Xperience: The sum of all interactions

Reading Time: 3 mins approx.

We decided to celebrate our 18th Friendship Anniversary and wanted it to be an experience to cherish a lifetime. After a lot of discussions, we decided to do a Fly Dine (at Banglore). From the day we reserved our seats, both of us were super excited. The most exciting part was the photos which the “Professional Photographer” would click for us and we flaunting it (yeah, we are crazy!). We waited patiently for the day.

I travelled from Trivandrum to Banglore with much excitement. We met by noon and decided we shud take a break before going for Fly Dine because we wanted to look our best (more than Fly Dine, our pictures were in mind). We relaxed for some time, took time to get ready and went in a cab. We had a tough time locating this place. There were no proper sign boards or indications directing us to reach this place.

After so much delay, finally, we found the place. Immediately they asked us to get in and belted us and we were ready to take off. This experience was awesome, it was sunset time and as we moved up, the beautiful sky, the cold breeze, everything was perfect. We had our mobile phones with us and we clicked many selfies but told each other, “This time we don’t want to post a selfie, but the pic they give us”.

There were around 12 people along with us. Fly Dine started with a welcome drink. The “Professional photographer” was busy clicking candid and as well as planned poses. We told him how we wanted our pictures and posed..yayyy.. that moment we have been waiting for. Welcome drink was followed by starters which were not that great. Both starters failed to impress us. There was also a surprise cake cutting, and we all sang Happy birthday to a beautiful stranger.

It was time for us to get down. This was faster than going up. Soon after we got down, the “Professional Photographer” came running to each of us and requested to give a positive review about the experience via Google Reviews and that he will share the pictures soon.

Even after the food was bad, the experience on top made us forget all that and finally we both did feel good and happy on that day.

We planned to post our pics on Nov 20, 2018, because that’s the day we first met in College and became friends. And the wait for Professional Photographer’s pictures started. We waited patiently for 3 to 4 days, then lost patience and mailed them. They said they will upload our pics soon in Google drive and share the link. We waited again, they did share a link but with no pics of Nov 11, 2018 dining. We got frustrated, called them and they said they will upload and stopped picking our calls. Even after Nov 20th we tried to contact them for the pics but in vain. This whole process of trying to get our picture made us really frustrated and irritated. We forgot how we felt that day, the positive experience translated itself it to a negative one.

Maybe, for some reason, they lost the pictures of that day. They could have just informed us. Then we wouldn’t have felt this negative about the experience.

User Experience is not only about how easily you reserve your seats for Fly Dine. Its also about how you treat your customers in the whole process from onboarding to offboarding. And as a customer, all I can think now is the frustration we had with the customer service.

Published by

Malu Nair

Malu - UX extraordinaire, leader, design thinker with a can-do attitude. Always leads by example and an inspiration to her peers. She loves conducting workshops and meeting new people. When she is not saving businesses and online platforms with her UX powers, she is a loving daughter, wife, mom and a true leader.

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