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STEP 1
Think about what you would design to prevent the frutrating experience from happening
STEP 2
Describe your experience and solution in Padlet. You may use pictures.
STEP 3
Look through the other posts and comment

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Frustrating Experience
Philippine Airlines - arrived at the airport early and sat in the boarding  area seat but was shooed away and asked to stand in the corner, because they were boarding another flight.

My redesign
1. signposts that indicate clearly what is the purpose of a sitting areas. For example: "we don't want you to accidentally board the wrong flight. Please look for..."
2. you digital ticket will automatically lead you to the right area with voice control.

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Taxi Driver "Don't want to go to your direction"
Happens so many times. I just want to go home late at night and the drivers are just rejecting the ride to my house...

My re-design
1. I could pay a premium depending on de demand
2. Colour-code the destinations that you could go

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Food delivery apps think that the way to address a failed food delivery is to offer you a voucher/money. It leaves a bad taste in my mouth (pun not intended). I'm hangry and you're offering me money??? I just want the food that I ordered for my family.

My re-design
Introduce a rating system to the overall delivery experience - rate the F&B outlet, rate the delivery rider, etc....

GIve a "free food" from any random restaurant as a "surprise"

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Frustrating Experience
internal customer always ask for additional feature without considering limited budget,
while we think simpler is better

Redesign
SILO BUSTING
share our end goal with internal customer,
share the limit of budget, discuss and try to accept customer point of view
finally collaboration is the best way to get win-win and best result

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Frustration Experience
Vendor could deliver the good as promises, so customer (internal) is upset and continue asking when the time of delivery.
My Redesign
Introduce the common e-commerce platform system (Shopee, Tokopedia , etc) in our procurement  system.
The customer could track the progress of good delivery.
We could evaluate easily the performance of vendor.

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Frustrating Experience
Challenges with Customer Care call centre - most of the time entertained by the auto voice machine & very hard to reach out out to the officer

Redesign
Call at odd hours where everyone is sleeping - less stress

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Screen Sharing & Remote Access
With the covid raging on, it became harder for people to help the elderly / technically challenged to receive help from IT support.

My redesign
1. Integrate screen sharing & remote access to video call solution (like what apple is doing in facetime)
2. Design a website that could easily take over your computer for a given time (but security would be an issue)

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Frustrating Experience
My customer recently came in to  the factory directly without permission & took some data in the line while it's obviously confidential

My Redesign
- Create visiting rules for the customer so they can come by arrangement
- create a web based portal so before visit our factory, they can fill in the information of what they need when visited our factory and we can prepare at first
- Setup visiting rules & track so un-invited visitors cannot go directly inside the factory

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Frustrating Experience
IKEA store is a big maze taking lots of time from entrance to exit and not easy to find the products looking for or while forget 1-2 products it needs spend more time to go back.

My re-design
1. A store navigation + shopping app to help me find the product location, way-out...etc. If I'd like to purchase the products, hope i can simply use this app to purchase, pay and arrange home delivery service..etc.

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Frustrating Experience
expecting a delicious food to be delivered through food delivery platform but the outcome was not satisfactory as it claims.
My redesign
Stock up my kitchen with Meadows cheese and snacks for enjoyment after a poor meal!

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"I cannot find my coffee brand in supermarket"
I used to shop in this supermarket caused its not far away from my house. i like this brand coffee cause its nice and find in the supermarket is empty for 1 month
My redesign
1. They should have note " what items you need and cannot find" then i can fill it and supermarket will know i need it
2. Build loyalty apps as i am loyal customer to that supermarket (cause the distance is near)
3. Give me free sample for another brand coffee that they have

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Customer was charged twice on my credit card for one transaction due to poor signal coverage inside your store.

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Customer was charged twice on my credit card for one transaction due to poor signal coverage inside your store.

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My redesign :
1. During payment, include a catchy short phrase, e.g. "... due to floating connectivity, try checking on your mobile line..."
2. Direct customer to the spot with best connectivity at the shop floor should they experience such issue. Handle with a smile at all times.

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Problem with credit card information and been treat like a ball,
without valid outcome and i just leave it

My redesign
1 customer service should be in charge for 1 customer until the problem solve

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Restaurant refused to cut a burger in half for me.

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Restaurant refused to cut a burger in half for me.

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I order a burger. It was quite big and I requested for it to be cut in half. But the restaurant refused and insisted it's not part of their service to do so. In the end, the burger wasn't cut and i called the customer service. They defended their actions and i never visited the restaurant ever again!

My redesign:
a. Put up a notice that the restaurant does not provide "extra" services such as cutting burger in half.
b. Provide customers with the means to do it themselves. E.g. provide disposable cutlery to so.
c. make the burger smaller!

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Internet connection problem lately when i have to work from home.

