The message read “cannot find the Fairmont President's Club member based on Fairmont President's Club number provided” and I was asked to “Please verify the number and try again”. I didn’t notice it at first because it was the same color as the rest of the text. No wait… it actually turned out there was a message for me below the three paragraphs of instructions. Instead of becoming part of the President’s Club, I instead seemed to have lost the form I just submitted. That this point, I filled in all the inputs on the form and I clicked “Go” hoping to finally activate my account. Though the Fairmont may need a user name and password to create a record of me in their systems, they can still treat me like a person and approach account activation as a conversation not as a dump of required fields from their database. Form design problem four: don’t treat customers like records in a database.
In this case, the link from my email could have easily populated this input field for me so I wouldn’t need to go back to my Inbox and dig up the number.Īfter that it was on to the obligatory User Name, Password, Re-type Password, Challenge question set of input fields. That was in my email right? Form design tip three: use smart defaults whenever possible.
The first input was my President’s Club number. That’s great but I’m trying to activate my account am I in the right place? Form design tip two: be explicit about what each form is for.Īfter slogging through the introductory text, I determined I was in the right place after all and dived into filling in the form. The “activate account” link took me to a page titled “Manage Your Fairmont Profile”. Form design tip one: don’t hide forms when you want people to complete them. After a bit of digging I found the “activate account” link at the bottom of the Sign In section which required a click to expose. Instead, I was directed to the Fairmont Hotels home page and left to fend for myself. Unfortunately, this didn’t take me to a page where I could do so. Being convinced of the benefits of membership by the hotel’s clerk, I signed up and shortly thereafter received the following note in my email Inbox.Īfter reading the overview, I decided to take their recommendation and “Activate my online account”. During a recent stay at a Fairmont Hotel, I was asked to join their frequent traveler program –the Fairmont President’s Club.
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