Category: E-Commerce

How is it Possible that a Company like Hulu can Have a Terrible User Experience?

I recently tried to watch Seinfeld on Hulu and the process was extraordinarily difficult. Is your sub-optimal UX turning away customers that are literally handing their money over?

I clicked on Seinfeld in the Hulu app and saw this alert: “Sorry, but your subscription doesn’t include this series. You can manage your subscription from your Account page.”

There was no account page in the app. I was directed to the website.

On my account page, there was no option to purchase add-ons (I need Live TV to watch Seinfeld).

It said: “To learn more about premium add-ons… please visit the help page.”

Really? I’m ready to upgrade and you’re sending me to the abyss of the help page?

Apparently I signed up for Hulu through Apple I finally found the section for Third-Party Billing where it said: “The plans and add-ons available to you may vary if you’re billed by one of the third parties below… Select your billing party to learn more.” I clicked on “Apple”.

Here, I was told that I have to cancel my subscription, wait until the end of the month and then sign up again through Hulu with Live TV.

In the name of customer experience, it can’t be this hard to upgrade and pay more! If you need help with your CX strategy, contact me. I can help.

Job sites have not yet adjusted to the new world of remote work

The privilege of working remotely has allowed my wife and I to realize our dream of educating our daughters through multicultural experiences for the last 4 years. I encourage everyone to consider the entire range of possibilities that remote work creates.

As I consider the next stage of my career, I notice the internet has not yet caught up with the reality of a more remote workforce.

– Searches on job sites are still primarily tied to a location. I suggest a range of acceptable time difference for job postings rather than specific locations.
– The job search process should be reconfigured to match job seekers and employers based primarily on skills.
– LinkedIn should add a field next to location in profiles where users can indicate that they work remotely.
– ‘Remote’ should be separated out from the list of locations when employers post a job opening. Perhaps some jobs should be remote by default unless employers opt out.

Recruiters should consider that the most qualified candidates may now be in Barbados, Botswana, or Italy, and adjust their processes, apps and websites accordingly.