When you frequent a particular shop and become a regular customer, I noticed that often times cashiers start to rely on your (i.e consumer app) payment receipt rather than looking at their own merchant app for a payment confirmation.
So, typically you would scan a merchant QR code at a counter, enter the amount, slide to pay and show the receipt screen to a cashier and go on with your life. Smooth experience, right?
However, there is a slight UX problem when you pay with Grab Points, because the screen looks like this (see below). And when a cashier sees RM 0.00, s/he gets confused. Obviously, for the below transaction I had paid the equivalent of RM 2.85 with my Grab Points. Continue reading →
Don’t you hate it when Waze takes you with a new route just because the new route is 1 minute faster than your preferred route?
I wish Waze had a Favorite Route feature where you could set an acceptable set of criteria for it and if the fastest route is not within the set criteria then Favorite Route would be automatically selected.
If you want this feature, please “like” and “retweet” this tweet of mine. Thanks.
I’m a heavy user of GrabCar services. I have been using GrabCar for the past 2-3 years intensively, I mostly use it for transportation purposes to and from the office.
One of the things I noticed while ordering a ride from Grab is that it prioritises your request to the closest drivers around you in distance. This algorithm probably works out fine most of the time for most of the locations, however in some edge cases this can work against a customer in a very negative way. I will give very specific location as an example.
Case Study: Berjaya Times Square
Take the Bukit Bintang area at rush hour, after work, between 6pm – 7:30pm, particularly Berjaya Times Square Mall.
Here is how the traffic conditions look during the rush hour, after office hours. Area shaded in red usually has a terrible traffic congestion during this time. It’s located right across the street, opposite of The Berjaya Times Square Mall.
Continue reading →
Lene Nielsen, who specializes in Personas has developed a “10 Steps to Personas” methodology. Below is an excerpt from her paper. Please follow the source link to read further, it’s worth to read.
“The persona method has developed from being a method for IT system development to being used in many other contexts, including development of products, marketing, planning of communication, and service design. Despite the fact that the method has existed since the late 1990s, there is still no clear definition of what the method encompasses. Common understanding is that the persona is a description of a fictitious person, but whether this description is based on assumptions or data is not clear, and opinions also differ on what the persona description should cover. Furthermore, there is no agreement on the benefits of the method in the design process; the benefits are seen as ranging from increasing the focus on users and their needs, to being an effective communication tool, to having direct design influence, such as leading to better design decisions and defining the product’s feature set.
A persona is not the same as an archetype or a person. The special aspect of a persona description is that you do not look at the entire person, but use the area of focus or domain you are working within as a lens to highlight the relevant attitudes and the specific context associated with the area of work.” source.
Download PDF from personas.dk
Initially I just wanted to provide some feedbacks to @MyMaybank via twitter, but there were simply too many things to tell, so I thought it would be easier to write a blog post about it.
Native mobile apps that are extensions of existing web services are a great way to make your service more accessible and enjoyable for your customers. If done correctly, it can boost your customer satisfaction and increase your customer loyalty.
Today I will be reviewing Maybank’s mobile app for iOS and giving some constructive critique. I hope they will take feedbacks of mine with an open heart and improve their app further, so that it can be a better app for their customers in general.
A big no-no – placing an ad on app startup
One of the big no-no’s in mobile app usability is to display an ad during the app startup. Because this slows down the process of user reaching to his objective (i.e main screen, where he wants to log into his account) thus increases his frustration. Because that’s what user wants to do, login to his account and do some transaction or check his account balance.
Well, Maybank thought that it would be a good idea to display a banner ad that lasts whole of 8 seconds (see screenshot to the left) until user sees the main screen of the app. These 8 seconds feels like 20 second for the user..
This is a typical problem in big corporations. Where different product managers who are in charge of different products (in this case Maybank Malaysia Open event) within the corporation are always fighting for eye balls and visibility on company’s website, mobile app, newsletters etc.
Suggestion: Get rid of the ad and make the app snappy, let it go straight to the main page. If startup image has to be placed, then it shouldn’t be longer than 1-3 seconds. Continue reading →
Everyone knows how great MailChimp is at what it does. As a tech startup, they have achieved a lot and they are definitely one of the startups who are doing things the right way. So, it’s only natural that when UX team of Mailchimp releases a new eBook that everyone should read it.
It’s an easy read. It’s divided into major sections like: Collaboration, Research, Design, Development and Refinement. It’s written from their own perspective, so there are a lot insights into how MailChimp approaches things like building a functional team, creating conducive office environment, how each team do what they do etc . I’m sure everyone can find something beneficial in it. I did.
Download the eBook: http://theuxreader.com