17 September 2007

ATM Beta

Below is the message posted by Hang Seng Bank nearby ATM located at 417 Hennessy Road, Wanchai, Hong Kong.

For avoidance of pavement congestion, could customers please queue along the outer wall for ATM services.

We apologize for any inconvenience caused.

This is an example of both negative information and deliverables experience.

If Hang Seng Bank realizes that the location of ATM will cause pavement congestion, why then in the first place they placed the ATM at such an inconvenient location, which inevitably causes troubles for everyone? That's negative deliverables experience.

Hang Seng Bank asks a very stupid question in the message: "could customers please queue along the outer wall for ATM services." What if the customer says no? Could Hang Seng Bank do anything to this negative no? If no, then why ask? Besides, where is the "question mark" for the question? This is definitely a negative information experience.

1 comment:

Donald Mckenzie Jr said...

Yeah....it's all about common sense. Place the ATM at a more convenient location.