Khoi Vinh, former director of design at NYTimes.com describing the failure of the user experience of subscribing to one of the best newspapers in the world:
The total customer experience here is haphazard at best […] in truth there’s no way around it — it’s insulting. It shows a certain amount of disrespect to customers for a company to choose not to present a full accounting of available offers, displayed plainly and in an easy-to-compare chart, so that anyone can fully understand all of the options and decide quickly.
The Times as a business remains both in thrall of and a prisoner of its old print mathematics, wherein pricing for delivery of the physical newspaper was complicated and subject to frequent and fleeting special promotions. By design, print subscribers were never sure if they were getting the best deal on their subscriptions, and that mentality has transferred over to its digital business. The result is sadly hostile to those looking to subscribe, and gives the unmistakable impression that the company is gaming its customers.