E-services is the new “others”
I'm seeing many websites, especially government ones, put many important tasks under the "e-services" label. Important stuff like making payments, applying for new account or canceling a request are all parked under this label. Basically, anything that is a web transaction is parked under this label. From a users point of view, I really don't care if the service is online or not, but I do care about the time it's going to take for me to get the task done or the different ways in which I can get it done. In such a case, putting the keyword "online" does make a difference, but parking all such tasks under a generic label defeats the purpose as I may not find the task in the first place. For example, consider this Canadian Immigration page, at first glance I know the tasks that I can do. But if I found an "e-services" label somewhere there, I would never click it. It's time we moved away from the e-services label and focus on the tasks that users can accomplish -- "I want to..." is a good start.
Permalink | Thursday, April 03, 2008
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