Dwolla’s Neat UI Trick (Step-By-Step)

January 6, 2012 4:49 am

Well this is an out-of-pattern post at statspotting – this post is a reaction to a WTF moment I had with Dwolla today. It feels real bad to feel stupid. Really.

(I had to open a new account with a different phone number just to get the screenshots. I took the option of taking the pain and shouting out loud. I really, really wanted to write this post with screenshots)

1. Opening a Dwolla account was a breeze. Typical email validation etc. wow.

2. Then comes a phone validation. wow.

3. Then comes this:

“Please Verify Your Social Security Number. Your security is very important to us!Verifying your Social Security Number will help us keep your account secure by limiting fraudulent activity. If you do not know or have your Social Security number, we require that you upload a photo ID (e.g. driver’s license, passport). Once uploaded, this could take 1-2 business days to process. Upload Photo ID”

(Screenshot below)

One would believe that the process of uploading photo ids introduces a delay,and hence would just go ahead with sharing the SSN- assuming that he or she just wants to open an account immediately. Simple? I think so. Then, once you share your SSN, thinking that you will now NOT have the 1-2 day delay in verifying your identity, you see this:

“Thank you for providing your SSN. Dwolla support will review the SSN for account verification. You will receive an email after a customer service representative has reviewed the account.This process is typically complete within 1-2 business days.”

(Screenshot below)

WHY DID THEY NOT TELL ME IN THE FIRST SCREEN, THAT IT WILL TAKE 1-2 DAYS EVEN IF I PROVIDE MY SSN?

I cannot think of a single reason why they wouldn’t do that, except this: THEY JUST WANT YOUR SSN MORE THAN THEY WANT YOUR PHOTO ID. Simple.

It feels real bad to feel stupid. Really.

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