This is quite an interesting question - a complaint system. I would start by asking how people make complaints, what does it mean to be a "good recipient" of a complaint (in the real world or online), and how to you handle local versus global complaints about a product (global here being more wholistic complaints that are not focused on a particular single thing). What are the metaphors related to complaining? There is sometimes a suggestion box and at some hospital now, compliants are handled by a special person who is versed on reducing the hostility of the complainer, and educating the staff how to avoid complaints in the future. Metaphors of complaints can be verbal (loud yelling). Filtering of complaints is extra work for the complainer who just wants to complain. I have stepped through some complaint system that have 3-4 levels of drop-down list that expose more and more detail when all I want to do is report a violation of civility.
Perhaps a recommended system can parse the text of a complaint and offer suggestions that don't require too much work. One side issue of a complaint is feedback about what has happened and what will happen and acknowledgements. I find it useful when a system comes back and says that within 48 hours I will receive a note about my complaint and how it is being handled. Another way to look at complaints would be to look at compliment systems. I recently used the "compliment" system for Lufthansa Airlines who did a wonderful job and who sent me an even more detailed explanation about why my flight from Florence was almost 2 hours late. You might even try the method called reverse brainstorming where instead of asking how you can make a good complaint system, brainstorm all the bad ways to design one and then consider ways to improve the badness, the method of reverse brainstorming can often be quite useful. You have quite an interesting problem here. Chauncey On Tue, Apr 29, 2008 at 4:14 AM, Erik Bazuin <[EMAIL PROTECTED]> wrote: > > Hey all, > > What do the Interaction Designers here think is the best way for making a > complaint through the internet. > Im working on a complaint system. People need to specify there complaint > (Location / Complaint base on..) I was thinking of filtering it down with > dropdown lists, but im not quite sure this is the right thing to do . > > What do you all think?? > > Greetings erik > Erik Bazuin http://www.b2interactive.nl > > Telefoonnummer: > > GSM: 0634491059 > > Email: [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL > PROTECTED] > _________________________________________________________________ > Express yourself instantly with MSN Messenger! Download today it's FREE! > http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ > ________________________________________________________________ > Welcome to the Interaction Design Association (IxDA)! > To post to this list ....... [EMAIL PROTECTED] > Unsubscribe ................ http://www.ixda.org/unsubscribe > List Guidelines ............ http://www.ixda.org/guidelines > List Help .................. http://www.ixda.org/help > ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [EMAIL PROTECTED] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
