customer service #fail

Here's a short email chain that demonstrates an extreme terrible interaction paradigm. It's really making me upset, so I though I'd vent by posting it here. Godwilling, there will be no continuation to keep you updated about!

From aetnahealth@...[redacted] to daniel erwin

Hello,

For your protection, the content of this message has been sent securely by Aetna using
encryption technology. For more information about Aetna's use of encryption please visit
this website http://www.aetna.com/aboutaetna/safeguard_data.htm.

Steps to open your secure message:
1. Please double click on the attachment labeled securedoc.html to begin the process of
decrypting your message.
2. When you open the attachment you will see Aetna's secure envelope. This envelope
contains your encrypted message. There are two ways of opening the envelope.

Preferred method:

By clicking the "open" button you will be offered the opportunity to download a
small application (applet) that will enable you to open the message directly on
your computer (c: drive). By choosing this option and selecting "always" any
future messages that you receive from Aetna will be opened on your computer
without further installation. This method may take a few extra minutes initially
(depending on your machine and the speed of your connection to the internet), but
overall will result in faster / more efficient message retrieval.


Alternate method:

If you cannot, or choose not to download the application click on the link
labeled "here". This option will allow you to open the secure email without having to
download anything to your computer, but may result in slower retrieval of your
secure message.


Saving your message:
The securedoc.html that you clicked to begin the process actually retrieves a key from Aetna
which is used to open (or decrypt) your message. The key will expire in 90 days. If you would
like to save your message for later review, you should save a copy of the unencrypted message.
How you save email will vary depending on your email service. If you are unsure, please use
the help function of your email service and look for topics like: saving, saving messages, storing
messages.

If you experience any problems, please contact 1-800-237-7476, option 4 (Secure Email)
during normal business hours; 8AM to 6PM E.S.T.




This e-mail may contain confidential or privileged information. If
you think you have received this e-mail in error, please advise the
sender by reply e-mail and then delete this e-mail immediately.
Thank you. Aetna
securedoc.html securedoc.html
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From daniel erwin to studenthelp

show details 3:42 PM (0 minutes ago)

Hello,

For your edification, I'll explain in detail how and why I failed to open your encrypted message. For more information about user-centered design and how to make software that's easy for people to understand and use, please visit Boxes and Arrows Interaction Design Blog

1. I don't care enough about this one message to want to go through multiple steps to receive the answer. I asked about the end-date of my policy, not whether I'm covered for some horrible STD - I don't care if you post it on the front page of your damn site! Don't make me work for this - that's almost as bad as waiting on hold for 20 minutes.

2. I don't want to download anything and save it on my hard drive. Don't you realize this is how a hacker would compromise my machine? And I won't download it even to save a few minutes of getting the info another way, because I have no reason to believe your message didn't originate from somebody who picked up an Aetna employee's laptop from the back of their unlocked Honda in a bennigan's parking lot. In fact, this seems pretty likely, considering how strange it is that you're trying to use this odd method of showing me an encrypted message.

3. It's perfectly secure - and a widely-recognized standard - to send me a link that says "Please login to view your message."

4. There's no way I'm going to call your tech support line to fix an email. I only did this via email so I wouldn't have to get on the phone in the first place!

Good luck, and goodbye.
Daniel
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