investigating things we think are new and interesting.

If people are making assumptions about your product, service or interface design and you’re *not* following the conventional approach, make sure whatever you’re doing differently is very clearly signposted. And then signposted again. Otherwise mistakes will happen.

And a customer who is making a mistake is very rarely a happy customer.

(disclaimer – yes, yes. I know that technical Istanbul is both European and Asian, doesn’t really make a difference to the discussion tho’)

Thoughtless design is going to cost me money… (or, why you shouldn’t ignore conventions)

BT Aqua Phone

Here is a new phone we got the other day. It’s our landline phone. Pretty cute huh? It’s called the Aqua by BT. Don’t buy it. I paid about £100 for a set of these phones. They are going to cost me a lot more than that in no time.

Here’s the thing. How do you end a call on a slide phone (which is what these are)? Simple – you close the slide, right? Well – yes, on every other slide phone that I’ve ever encountered, but not on this phone. Closing the slide does nothing… except closing the slide. So, when I went to make a call last night I discovered that, in fact, a call was still in progress. A call to a mobile phone, that had been connected for 8 hours. Ouch. I am *dreading* seeing this months phone bill because this isn’t the first time we’ve made this mistake. Although, this is probably the worst example.

We keep making this mistake because the slide-to-end-call convention is such a strong part of our model of how a slide phone works. We will keep making this mistake – despite the fact that we will be punished, seriously, by our telco.

As cute as these phones are, they’re going to be returned very soon because the experience of using them is so broken.

Moral to the story – if you’re designing something that has existing conventions associated with it – ignore them at your peril. Otherwise you’ll end up designing something that sucks as badly as this phone. And we don’t want that, do we.

End of rant.

Tone of voice matters (show some respect)

I had to share with you this particularly appalling piece of email marketing that hit my inbox the other day. The back story is that somehow I had come across a £25 voucher to use at VirginWines – I went and had a look at the site to see if it was something I was interested in – after all, £25 worth of wine for free is usually something I was interested in. Before I realised that I would have to spend well in excess of my £25 voucher to be able to buy any wine on this site, I registered to ‘redeem my voucher’ and gave them my email address.

Several weeks later, this arrives:

Dear Leisa

I am not a sensitive person by nature, but I have to say that I am feeling a little hurt. We’ve invited you into our Club, but you’ve clearly decided not to.

So, as a one-off attempt at sheer bribery, I‘m offering you your first, trial Club case HALF PRICE at just £47.88 (that‘s a ridiculously low £3.99 a bottle!). Plus, two FREE gifts, worth £30. That‘s an overall saving of nearly £80.

Sound good? Then click here to claim your HALF PRICE case and FREE GIFTS.

But you‘re probably not ready to join yet. You‘re probably thinking…

I can buy the wines anywhere.

Well you can‘t actually. The boutique wines we reserve for our Club Members never appear in the supermarket. And they are always offered to members at a lower price than non-members get them for.

It‘s just like one of those ghastly book clubs.

Er…sorry, not correct on this one either. Quite simply, you have no obligation to take any wine you don‘t want. You don‘t even have to pay us for any wines that don‘t blow your socks right off.

I‘m not the joining type.

If we explained that the reason we have a Club in the first place is because 40,000 people can buy better than 1, perhaps you‘d change your mind? If you join us, 40,001 people will buy better than 40,000.

Or maybe you‘ve just not got around to it. Which is fine. People who buy wine by the case tend to be busy.

So what would be a good reason?

Here‘s one good reason to test us out right now. We‘re keen to recruit new Members. So, for one last time I‘m offering you your first, trial Club case HALF PRICE at just £47.88

Take our HALF PRICE case NOW, and you‘ll receive a complimentary pair of beautiful Dartington Wine Glasses, completely FREE. Plus, a FREE professional lever corkscrew, worth £20.

Still not sure?

