Using a focus group of clients not as computer language savvy as your IT geeks

0 Votes

Constant Contact continually updates everything it seems. One feature I have not needed to use in quite some time - how to white list Constant Contact's servers - and found it impossible to do so.  I knew what to send to a client so she could email it to her IT person to have Constant Contact's servers white listed.  However, you have become less user friendly than you were and for the life of me, I could not get to that webpage.  When I found out how to navigate to it, I completely understood why I could not find it.  First, I had to go to the home page, I could not do it off of what was available to me when I log on to send out an email.  Second, the link I needed was not immediately visible as it was on a dark green field at the very bottom of the page.that happened to have a number of links.  I would have not known where to next go had the person on the phone call to Constant Contact now told me.  There was nothing listed that said White Listing or White List.  Knowledge Base is a term that only Constant Contact uses and meant nothing to me yet it was a critical link to finding what I needed to email my member.so she could forward it to her IT person.

 

My two suggestions are: use standard English and don't require your clients to go on a hunting expedition. to find something such as how to have your servers white listed. And one way of avoiding angry clients who work after your hours end and can't take care of things due to the wild goose chase you send them on is to employ clients like me to review new updates for clarity.and ease of use.  Such clients should know how to who can use your product once shown how to navigate through it, but learned to speak standard American English and not computer jargon.or Constant Contact jargon like knowledge base.  These 

2 Comments
Moderator
Status changed to: Open Questions

Thanks for the feedback @Jo-AnnN,

 

Would you like me to submit your information to our research team so they can reach out to you for potential user studies?

Moderator
Status changed to: Voting Open
 
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