Gift card feature needs a redesign
Taryl
Member Posts: 1 ✭✭
The workflow for purchasing multiple gift cards has not been well designed and is very frustrating.
(1) Logos.com allows you to purchase multiple gift cards but the form to direct the gift gathers information for a single recipient. There is no guidance on how the form could be used to direct each of the multiple gift cards to a different recipient. (Note: according to customer service, it can be done if you realize that the form does not front-end an automated system but rather is gathering text notes that will be read and processed by a customer service representative.)
(2) If you purchase multiple gift cards as individual transactions, the form does not allow multiple submissions. It does seem possible to fill out the form multiple times if you allow enough time to elapse (at least more than 36 hours) from the previous submission.
(3) If you attempt to fill out the form without being logged in, the form will ask for your email address. However, this workflow seems broken as the request doesn't get linked up to the purchased gift card associated with your account and will result in work for the customer service people to straighten it out.
Suggestion:
It would feel more natural if the feature generated random gift card tokens values (e.g. 2A2C-914EB2D-F8A6) that could be redeemed and applied to any account the recipient desires. A fixed-up form could still be used to automate the transmission of the gift card token to the recipient, or the purchaser could bypass the form and send the token to the recipient out-of-band (e.g. email, printed gift card, text message, etc.)
A redesigned workflow would not only reduce customer frustration but also allow the automation of gift card processing that would reduce interaction, labor, and potential mistakes by customer service representatives who are responsible for processing the gift card requests.
(1) Logos.com allows you to purchase multiple gift cards but the form to direct the gift gathers information for a single recipient. There is no guidance on how the form could be used to direct each of the multiple gift cards to a different recipient. (Note: according to customer service, it can be done if you realize that the form does not front-end an automated system but rather is gathering text notes that will be read and processed by a customer service representative.)
(2) If you purchase multiple gift cards as individual transactions, the form does not allow multiple submissions. It does seem possible to fill out the form multiple times if you allow enough time to elapse (at least more than 36 hours) from the previous submission.
(3) If you attempt to fill out the form without being logged in, the form will ask for your email address. However, this workflow seems broken as the request doesn't get linked up to the purchased gift card associated with your account and will result in work for the customer service people to straighten it out.
Suggestion:
It would feel more natural if the feature generated random gift card tokens values (e.g. 2A2C-914EB2D-F8A6) that could be redeemed and applied to any account the recipient desires. A fixed-up form could still be used to automate the transmission of the gift card token to the recipient, or the purchaser could bypass the form and send the token to the recipient out-of-band (e.g. email, printed gift card, text message, etc.)
A redesigned workflow would not only reduce customer frustration but also allow the automation of gift card processing that would reduce interaction, labor, and potential mistakes by customer service representatives who are responsible for processing the gift card requests.
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