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OMG. Has someone decided to ruin the user experience of getting support for Generate Blocks?
As a developer of 25 years, if I built a system that puts customers through a stressful circus performance to get support I would be ashamed of myself and look for a more suitable job!
The process is DREADFUL. Sorry, but it is. Someone has tried to make it as difficult as possible to get signed-up (instead of using their existing login details) and succeeded.
1. This applies to the login on both GP and GB support, why auto login as soon as username and password are entered without giving the user chance to click the unnecessary CloudFlare thingy, just to get an error and having to start again, in reverse order? If the user MUST verify they are human (pointless and unnecessary 99.9999999% of the time anyway), why not put THAT option at the TOP before trying to auto login (sometimes a default browser setting) not giving chance to click the box?
2. Why not auto-create a support forum for ALL paying customers so they don’t have to jump through hoops to get signed up for support?
3. Stop opening new tabs for goodness sakes!
4. I’ve tried TWICE to get signed up but the Copy Support Key thing is just plain daft. Why not SHOW the user the key they need in their dashboard and EXPLAIN THE PROCESS instead of causing STRESS!!!!!!?????????????
5. Why make the Support Code field a ‘password’ field? Now the browser thinks THAT is the password to save for the site / page!
DREADFUL system! Someone went a bit crazy with this in my opinion (as someone who’s been involved in user-friendly system development for over 25 years!
Have a good day!
Martin
Lead Developer
Hi Martin,
Thanks for the feedback.
1. The Cloudflare thing is necessary, but I agree that it would be nice if it happened before being able to fill in your details. Perhaps I’ll make a feature request for the plugin author.
2. We can’t auto-create 100,000+ user accounts for many reasons, both technical and from a user experience point of view.
3. Which new tabs? Can you be more specific so we can make improvements?
4. Is the “Copy Support Key” button not working? The explanation exists directly above the button.
5. This can definitely be annoying. I’ll look into changing that.
This was my idea. In the end, I’m confident it will be easier for our users to get support in one place. So far I’m very happy with the feedback we’ve received.
Thanks again!
Thanks for replying to my thoughts Tom.
I see what the objective is; putting all tech support on a single platform.
Personally I’ve always found it rather un-user-friendly when the user (customer) has to create an additional ‘account’ in order to get help, especially when they go through a rather unfamiliar process to do so. I’ve always been a believer that just because something is convenient for the business, don’t make the customer think (great book about that from about 20 years ago).
Something I always compare processes to is Amazon; one account gets you everything. Buy products, buy music, buy books, but streaming videos, and get customer support, all from a single easy login.
Along the same lines; people spend thousands on a site like Amazon and have no hurdles to jump, no ‘verify you are human’ each time you log in, and the steps on forms make sense and are in the right order.
Hence, when involved with the building (or reviewing) a system, I always say “What would Amazon do?” and often, “what would Google do?”
These are the 2 solid systems where a user can do everything form a single log-in with zero hurdles or reasons to stop and think “what do I need to do now?”
When I wrote my post, I was already stressed because I had gone to work on a website and found that Generate Blocks had had some big changes that I was trying to get my head around (Container options for alignment etc) and then confronted with the hurdles to get into the new support platform.
Again, it all interrupts the user’s workflow and causes them to stop, think, figure something out, all while already stuck with a problem that’s already stressing them to some extent.
I should mention I did spend a significant amount of time getting my head around the recent changes.
Again though, I thank you for your reply.
Have a good day. And keep up the great work on GeneratePress and GenerateBlocks. Two great products that I use on all my own projects and recommend to every client.
Take care.
Martin
Hey Martin,
I totally understand. I wish there was a solution for WordPress that allowed a single user to be shared across multiple sites like Amazon or Google. Unfortunately, there isn’t, and we don’t have the resources to create something similar at this time.
While I wish it wasn’t necessary, it is only a single extra step for the users that end up needing support. There’s also the benefit of creating a completely anonymous account for support, where that might not be possible for buying the product.
We will, of course, continue to try to improve the system as time goes on. This is step one, and I think it will end up being a positive one.
As for the GB changes – I’m sorry for any inconvenience. We felt these were changes that had to be made, and we wanted to get them out of the way now. I’m personally very excited about these changes, as they enable us to do some really special things in the future using GB.
Thanks again for your feedback, it’s always appreciated!
Hi Martin,
Something I always compare processes to is Amazon; one account gets you everything.
Many customers told me something similar: “Just make it work like on Amazon!”
Well, Amazon probably spends more on IT in a minute than my customers spend in a year. 🙂
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