Martin Belam, ‘Why I have (some) sympathy with the people behind the Olympic ticketing website’
Martin Belam reflects on the disaster area that the Olympic booking system has become, after spending many hours fruitlessly attempting to buy tickets through their convoluted, multi-step system:
> “I wonder the extent to which they tested the actual user experience of sitting in front of it for twenty or more minutes, only to have no tickets at the end. The user experience is not your beautiful design, or carefully thought through deliverables. There is a case to be made that you’d have a better user experience if the page just said “Sorry, we can’t process that request at the moment” any time the queue was over ten minutes, rather than putting you into a queue where fulfilment is unlikely.”
Which neatly ties into yesterday’s post about conceiving interfaces as sets of jobs. The user experience is the whole story not just the individual screens.