Design and Voice Mail

In my last post I criticized some bad system design. One was a poorly-designed voice mail system, and the other a poorly designed phone support system. Both result in a company's being perceived as user-unfriendly. 

On the other hand, you have different fingers. Also, there are a few who "get it." Take, for example, American Taxi. I use them all the time for travel to/from O'Hare airport. Their automated phone system is really well-designed, efficient and user-friendly. There is virtually no wait when you call. All you have to know is the phone number(s) of your pickup  location and destination. The system is very clear and easy to understand. Also, you can order a taxi from their web site if you choose. Good design.