Usability - Major Web Service Firm

Example of the type or usability feedback we provide:

Sequence

1. Received an email that my credit card failed during a charge attempt.

2. A link brings me to a login page. 

3. Then to a password page.

4. Then to a 2FA page.

5. Then I enter the new card and make it default.

6. Then I continued to get notices of the declined card.

7. I replied that I updated the card.  

8. Then I got an email that said the account was fine and offered to help find another account that might be involved. 

9. I replied to the email not realizing that the From address was a no-reply so I got an email about that.

10. Then I searched the email for how to reply and found a 4 step procedure to initiate a chat:

    1. Please enable pop-ups from your browser settings to allow the chat window to open successfully. (How many clicks would that take?)

    2. Click “Reply” from this case. (I don't see any place to click Reply). 

    3. Select “Chat/ Call ” from the contact method options. (Where is that?)

    4. Click “Submit” and we will assist you straight away. 

11. It turned out that the issue was another account.

Summary

It took 11 steps to give this company my money and the issue is still not resolved.

Recommendations

Make the process easier.

Don't ask for information in a no-reply email. 

Clarify which account is involved in the original email.