I spent a frustrating few hours last night trying to buy a new phone from the Verizon online store. Every page looked quite nice, but the user flows, copy, form choices and process layout seem designed to obfuscate and confuse. Even the straight up math on the site was wrong ($329 - $100 = $329??? I may be innumerate in general, but I think not).
So, today, I went down to a brick and mortar store in Santa Cruz, and a very nice young man set me up with my new phone in under 10 minutes.
It made me wonder ... is the neglect of usability in the online store intentional? Does Verizon want to funnel people into its physical stores? I can't see why. I didn't spend anymore money because I went there. Hmmm, inquiring minds want to know.
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