2015 AAA Renewal — Brand Experience Project

by Jamie Sanford on August 3, 2015

Click here for all posts in the Brand Experience Project.

Click here to read last year’s frustrated post about trying to renew my membership to AAA.

It is that time again, and I went online to try and renew my membership to AAA. In addition, it occurred to me that my husband Will isn’t on the plan, so he would need to be added. Let’s try this again!

They have updated their homepage, and it does look much more modern than last year. I am noticing the MUCH smaller social callouts, which I don’t understand at all. Why hide them?

I click the handy “renew” button in the upper right corner. There are a LOT more options at the top there, last year it was “login” and “my account.”

Hmm. This is the exact same page as last year, which suggests that the homepage update was only that. A homepage update.

I successfully enter my info and click “login.”

And here we go again.

  1. There is no way here to change the plan I have, either to upgrade or downgrade.
  2. There is no option to add another person.

I know I said “renew,” but this is ridiculous. This design is awful.

I decide to click “renew” and see what happens.

Seriously? I am sent to a different website to have my payment processed, and the page I am on says absolutely nothing about what I am purchasing for $84.

How can this be their system?!? This is a major service in the US, and one with limited competition (I know many car companies offer roadside assistance, but as far as I can tell, AAA doesn’t have any major competition offering the services they do.)

I clicked the cancel button. I am so, so irritated with this system. I decide to click around and see if there’s a way for me to do this another way.

I decide to go to “join” instead.

This page is the same as the one I looked at last year. It is still terrible. The footer looks different, but they have chosen a heinous blue font that is completely unreadable on a blue background. Come on.

I go ahead and fill in my information and indicate that I want to add another person.

I skipped a screenshot of the previous page, where I had to enter my husband’s name and birthday. This page is an improvement over the renewal payment page, at least I’m still in the realm of AAA here. What I don’t understand is why the words “encrypted and secure” are in a tiny font (is it a secret?), and I click to read what it says, hoping for a pop-up box, since I certainly don’t want to leave the page where I might have entered my personal information. I am, not surprisingly, disappointed, since the link opens another page, in the same tab.

Why. Why is this not information that could be in a pop-up box?

While we are at it, the AAA website is also in desperate need of a copy editor. The “certificate identification” isn’t clear, and the word “online” is randomly capitalized, and why mention the site identification authorities and not just name the ones you use?

I closed my browser window after this. I am undecided on renewing my membership.

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Warby Parker Website — Brand Experience Project

by Jamie Sanford on July 30, 2015

Click here for all posts in the Brand Experience Project.

I have been in need of an update to my vision prescription for too long. I recently went to the eye doctor and was excited to try out Warby Parker for eyeglasses. I recently completed the at-home try on service.

Please note that the screenshots in this post are maximized for viewing on JamieSanford.com and are quite large!

The Warby Parker homepage is quite beautiful. It’s clean, simple, with navigation that is easy to find and understand. The try-on program is easy to find, as well as their policy of giving away a pair of glasses to someone who needs them for each pair that is purchased. Thumbs up for charity.

The home try-on page has a scrolling look at how it works, that I found easy to follow and lovely to look at. I know from experience that presenting the steps in a process like this isn’t easy, and this is so well done.

Here’s a look at the drop down menu, from clicking “women” in the main navigation bar. Warby Parker takes advantage of the space to make the menu choices visual, which I appreciate.

I arrive at the page with all glasses for women, and the presentation is simple and clean. The filters at the top are clear and easy-to-use, and I am happy there is a filter to only show the glasses you can get for the home try-on.

Unfortunately, when I choose the filter for “available for home try-on,” it doesn’t edit the options available underneath the frames. I would love to have this process be simpler than having to go to each individual product page for each frame and add to my try-on box from there. Choosing 5 by checking them off on the page showing them all would be faster and easier.

The product page for each frame follows the clean and elegant feel of the website. Clear information, lots of images, including one on a real human that you can turn to view the frames from multiple angles.

I add them, and get the confirmation in place of the “add to cart” button, which is really good placement. Again, I’m happy with how this is treated here, but I really think that choosing all 5 of the frames for the home trial would be easier to manage on a single page.

The cart. I really like the touch here of offering me other frame recommendations, because I have only chosen 4 and the maximum is 5. (I later found out that the box they send is also designed to accommodate 5 frames.) Once I chose an additional one, the recommendation bar disappears. There’s also the weirdly lazy option to just let them fill your box with random frames. I’m wondering how much research they’ve done to measure consumer behavior and purchase patterns when they are exposed to 2 pairs to try on vs. 5. Plus, the shipping cost of the box is probably negligible between 2 and 5 frames, so I’m assuming this is a winning scenario for Warby Parker.

Side note – I suggest picking 5 frames and trying to make them as different as you can. I picked 2 pairs that I was pretty sure would not work, but I’ve been surprised before so I went for variety.

The checkout page continues the look and feel and was pretty painless. I utilized AmEx Payments to fill in my information, which I had never used before. It was quite simple and fast.

I commend Warby Parker for their look and feel, that’s certainly a win. The only issue, as I mentioned, was that I thought the process of choosing glasses to try was a bit clunky, and unnecessarily, given that it would be a simple edit to their website to accommodate choosing all of the frames from a single page.

I will be following up with posts about the emails I received from them, as well as the packaging of my home try-on order, and the process of choosing the winning frames.

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Instagram Roundup #124

by Jamie Sanford on July 29, 2015

Here are all of the other Instagram Roundups!

Wisdom from Barbra.

I highly recommend China: Through the Looking Glass at the Met. It is a stunning installation.

A night of bad food choices and sketchy fair rides with David.

Tilt-A-Whirl totally holds up.

We spent some time at the Franklin Mineral Museum on July 4th.

I created a collage for “style evolution” day for #radicalselflovejuly on Instagram. I guess I don’t actually regret any of these?

William’s carb display – on a Noritake Cher Blanc soup bowl.

I injured my eye in an unfortunate contact lens incident, and was AMAZED at how quickly it healed. The human body is nuts.

A #tbt post, me and the ride-on Big Bird. That carpet is glorious!

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Meetaversary #15

by Jamie Sanford on July 28, 2015

15 years ago today, I met William for the first time in person. (If you aren’t familiar, we met online a few months prior.)

The top 2 images our from the first weekend we spent together (and we look like BABIES), and the rest are in no particular order.

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Formula One -Derland: #CiaoJules

by Jamie Sanford on July 21, 2015

Click here for all Formula One-related posts on JamieSanford.com.

I stopped my regular posts about Formula One last year after the season ended, but had to share this. Jules Bianchi passed away on Friday night, having never regained consciousness after his terrible accident in Suzuka last year during the Japanese Grand Prix. He was only 25.

 

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