Last year I reported on the inefficient design of a teleconference system, as far as respect for the user’s time is concerned.
Today I sat through a really lovely case of this design issue. This system, speaking with a booming, ebullient voice, took me through the following:
System: Welcome to the conference center!
System: Please enter your passcode followed by the pound sign!
System: Please hold while your passcode is being verified!
System (1 second later): Your passcode has been accepted!
System: You can press Star-Zero At any time during the conference to receive additional assistance!
System: At the tone please say your name then press the pound key!
System: At the tone, you will be placed into the conference as the third participant!
Obviously, it would’ve been enough if after the second line – once I input the correct passcode – the system had connected me. All the rest of this monologue is useless (OK, in some situations, asking me to say my name may be useful too; but none of the rest).
And in fact, when I was placed into the conference, another participant who had just run this gauntlet of useless chatter said “I wanted to yell at the system “Just SHUT UP!”“
Not that the system would have listened… 🙁