Software Frustration IS Business Frustration
If folks are frustrated by the software they use to interact with a business, they end up frustrated with the business itself.
Disney World spends a lot of time and attention trying make the 90 minute wait in line to get on an attraction are as enjoyable as possible. They temper the potential of growing frustration by ensuring you’re constantly moving forward and making progress, displaying entertainment along the way and providing creature comforts like shade and air conditioning. It’s one (of the many, many) reasons that most people don’t end up hating Disney World and return many times.
For many, the software that’s used to interact with a business is the only experience they have with that business at all.
How often do folks visit a branch of a bank to talk with a teller? Or call in on the phone? Rarely, and only if necessary.
Compare that to how often they use the website or mobile app? Monthly? Weekly?
Software is the bank. If the software is frustrating…. the bank is frustrating. There isn’t a distinction.
To make matters more challenging, going from 😄 → 😡 can be pretty quick when it comes to software issues. Users expect software to be available 24/7 and to work seamlessly 100% of the time.
(Most) humans have compassion and understanding for other humans. “That poor waitress, she looks so busy - it’s ok that it’s taking a little bit to get our check.” Software doesn’t get that same latitude (even though humans build it).
Even in the unyielding arena as software, positive experiences can offset or outweigh negative ones. But I don’t find they get equal weight. The ratio for the amount and consistency of pleasing experiences needed to offset frustrated experiences is high.
Frustrating software experiences can turn into frustration with the entire business, and that’s difficult to undo.
This... This is why I choose to bank with BofA over Citizens. I worked at citizens and BofA 10 to 13 years ago, and Citizens' level of tech still hasn't caught up to what BofA had 5 years before that....i have an auto loan with Citizens and I'd rather pull my own teeth with rusty pliers than log into their online banking and pay my bill...