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.