Honestly, I can’t help it. It’s just the way my brain works these days, and I can’t shut it off (except when Karen slaps me upside the head and tells me to stop). I’m always analyzing media, websites, and generally how companies use marketing and technology. It fascinates me, scares me, stuns me and often times makes me laugh!
This morning, the power went out at my house around 5am. With a balmy -20 windchill outside, it had my wife and me a little concerned. We looked outside and it appeared to be a decent size outage. I picked up my phone and went to the ComEd website. I saw a nice responsive website that gave me good information and was easy to find on my Iphone.
I clicked on the “Report an Outage” icon and here’s where it began to fall off the rails a bit. At the top of the page, it said “Sorry this feature is not compatible with our mobile website”, I then was presented with the choice of opening up the desktop version or staying on the mobile. Wait what???!!! Okay, so I clicked on the desktop icon and it took me back to the ComEd homepage. Really you can’t at least give me the desktop version of the page I’m looking for??? This is reporting a power outage, I’m assuming this is a high priority function of your website!!! Now with a few more clicks of the button, I was able to find it and report it, but really ComEd??? There’s at least a half dozen better solutions that I can think of even at 5 in morning.
Luckily the power came back on around 7am, and it really wasn’t that big of the deal. Some friends on Facebook shot us a number that we could text for outages and information and that worked pretty well.
But the website thing was still bugging me, so I shot out a tweet:
Pretty good response ComEd. A nice way to say hey we are working on it, but use this in the mean time. And the reply was almost instant, based on my using a #ComEd hashtag.
What does it all mean? Well, even the big companies have room to improve. Besides that, the question you should ask “Does my mobile website give the consumer what they need/expect?”