Many of us design software products or websites. Sometimes, though, it can be useful to learn from experiences beyond the computer box. A recent trip got me thinking about the ending part of the experience.
I have been lucky enough to go on a few cruise vacations. All good things must come to an end and these cruises were no exception. So, what is it like to leave the ship? Most cruise lines have a process where people put tags on their bags and leave them in the hallway the night before disembarkation. You are instructed to go to a designated place like one of the dining rooms early in the morning. You gather along with many other people. At some point, your code is called and you are told to leave the ship. From there, you go through customs, proceed to a large warehouse, pick up your bags, and head to the airport or wherever you may be going. At that point, you are usually tired, hungry, and have a long day ahead of you. For me, it is usually very early in the morning and I catch a cab or bus to the airport, and wait around for my flight. I try to get some breakfast, which usually consists of a roll, coffee, and juice from whatever shop I find at the airport.
On my last trip, things were a little different. I took a cruise on the Disney Magic. As usual, bags were put out the night before. We were instructed on what dining room to go to in the morning and what time to be there. However, instead of just using it as a place to gather people, we were given a nice breakfast. As people take different amounts of time to eat, we could leave whenever we were ready. While it was sad for the vacation to end, the breakfast and casual disembarkation was a much better way to end the trip. It was a great touch that left us feeling happy rather than feeling hurried and hungry.
What is it like for people when it is time to move on from your application; either to upgrade it or remove it? What is it like when an experience event like buying a book or plane ticket is complete? When it is time to leave, do they just close the window? Do they log out? How do people feel about the exit process? When they are done, are they eager to return?
What tips or tricks have you used to make the exit process a better experience?
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