Bad Digital Sunday

I had a bad digital Sunday yesterday. In the morning, I was at my bank's ATM to set a PIN for my new credit card. The bank didn't send me an OTP despite several tries. In the evening I ordered food from Box8, but they didn't deliver over 2 hours. When I enquired on the online chat, they apologized and promised that the problem would not happen again. When I asked whether my food was coming, it turns out that they they got the wrong number and could not deliver. How they got a different number is still a mystery. So instead of a proper meal, I had to manage with home made sandwiches.

What I wish to convey is that digital processes must have multiple options to achieve the desired result. In the physical world, there is usually a level of flexibility and help, but the digital world is very rigid and inflexible. The more we are dependent upon digital, more is the need for this flexibility to give customers a positive experience.