Re-design
1. have a back up personal internet provider
2. going to co-working space

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Frustrating Experience
Happens quite frequent that technology (IT regulation issues) prevent my team's project run smoothly in the Business Unites.

My re-design:
1. Ask IT team to share their regulation before a project start.
2. Ask IT team to join every step in planning phase.
3. Recheck with IT team before the project launch.

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When I need to go to my Vet they keep me waiting 2-3 hours. They do not have reservation system. They do not want to use that, we have to come to reserve.

My re design
Make online reservation and give slot time (hourly) and then the patient need to register 10 minute before at the nurse desk or it will be automatically canceled to prevent no show patient

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There is no customer service hotline to be called. Only email address being provided and no acknowledgement after sending out the feedback.

To provide chat app to assist on customer query.
To have an auto reply to acknowledge receive and update on lead time (lead time within 24 hour is preferred).

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Frustrating Experience:
1. Customer Service Call Centre of a Food Delivery Platform did not solve mischarging issue on promotion code faced by customer, but blamed the customer for the mistake instead.

My Redesign:
1. A popup in application to remind the customer to remember to apply a promotion code when there isn't a promotion code already applied.
2. Always listening to the customer first when a call centre call is made, apologise for the negative experience first, to ensure the customer's emotions are kept in check.

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Car Insurance Claim still need physical car survey
So when your car get on accident and you want to report that to insurance, you still have to come to the nearest service point to get your car checked by the claim officer. In pandemic like this, it's kinda frustating.

My redesign
Create an app for car insurance claim report and car damages photo submission/self survey. No need for more contact point.

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Shipping company promised a very simple process to book an international delivery for any kind of shipment. But the booking forms were designed with only one customer scenario in mind. A long process to fix the issue and find a workaround myself.
Redesign
1. Review the initial customer promise - what service are we actually offering to which customers?

2. Offer more choice for customers to complete different forms

3. Offer an easier way for customers to understand whether the service is what they're looking for.

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Our team member see weird data and they directly complaint IT or ask around before studying themselves

Solution:
Arrange training session about system and data movement to the team. So they can figure out problem before requesting related function to fix the issue

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Went to a restaurant looking forward to enjoying some of its signature dishes but due to COVID, the restaurant had changed to a restricted menu and did not offer the dishes I wanted.

My Re-design
The restaurant should promote some new signature dishes and make that as limited edition offers so that customers feel better

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Frustrating Experience
My Friends cannot come to office because suspect covid,
and i don't have many friend in office

My redesign
arrange meeting with friends using online meeting
offline meeting in other place, with use health protocol.

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Frustrating Experience
During pandemic, I do much more online shopping. Sometimes I experience how the things that I bought are not up to expectations because it's far from the descriptions.

My Re-Designs
1. The description box for the product need to be more detail. Let's say if it's clothes, make sure to put the size charts, the type of  the material, and also put not only the picture but also the video of the stuff, so people can see the real appearance of your product without the filter and all.
2. The rating from the buyer must be given along with some comments, so another potential buyer can see why the rating is given

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Frustrating Experience
Customer did some complaints but the feedback was very slow and transfer to differnece ppl to handle it, bad feeling and experience to cusotmer.
My redesign
1. only 1-2 staffs need to handling all complaints and feedabck to customers
2. Set lead time and checklist
3. Management need to random check the status

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Frustration Experience
Internal customer set super high standard and always challenge why other company can do.
100 tasks, 99 completed and 1 outstanding and people will always look at the 1 you failed

My Re-Design
what i did - use unofficial way to deal with customer instead of meeting or mails

What i can do further? maybe ask what is the reason behind etc.

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I was flying from one point of Borneo to another one, and when I arrived at the airport Malaysia airlines cancelled my flight. No acceptable reason was provided and it made me miss my flight back to Hong Kong, and because it was a different airline they're response was - 'It's not our problem.' I ended up paying a substantially higher amount of money to get home, and the attitude of Malaysia Airlines was poor.

Re-design
Better customer service training to deal with frustrated passengers. Or consider interline partnerships to help passenger reach their final destinations in case of an emergency. Even to properly respond to a complaint. Train staff better.

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Airport Why Am I Here GIF by Girls on HBO - Find & Share on GIPHY

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GIFs from Girls on HBO, starring Lena Dunham as Hannah Horvath, Allison Williams as Marnie Michaels, Jemima Kirke as Jessa, and Zosia Mamet as Shoshanna

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I faced poor customer service from Wifi provider, they never proper feedback for our enquiry

My Solution :
a. don't use more auto answer. b. should have a call center for to deliver faster feedback

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Utilization of new vehicle port to export that more inconvenience for us and costly.

solution :
Step 1 :
Listen to authorize government about their purpose and direction.
Step 2 :
Raise this issue to our principle and conduct cross countries meeting to find out the solution
Step 3 :
Create mutual understanding between user and authority also principle to get solution and time line of implementation

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Complicated & frustrated claim health care insurance

It takes me apx. 45 days to apply and provide the supporting documents (e-invoice, diagnostic & consultant result) and re-visit the Health insurance office many times to claim back insurance. They don't check they whole documents, just inform a little: Day 1: lack of invoice, Day 2: lack of consultant result, etc

My Redesign

Inform customer in advance about the lead time to claim insurance.

