“Who designed this convoluted process? A monkey could have done a better job.”
“Why do I have to come in and talk to someone? This whole transaction could be handled online. Frustrating!”“I dread going there. The parking lot is impossible to navigate, you fill out what seems like 8.000 forms before you see anyone, and often the staff is confused by the complexity of the processes they follow. I’m glad I only have to go there once or twice a year.”Every day, countless service providers make choices that unnecessarily complicate service interactions. At best, those decisions make the customer experience less
