When Bad User Experience is Embarrassing
Where would you enter the restroom?
I admit it … I’m a user experience geek. And at times, I can drive my wife nuts.
On a recent shopping mall outing, my wife and I paid a visit to an upscale department store, just to use the facilities (of course). While waiting for my wife, I observed a major user experience flaw. What made it so amazing is the this upscale retailer prides itself on its presentation. As men and women entered the restroom lounge area, over 70% of them appeared confused as to the location of “their” restroom. Several men were seen entering the women’s restroom in error. Not to be outdone, women were seen stepping into maintenance closets and service areas. Yet there were signs marking each restroom by gender. So why the confusion? Hadn’t the retailer done enough?
Not quite.
You see, the restroom entrances were staggered, with the mens in front, with a shorter dividing wall, and the womens in back with a longer wall, so the entrance and signage would be visible. What the retailer didn’t factor in was whether the entrance was in front or in back of the dividing wall. Therefore, unless you’ve visited these restrooms before, there actually is a learning curve.
Now relate this to any websites you own, maintain or create. Do you have improper signage that is preventing site visitors from performing desired tasks?
By the way, the solution to the restroom issue? A right-pointing arrow to the left of each sign would likely do the trick. And provide little reason for me to stop and watch the show in the future (and hold up my wife).
