I was trying to change my Tesco clubcard contact details over the weekend and came across quite possibly one of the worst examples of a data entry form. I managed to do the upcoming process on my Nectar card in no time at all, so what happened when I came across Tesco Clubcard.
How To Successfully NOT Log In
I'm now going to go through the process of logging into the Tesco Clubcard account for the first time. You first come to the login screen below.
Tesco Clubcard Login Screen
I know I have logged into Tesco a long time ago when browsing their online grocery store, so I enter my email address and password. This must be the case I think because I am now taken to the screen below asking me to confirm my clubcard details page.
I am asked to register my Tesco Clubcard details for the first time
The Nightmare Begins - The First Attempt
So let's take a look at this form. I am required to enter my Clubcard number, first name, surname and postcode to get to confirm my details.
Firstly the Clubcard number is split into 2 sections as you can see below.
An example Tesco Clubcard - note the Clubcard number is in 2 sections
If you own a Nectar card, you will know that the Nectar card number is also split into 2 sections. When you are asked to fill it out online you only need to enter the 11 digits (the second section of numbers). This is also clearly shown on the login form and the text accompanying it.
The login form for Nectar card
There is clearly no mistaking which numbers you need to enter here is there? Enter my first name, surname and postcode, well I know all of those details so I will enter those in no problem. So what happens next?
My first attempt at logging in
Ok so I have entered something that is incorrect. All I am told at the top of the page is 'the details you have entered do not exactly match those on our system'. I have no idea which field is incorrect because none of them are highlighted - no line around the field box, change of colour within the field box or arrow next to the field box. Not even a mention at the top of the page.
I guess then I will have to look through the form myself and work out what data is wrong. It all looks fine to me, so let's try a few things then. I mean, how specifially correct does the data need to be to match the data on their systems?
Maybe I just need to get rid of the space in the postcode?
That hasn't worked...hmmmm
Let's not enter my middle initial, afterall this is the one field that is not required.
Another failed attempt
Ahh I've just spotted something, I need to enter my house no/name, or do I? I mean the option above says choose an address, and this I have done. This address already has a house number in it so do I really need to enter it again? Also the field 'or house no/number' does have the word 'or' at the beginning, so do I have to enter both or just one of these fields?
I'm getting desperate now, I'll try entering both.
That didn't work either
Maybe they have my details as my full first name, so I enter Christopher instead of Chris.
I'm starting to run out of ideas now.
I look at my Tesco Clubcard again and see my name is written down as Mr C Roberts, maybe I'll try entering C as my first name this time.
Oh an incorrect field has been indicated
Finally, they have indicated a field that is incorrect, better late than never I suppose. So at least I am now aware that I can't enter C as my first name. One final attempt anyone?
Let's go back to one of my first thoughts, which numbers do I enter from my Clubcard. I have been entering all my numbers, so let's try entering the last set of numbers like I do when I enter my Nectar card numbers in.
I think I am going to give up
So this idea hasn't worked, and the first name field is still highlighted red even though I have changed my name back to Chris like before.
It's all just a mess really, I can be quite stubborn using these forms trying to fill it out on my own, but I'm getting desperate now. I see there is a telphone number helpline in the bottom right hand corner, but that is my last option. I find it ludicrous I need to phone up someone how to fill a form in and a further waste of my time.
Where are the help pages?
There is no help relating to the form, but there is a general help button in the top right hand corner. Let's click on it.
Tesco Clubcard Help Section
After opening and collapsing a few heading sections I find what I'm after. Also note there is no search box, so I cannot manually search for what I am after, I have to just dig through their ugly looking page.
Ahh the second section has a link to video guide to filling out the form. Now I'm getting somewhere.
Registering For A Tesco Clubcard; Video Help Page
I look at this page and think it looks like this form is so easy, what am I doing wrong? Let's watch the video.
Well I don't get any further information at all really, I am just told to check my details, make sure they match my statement and that for security reasons they need to exactly match what is on their database. If they don't match? Well I need to phone up to verify them.
I am sure some people or Tesco themselves will say these security measures are needed for this product, all I can say is I set my Nectar card up in no time at all, and 30 minutes later I have given up using Tesco Clubcard's form.
I do hope Tesco take note and make some serious amends to this process and therfore make it a better experience for everyone. I do sometimes think that if I work in the digital industry and I struggle on this, my mum, dad, grandparents etc who have a Tesco Clubcard haven't got a hope.
Finally, just to add take a look at this post from Smashing Magazine on innovative techniques to simplify sign ups and log ins and Little Big Ideas look at the little UI tweaks that make a big difference.