4th
Dear “effiency”-obsessed health insurance monopoly,
Thanks, Matt. That 4th password reset finally worked, although it took several attempts and I experienced errors along the way. (One such screen shot attached.)
Overall, filling out this form was hands-down the single worst technology-assisted process I have ever experienced. That’s a mouthful too, because as a UX professional, I go looking for user experiences at both ends of the quality spectrum. I am not exaggerating when I declare this the worst. It is simply, profoundly abominable.
From the OS and browser constraints, to the authentication issues, to the form design, to the confusion over whether or not clicking next (when there’s a save button right next to it) will erase my data, to the intrusive workflow - I mean, Matt, ALL THE WAY AROUND, THIS THING STINKS.
I can only hope that [insurer] offers CONSIDERABLE discounts to organizations that subject their staff to this misery.
Still, thank you for your help getting in. It’s a mixed thanks, considering what horror awaited me on the other side, but without your help I never would have been able to complete my application.
Sincerely, Geoff
