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Are you asking too many questions?

May 17, 2005 By Joe Rawlinson

I always make my bank deposits via their ATM. This is so I can make them at anytime of day and at my convenience. Nevertheless, I never want to be waiting at the ATM as there are always news reports about robberies happening during that time. So my goal is to get in, and get out as quickly as possible.

If you already know the answer, don’t ask the question.

When I make my deposit, the ATM always asks me into what account I want to deposit the money. I only have one account! If the computer is smart enough to recognize my account information, it should know that I only have one account and should automatically answer that question for me.

Perform sanity checks on your automated processes

What kind of questions do you ask on your website or in your software? Do your customers have to answer redundant or irrelevant questions? Keep your process as efficient as possible from the customer’s perspective. Skip questions they don’t need to answer. Default answers for questions to which you already know the answers.

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