I am continually amazed at how companies decide they want to save money and increase customer satisfaction by taking customer service to the web…and then they completely flub the user experience. As seen above, United Healthcare has taken complication to a whole new level. If I get this right, you have to enter a number as part of your username, unless you enter an email address, in which case you do not. Plus you can use some special characters but not all. Why not bar all special characters? Why not say ‘no numbers’?

This company should lookat how Google or Yahoo let people choose usernames.