Monday, August 07, 2006

Unnerving elevators mar a good customer experience

In June I stayed at the Hyatt Regency Embarcadero in San Francisco for a conference. It's a nice hotel, with good customer service, but the interior atrium is bizarre. It looks familiar because it's been used in several movies, notably High Anxiety by Mel Brooks.


Unnerving glass elevators

What they don't tell you, on their Web site or when you make a reservation, is that this is not the place to stay if you have vertigo. Your only choice to get to your room is one of these glass elevators. While I don't have vertigo, every time I stepped into the elevator it was uncomfortable. I can only imagine how horrible it would be to arrive here and find this rude surprise if you suffer from vertigo or are afraid of heights. In designing the customer experience, the architects may have been looking to create something spectacular, but forgotten about psychological comfort.

Tip of the day: Make sure your design doesn't make your customers uncomfortable, and give them more than one choice.

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