Communicating Expectations to Consumers

As we mentioned in the post about consumer experience, we learned about the advantages of communicating expectations to consumers. Suggestions include adding a “submitted” or “in progress” notice after the customer clicks “check my eligibility” to show that the system is processing their request (otherwise, the customer may click on the button several times, and become frustrated).

Another suggestion was to communicate the progress of the eligibility check in detail – for example, showing steps or a percentage complete – so consumers are reassured that the system is in progress, are more engaged during the wait time, and assured that their screen did not freeze.

In the next post, we’ll cover what happens when the National Verifier cannot find the customer’s record in a data source, which requires a manual document upload.

Author: lifelineprogram

The Lifeline Program helps families in need afford voice and broadband connectivity services.

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