Today, I had a “what not to do on your website” moment. I’ll note the lessons I learned, and then you can read on for the whole sordid tale.
Usability Lessons:
- Don’t make your newsletter subscribers login to unsubscribe – they just want to be free!
- Place login tips very close to login error message. This gives the user the information they need (how to troubleshoot login issues) when they need it (they have a failed login attempt).
- Make your login prominent. Ideally, it should be in a standard location, typically a “Login” link or a userid/password box in the upper right corner.
Sordid Tale:
I was trying to unsubscribe from the email newsletter of a reputable company. I clicked the unsubscribe link and was taken to a login screen. I’m already a little bummed out, because I want unsubcribing to be just one or two clicks, without having to remember my userid and password. It asked for my email address and password. I typed my email address and password and I got an error. I tried a couple other password variations, and I still got an error.
I tried clicked the “forgot password” link, thinking, “This is really becoming a hassle!” I typed my email address in the forgot password form. I got the following error: That email address is not on file.
Um… what? I mean, the only reason I came to the site is to unsubscribe from an email newsletter – I know that they have my email address. I was mystified.
I thought maybe I could login through the home page and went to the home page. I could not find the login on the home page. Really – you can look for yourself, to the right. Note: It is not the “Account Access” link in the upper right – that’s only for event organizers, and I am not one.
Giving up on that, I went back to the email and clicked the unsubscribe link. I finally noticed a link “I can’t login” at the bottom of that form. I clicked on it to find out that they have converted their login system and I needed to update my account. “Whew!” I thought, “At least I know what’s going on.”
I converted my account, at the end of which process it asked me to login. I clicked continue and was taken back to the home page… and I still couldn’t find the login link! I finally went back to the email newsletter, clicked the unsubscribe link and was taken back to the login form. I logged in and saw the “manage your subscriptions” page. I think I heard angels singing in the background….
Although, I still don’t know where login is.
