Patterns for complaints

29 Apr 2008 - 3:14am
6 years ago
3 replies
415 reads
Erik Bazuin
2008

Hey all,

What do the Interaction Designers here think is the best way for making a complaint through the internet.
Im working on a complaint system. People need to specify there complaint (Location / Complaint base on..) I was thinking of filtering it down with dropdown lists, but im not quite sure this is the right thing to do .

What do you all think??

Greetings erik
Erik Bazuin http://www.b2interactive.nl

Telefoonnummer:

GSM: 0634491059

Email: erik_bazuin at hotmail.com, erikbazuin at Live.nl, 0749687 at student.hro.nl, erik at d-motivatie.nl
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Comments

29 Apr 2008 - 2:34pm
Chauncey Wilson
2007

This is quite an interesting question - a complaint system. I would
start by asking how people make complaints, what does it mean to be a
"good recipient" of a complaint (in the real world or online), and how
to you handle local versus global complaints about a product (global
here being more wholistic complaints that are not focused on a
particular single thing). What are the metaphors related to
complaining? There is sometimes a suggestion box and at some hospital
now, compliants are handled by a special person who is versed on
reducing the hostility of the complainer, and educating the staff how
to avoid complaints in the future. Metaphors of complaints can be
verbal (loud yelling). Filtering of complaints is extra work for the
complainer who just wants to complain. I have stepped through some
complaint system that have 3-4 levels of drop-down list that expose
more and more detail when all I want to do is report a violation of
civility.

Perhaps a recommended system can parse the text of a complaint and
offer suggestions that don't require too much work. One side issue of
a complaint is feedback about what has happened and what will happen
and acknowledgements. I find it useful when a system comes back and
says that within 48 hours I will receive a note about my complaint and
how it is being handled.

Another way to look at complaints would be to look at compliment
systems. I recently used the "compliment" system for Lufthansa
Airlines who did a wonderful job and who sent me an even more detailed
explanation about why my flight from Florence was almost 2 hours late.
You might even try the method called reverse brainstorming where
instead of asking how you can make a good complaint system, brainstorm
all the bad ways to design one and then consider ways to improve the
badness, the method of reverse brainstorming can often be quite
useful.

You have quite an interesting problem here.

Chauncey

On Tue, Apr 29, 2008 at 4:14 AM, Erik Bazuin <erik_bazuin at hotmail.com> wrote:
>
> Hey all,
>
> What do the Interaction Designers here think is the best way for making a complaint through the internet.
> Im working on a complaint system. People need to specify there complaint (Location / Complaint base on..) I was thinking of filtering it down with dropdown lists, but im not quite sure this is the right thing to do .
>
> What do you all think??
>
> Greetings erik
> Erik Bazuin http://www.b2interactive.nl
>
> Telefoonnummer:
>
> GSM: 0634491059
>
> Email: erik_bazuin at hotmail.com, erikbazuin at Live.nl, 0749687 at student.hro.nl, erik at d-motivatie.nl
> _________________________________________________________________
> Express yourself instantly with MSN Messenger! Download today it's FREE!
> http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/
> ________________________________________________________________
> Welcome to the Interaction Design Association (IxDA)!
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>

30 Apr 2008 - 4:37am
Margaret Hanley
2007

Hi Erik,
One of the projects I oversaw while I was at the BBC was the Complaints web site. The BBC receives a lot of feedback from the British license fee payers and has a history of creating forums on TV in particular, of airing those complaints in shows like "Points of view"

http://www.bbc.co.uk/complaints/

The site is focused on
* allowing the user to complain
* explaining the complaints process
* showing the results of the complaints process and any official communications/rulings on high-profile complaints

I was not directly responsible for the creation of the site, I managed the team developing it, but can introduce you if you have more questions.

Regards,

Mags

----------------------------------------------------

Mags Hanley
Email: mairead at yahoo.com
Mobile: +44 7789 132726

----- Original Message ----
From: Erik Bazuin <erik_bazuin at hotmail.com>
To: discuss at ixda.org
Sent: Tuesday, 29 April, 2008 9:14:57 AM
Subject: [IxDA Discuss] Patterns for complaints

Hey all,

What do the Interaction Designers here think is the best way for making a complaint through the internet.
Im working on a complaint system. People need to specify there complaint (Location / Complaint base on..) I was thinking of filtering it down with dropdown lists, but im not quite sure this is the right thing to do .

What do you all think??

Greetings erik
Erik Bazuin http://www.b2interactive.nl

Telefoonnummer:

GSM: 0634491059

Email: erik_bazuin at hotmail.com, erikbazuin at Live.nl, 0749687 at student.hro.nl, erik at d-motivatie.nl
_________________________________________________________________
Express yourself instantly with MSN Messenger! Download today it's FREE!
http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/
________________________________________________________________
Welcome to the Interaction Design Association (IxDA)!
To post to this list ....... discuss at ixda.org
Unsubscribe ................. http://www.ixda.org/unsubscribe
List Guidelines ............ http://www.ixda.org/guidelines
List Help .................. http://www.ixda.org/help

30 Apr 2008 - 7:16am
Jens Meiert
2004

> What do the Interaction Designers here think is the best way for making a
> complaint through the internet.

Avoiding complaints in the first place ;)

However and relating complaints to errors, mistakes, whatsoever, this
seems to be more of a QA issue. And in this regard, offering a
feedback and channel and recompensing for error reports seems to be
something that works in a few scenarios (and I shamelessly need to
refer to "Why paying for errors pays off" [1] again).

Cheers,
Jens.

[1] http://meiert.com/en/blog/20070120/qa-on-errors-and-why-paying-for-errors-pays-off/

--
Jens Meiert
http://meiert.com/en/

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