As a frequent flyer on American new zealand north island adventure tours Airlines, I often have five or six itineraries booked at a time. Unfortunately, the poor design of the American Airlines website includes the risk that I might cancel the wrong itinerary and flight. The Lean principle of mistake proofing would go a long way and I m sure a simple bit of programming could easily alleviate this risk.
To cancel a held itinerary, I would have to click a very small Cancel link next to the correct date (the fifth one down). The pictured links are about the size they really are on screen. They are pretty small links without a lot of separation.
It says the selected reservation but it doesn t display WHICH one the user selected. Exactly which itinerary am I about to cancel? It s a leap of faith that I had clicked in the correct spot on the previous new zealand north island adventure tours screen.
new zealand north island adventure tours I can only imagine how many times a day a customer mistakenly cancels the wrong flight. This can cause problems down the line if the the customer doesn t realize it right away. Even if the customer does notice it, it would lead to a panicked phone call to the airline, tying up their time and resources. Some customers might get screwed out of non-refundable tickets, I d imagine.
About LeanBlog.org: Mark Graban is a consultant , author , and speaker in the lean healthcare methodology. Mark is author of the Shingo Award-winning book Lean Hospitals and the newly-released book Healthcare Kaizen . He is also the Chief Improvement Officer for the technology startup KaiNexus .
Seriously, yes, I sometimes encounter similar instances like this or in the same vein when ordering goods or services online and when I m expressing my frustration verbally, usually a family member in the room is saying something to the tune of, You just have to be careful. Makes me wonder what kind of customer feedback or trials, if any, were done prior to release of the format.
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