For some reason over the last week I have been doing a lot of searching online for stuff that is complicated and needs a lot of info or numbers to add up before they can give me a price, or even a ballpark estimate.
Today it’s a green slip for my motorbike which is due in a month or so. A quick Google search and there are plenty of services out there keen to help me out. Below is what I get on my 3rd attempt with a different insurer with the handy ‘online quoter’, after 20 minutes online filling out all the details of my bike.
Online quotes, yet another failed user experience
How about this? Before you launch a product, just give it a try… just a few times. Pick a few different scenarios and just apply for a green slip yourself. In a half hour you could cover about 10 scenarios with this form as you learned how to navigate it more quickly.
I actually got through all of their steps, no errors or anything. At the end it just decided to be a bit snobby (the end of a long day perhaps) and say, “meh, I can’t be bothered just pick up the phone why don’t you?”
I hate to say it, but this is not online. You can’t provide an online experience and then shaft me by making me pick up the phone and repeat all of these exact details to someone again. Seriously, how long do you think I have to shop around?
Unfortunately, this has a negative impact on the GIO brand for me and I won’t be looking to them for insurance, unless this happens to be the best of the worst.
This post is tagged under: Information Architecture, Usability
Hey Gleddy - if it has been better optimised you might have saved yourself even more time and used the RTAs green slip comparison tool, which will take your details and find the best insurance quotes from a range of providers: http://prices.maa.nsw.gov.au/index.html
Jax,
I just tried that MAA site, and it’s great - it sent me to the GIO site too. But it didn’t send across any of the information I’d already entered on the MAA site. Why not tie them together?
And GIO told me it couldn’t give me an online quote either. Brilliant.
I did note that there’s an option to register a honey extraction machine. I bet THEY get an online quote, unlike us poor motorcyclists.