Guideline to submit supporting documents.

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I love to do fashion shopping, but sometimes I can’t make sure wether the product is the same with the picture, or will it fit perfectly on me?
My re design:
1. Use a VR to directly fitting the shirt I want to buy, it will detect our body and give the picture of the real product from VR and then I can decide wether it’s the perfect size/model for me

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Screening procedures at the Building entrance takes a lot of time while in a hurry

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Screening procedures at the Building entrance takes a lot of time while in a hurry

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- shows the empathy,  keep calm
- improve paperwork by probably pre-online registration
- mobilise more resources during pick hours

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Frustration
Bad attitude from customer service representative - frustration often come from not only the incidents but how the customer service reps respond

Redesign (for written customer service responses)
An add-on similar to "Grammarly" (give suggestions for improving the grammar of writing) but for improving the tone / attitude of the customer service representatives (e.g. add words like "please" etc, soften the words", more apologies)

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[Supply Chain] Store operation team need to arrange extra headcount to receive product but don't know when the truck arrives
Solution:

need and app to track and communicate among DC and Store operation team to alert departure and estimate arrival time to team. (better can apply Grab platform to track the delivery)

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Frustration experience
doing a task force job in the middle of busy agenda

My re-design
keep doing :) find a gap that i can improve

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Frustrating Experience
If you're 15 mins late for the doctor appointment your turn is skipped, if you're there early/on time, you'll have to wait 1 hour plus to see the doctor. Most patients including myself is also unsure what's the exact process and just groups of people crowding and shouting about from the nurses looking for patients.

My re-design
1.) Educate patients/customers of the general process of a particular hospital so people are not lost or wandering around asking every nurse who passes by
2.) Info desk (can even be interactive screens) to facilitate the process
3.) Designated areas with clear
signs for people to follow

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When I Work From Home, I feel often distracted by my child's voice, especially during meetings

Solutions :
1. Find a private room at home
2. Schedule a meeting when my child is sleeping
3. Involve my child to the meeting

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The process of importing product need to have Product Notification which is issued by Government. But we don't know when it is released. In this case we can't correctly plan launching time of NPD

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Unclear communication due to not having the same experience

Solution: try to spend extra minutes in the build-up. Sometimes jokes work well :-)

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Renovation cannot start because there are too many stuff to clean up
Problems:  Convince the owner of the stuff to throw things away
Re-design: Convince owners to clean up the place before approaching an interior designer

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frustating experience when buying food and the queue is very messy so you have to wait a long time

Solution:
1. provide sequence form/card with number so you now the correct order
2. make several  line for queing

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during pandemic, buying stuffs from Market place and not 100% satisfied. If I complain, gonna na take long time in prosess

Solutions :
1. Find market place with rate above 4.9 with buyers more than 100 already (not new seller)

2. willing to spend extra time to asks details.

3. Asks friends the trusts and having good product in marketplace

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Frustating experience when we have very urgent problem with some products in online marketplace, we only talk with chatbot technology that dont give comprehensive solution to customer. And if we want talk with real Customer Service, we must through very long queue or waiting for long time from email respond.

Re-design:
1. Introduce chat system directly to customer services, so it will cut the waiting time  rather than waiting for email respond

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frustrating experience when ordering stuffs online. products looks different from online when it arrived

solution:
-share the real pictures and videos from customer that they already bought it, so other customer can see the real products.

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Frustating Experience
Document circulation and approval is difficult due WFI process. Document still approve manually

Solution
Creat an online approval platform that can wotk together between user and approver. All process input enterly via online, with phone or nitebook. This way can tracking the documents and can be seen the las position. Anf apptoval can be done quickly with out the time limit

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I want to discover how much vitamin and calo into my food.

Design:
A website can help a user understand which vitamin and how much calo into their food.

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Frustrating Experience

Multiple calls to call center, yet the problem has not been resolved. Keep having to repeat the issue to multiple call agents and always got the same promise that the issue will be looked into or resolved within a certain timeline but the problem remains. No proper follow-up.

My redesign

Introduce an App that customers can track the status of their requests with the call center. At the end day, customers just want to know that their requests are being looked into.

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Frustrating experience
Foreign online shopping sites do not ship to my region.

My redesign
Reconstruct the logistic network, partner with solution provider to get around the issue of "parallel import"

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Unpleasant customer experience when the appointment time does not match the commitment

Solution:
1. Always remind periodically2. Reminding that what is promised is important3, Meeting regularly