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A project to make businesses more aware of their customer experience, and how to fix it. By Mark Hurst. |
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Previous: Flight Tracker dashboard widget | Main | Next: Hard-to-open packaging
February 10, 2006 12:03 AM
Broken: Gas pump instructions
Jessamyn West writes in:
Gas pumps are always a horrible hodge podge of instructions, pictures, ads and ad hoc instructions taped over older instructions.
Recently we've seen pumps that try to ameliorate this by having clear indications of at least where the instructions are. However, having to read a one item list to get pointed to the real instructions which are someplace else is broken.
Pump instructions: Follow Instructions on Screen
Screen instructions: Follow Instructions on Handle
Handle instructions: Follow Instructions on Pump
"Dammit!"
Technically it isn't all that broken. The owner of the gas station is actually quite smart. If you read that line under the screen, he's smarter than you. It's made to redirect people who are used to looking there for instructions. If that line wasn't there, the gas station would be inundaded with helpless customers who don't know what to do because they don't see instructions on the screen.
I've noticed this before, too. The worse part is, I was unable to read the screen because it had been sun-baked and was damaged!
Not overly broken. Still, if as one poster says the owner is smart in that he got you to look on screen, then his designer wasn't very smart: this message could have been much simpler and set in a much larger typeface: PLEASE FOLLOW INSTRUCTIONS ON SCREEN. The header ("Pump Operation") and the overly thick rule are completely superfluous, as is the numeral "1" indicating a list of items, except the list only contains 1 item!
I just nuked some Hot Pockets the other day and noticed the cooking instructions on the microwaveable sleeve. They were something to the effect of:
1. Remove the plastic wrap
2. Place Hot Pocket in microwave
3. Follow cooking instructions on the box
4. Do not re-use microwaveable sleeve
Uh... what? I'm glad I still have the box, because sometimes to save space in my freezer I'll throw away the cardboard containers. Step #3 could easily be replaced with the actual cooking instructions!
My English teachers always said:
"Where there is a "1" there must be a "2". Where's the "2"?
- The Precision Blogger
Speaking of full service... Here in Texas every gas station has the words SELF SERVICE all over it, yet I've never seen a full service here. If there's no full service they just shouldn't say anything; and if there is full service, they should announce it...
Gas pumps may not be broken but they're a mild annoyance. Not two of them seem to be the same. Sometimes you have to flip the cradle holding the nozzle up, sometimes you don't. Sometimes you push a button to select gasoline grade, sometimes you use a different nozzle.
None of it's mind taxing but it does seem a bit silly.
And don't get me started on ATMs. . .
As I'm reading through, I notice that maybe three of the thirteen posters actually read the text closely. Jessamyn said: "having to read a one item list...is broken." A ONE ITEM list. THAT'S what's majorly broken here, with a minor broken tagged on to the fact that it's even there in the first place.
The "1." is superfluous and a waste of space and white paint. But so is the rest of the sentence!! Axe the whole thing. If someone doesn't see the directions painted on, they'll assume they're on the screen.
Broken? Yeah, only mildly, though. I've seen worse.
Yes, I am smart enough to pump gas. However, when it's below zero out, every little thing standing between me and getting my gas pumped is irksome including cokamamie instructions. This could have easily said LOOK AT SCREEN and instead it uses a known structure (list) for non list items, complete with heading, underline, etc. Not very broken, sure, but just an example of the bizarre UI of the gasoline pumping experience.
Let's put it this way: the concept of telling people to look at the screen is ok. The putting of a single instruction in that format is broken.
Maybe there is ANOTHER screen with the instructions. It didn't say which one.
For some fun, type this on both sides of a note:
"Please see other side for instructions."
I once went to Fallon,Nv last year and on the way I stopped by this gas station and pumped gas,
No instructions needed-LOL
When I finished the guy told me pump was not working right and added another $16.00 to my $20.00 pump price. So I did. I was so ticked off I burned rubber out of the station. I forgot to find out the name of the company to complain too.
I was told by freinds it's happened to them to.
The next time you bet I'll complain.
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Previous: Flight Tracker dashboard widget | Main | Next: Hard-to-open packaging
post instructions: read and comprehend english words.
Posted by: gmangw at February 10, 2006 12:14 AM