Some time ago, I received an email telling me that one of my account statements was ready. The email contained a link to view the statement.
This was a lie.
Actually viewing the statement was so complicated that I often simply gave up. Eventually, after succeeding one time, I wrote down the steps so I could do it again.
- Click the link. This takes me to the Microsoft benefits site. Follow the sign-in instructions.
- On the page you are sent to after signing in, there is a hidden link: Go to the flyout in the upper right corner, and open it. In the flyout, click Manage my account. This takes you to an account page.
- On the account page, there is another hidden link: Go to the flyout near the upper right corner (not in the extreme upper right corner), and open it. In the flyout, click Statements. This takes you to another page.
- On that page, scroll down until you see where it says “To view your statements, click here,” and click it. This takes you to another page.
- The page you are sent to is completely empty except for a single button that says Statements. Click it. This takes you to another page.
- This page is an interstitial page. After a few seconds, you are automatically redirected.
- Finally you are on a page that has your statements. Click the statement you want to view or download.
Thankfully, Microsoft changed providers a few years ago,¹ and the new statement notification email just takes you straight to a page that (after you sign in) has your statement. Furthermore, if you go straight to the sign-in page rather than using the deep link in the notification email, the new site’s home page has a tab called Documents that lists your statements.
Thank you, new provider, for actually doing usability testing for the scenario “See my most recent statement.”
¹ That old site was terrible. I was never sure how to get the information I wanted, and when I tried to find it, I often found myself going in circles. “But look at our engagement numbers! People stay on the site for hours!”