I’m currently working on functional specifications for an e-commerce project. It’s always “fun” to be on the short end of the stick, e.g. the customer’s side. So I decided to write down what happened to me last night when I was trying to print shipping labels on DHL’s site:

They offer me two options for printing, a Java applet or a PDF download. Do “normal” people know what a Java applet is? Either way, I choose PDF and the label opens in my trusted Foxit PDF reader.

This looks wrong. The label is illegible, having written “example” all over it. After reading the FAQ it turns out I need Adobe’s PDF reader. I download & install it, when I open the PDF again I see two buttons: “test print” and “print for real”.

Testing is for chickens so I just print for real. Adobe PDF says it needs to connect to some server at DHL to figure out its thing. Then it tells me printing failed. Fair enough, I click “print for real” again. Now it tells me my label was already printed and doing so again would not be allowed because I’m probably  cheating on DHL.
Let’s try the Java applet.  Turns out my browser didn’t even have a Java runtime installed.
So I figure out how to get the Java runtime up and running on my Firefox 3 RC. Finally the applet shows and I get the same message again. Can’t print because I printed already.

I would have given up here if I didn’t already pay for shipping.

They have an option to chat with consumer service, but no luck again because we’re already past office time. Didn’t know websites have office times. Email or Phone? I’m kind of pissed now and don’t want to have to wait 24 hours for somebody to get back to me.

I get on the phone. The service agent is friendly. At least they know they have a website out there.
After some back and forth (“Why didn’t you test print first?”) they decide to “reset” my printing token and I get to print again.
This time I do the PDF test print. It works. Then the real print, which works now too.

Learnings?

• People don’t read your instructions or FAQ’s unless they have a problem. Don’t rely on them knowing what they’re doing before they do.
• If I play around with it, I shouldn’t be able to get myself into a corner I can’t get out off on my own.
• Don’t make assumptions which software I’m using, try to find the lowest common denominator.
• “Portable” Document Format my ass.
• I happened to know what a Java applet is and how to install crap to make it running, but most people wont.
• Don’t offer online chat if you can’t have somebody there 24/7.
• Last time I shipped something with UPS they send me an email with an link to an image containing the label. That was plain, simple, low tech and worked.