Some Symptoms of Crappy Surveys

A user experience designer was dissatisfied with a survey that United Airlines made him take before giving him in-flight Internet:

Instead of a pricing and log-in page, I get a simple screen that says “Before you access the Internet, please take a few minutes to complete a short survey. Your responses will help us improve United in-flight Wi-Fi.”

There’s no option here to skip the survey. I must fill it out. I watched other passengers encounter this page and it’s there for everyone. I’m guessing it’ll be there for a while, so I’ll get to fill it out on every wi-fi flight I take until they stop the survey.

Of course, they want everyone’s opinion. However, do they want everyone’s opinion multiple times? How does that help them?

Given no choice, I started up the survey. That’s when it got really amusing.

You, dear QA, should keep up with good interface design procedures–or at least refresh your list of quiz best practices–with this list. Because things that annoy users are things that should annoy you. And when you’re annoyed, you can spread the love more effectively than some poor sop at 32,000 feet.

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