What is the worst thing that can happen? If you don‘t like the wines, I promise to refund you instantly, without any fuss whatsoever. If you agree that these wines are a big step better than you can get in the supermarket, you can look forward to a lifetime of feeling superior to non-members.

So why don‘t you join us now and find out what it‘s all about for yourself? Not next week, but right now.

Cheers

Rowan Gormley
Founder, Virgin Wines
www.virginwines.com/reasons3

0870 050 0305

The insight that the tone taken in this email gives me to this brand is profound, and frankly, I don’t want anything to do with a company who has this kind of attitude in their customer communications.

We’ve spoken before about positive ways to handle ‘abandonment’ – well, here is the flipside, a combination of guilt-tripping (‘I am not a sensitive person by nature, but I have to say that I am feeling a little hurt. We’ve invited you into our Club, but you’ve clearly decided not to’), cynicism (‘So, as a one-off attempt at sheer bribery…’) and smart talk (‘Er…sorry, not correct on this one either…’). Yes, consumers today are media literate and this level of ‘openness’ could potentially work well, but be nice about it. I’m supposed to enjoy buying wine, with this email VirginWine have put me right off my drink!

Take care with your tone – and of course, this applies to any kind of copy that you’re writing. And know that only *very* few brands can be anything but nice to their customer.

It’s not easy being an edge-case

An important part of doing good design work is to decide what exactly it is you are designing and who exactly you are designing for – after all, you can’t be all things to all people. A side-effect of this good practice is the creation of edge-cases – people who might want to use your design, but who have requirements that you have not particularly designed for. Ideally you want to make it *possible* for these people to achieve their goals, but it is not the focus of your design work. As such, it may be a little trickier for them than it is for your defined target audience(s).

Interestingly, I’ve found that by moving countries but not changing my email address I’ve become an edge-case for some applications and websites that I used to use quite frequently and that you probably use now too.

iTunes, for example, wants me to use the UK iTunes store now rather than the Australian store. This is fair enough and, I’m sure, is all to do with licensing. Thing is, they also want me to register with the UK store, but when I go to register, they pick up the email address I’m using and tell me that my email address has already been registered. There doesn’t seem to be any way that I can update my profile to ‘move’ myself from Australia to the UK – the only option that iTunes gives me is to use the Australian iTunes store… which sounds well and good except I can’t use my UK credit card at the Australian store, and I’ve ditched all my Australian cards. The end result is that, unless I want to give iTunes a different email address and register with the UK store using that address, I can’t buy tunes from Apple. Annoying.

Similarly, PayPal deals very inelegantly with members who move countries. Again, there is not way that you can update your profile from one country to another. Rather, you have to close your old account and open a new one. You can’t transfer funds from the old account the new account either – you have to withdraw the funds, in my case to an Australian bank account (which, you guessed it, I’ve already closed).

So, what’s the point? Am I going to moan and complain because iTunes and PayPal have either not thought or not cared to create a better experience for people who move countries and don’t change their email address? Well, no. I’m sure that the number of people who are in my situation is relatively small, and as such, the effort required to improve the experience is better spent looking after the majority of their target audience.

This is one of the first times, though, that I’ve found myself as an ‘edge-case’ for two services that I would happily choose to use on a regular basis, and it is a rather unsettling experience. At this point, my desire to use their services is not outweighed by the effort required to make this possible. I’m having to find other places and ways to spend my money and, although I theoretically understand why they’re treating me so badly, the poor experience has removed any warm fuzzy feelings I had for either service.

What’s the moral to the story? I think, perhaps, that it’s not to try to eliminate edge-cases – all you achieve by doing that is to give everyone a very mediocre experience. Perhaps, though, be aware of instances where people who were previously smack in the middle of your target audience become edge-cases and try to make their edge-case experience not utterly impossible. Recognise that there are two types of edge-case audiences – edge-cases who don’t really care, and edge-cases who are quite fond of you but have just gotten into a tricky situation. Perhaps spend just a little more time looking after the latter. They’ll thank you for it.