For the unfortunate customers who own a Chevy Cobalt, GM has created a dedicated recall website.
The site includes a series of Q&A and links to a "gallery" of videos between 23 and 48 seconds long. The site als0 includes this graphic and a video that repeats this "3-Point Check Plan."
- Assess the short videos on the website: what works well, and what could be improved?
- The "3-Point Check Plan" tells customers what to do with their key chain, that they should talk to the dealer, and how to reach the company. Do we need a graphic and a video for that? Are GM's communications too simple? Or am I underestimating what customers need?