Complexity is a Self-Service Killer | I Want it NOW

The moment you enter McDonald’s the clock starts ticking. You want to get in and out as quickly as possible. You’re trying to fill a hole in your stomach without filling a hole in your pocket.

Source: iwantitnow.walkme.com

When self-service works then there are less calls to the Help center, more customers complete their tasks, and less mistakes are made. Self-service is wonderful. When it works. When it’s not being killed by complexity