3 out of 12 users where Hellofresh users. No other companies had repeats
I spent quite sometime with users (daiichi, genesis, spryker) that had issues unrelated to feedback, but since they called etc, and I got some UX feedback from them I could not let them hanging. Question to the round is: should I limit the reach out to our top 18 accounts?
Overall User Experience
Users appreciate the app’s core functionality but encounter some specific issues that impact their satisfaction. nevertheless they are appreciating the improvements.
Once issues are resolved, users are generally satisfied.
Users appreciate moments of automation ie auto-refill of their budget. Users generally prefer minimal interaction with the app, valuing seamless background operations
The integration of the virtual credit card with services works well post-setup.
Issues & Proposed Solutions
Reason / Issue
Proposed Solutions
Deutschland ticket auto renewal. Would be extremely appreciated. This could move our app, from merely performing the task to improving the life
1. Push notification and email to open and load ticket (bare minimum)
Are we adding the link to download to wallet in the email?
Look into ways we can update ticket in the background: how does dBahn do it? | 3 |
| As a new user they wanted to see what providers were available and not. | • Improve the process for adding new providers→ maybe a link to a request form in the providers area?
• Maintain an updated list of supported providers and ensure seamless integration.
• Maybe a search list for providers?
• Clarify that flights are not included | 3 |
| Didn’t know that airplanes where not included. Because “public transport” for them includes airplanes | 1. Clarify on the allocation selection “airplanes not included in MC” → ‣
Improve “providers” section
add in FAQ. | 2 |
| No clear errors / warnings: I get an error or warning but It is not clear what is happening. example: transaction holds and cancellations, | evaluate and rewrite | 3 |
| Delayed/inaccurate CS response | Improve FAQs and any other methods to solve users questions so that they free up CS time | 3 |
| Communication Clarity: Company late payment | Improve wording for clarity done | 2 |
| Communication Clarity: some users were left unatended while we are trying to solve their issues | provide a “status” or “closing case” email even if the problem is something we as NAVIT cannot solve | 3 |
| As a new user they didn’t know what is → will a I get a physical card? how do I use this card, this include FC | Improve user onboarding | 2 |
| PDF upload for PTR | Allow PDF upload for PTR | 2 |
| Card goes dark in between apps | Could we remove this restriction now that we have move to Adyen? | 2 |
| Users have small leftover balances on virtual credit cards | Clearly communicate to users the limitations imposed by tax regulations and provide guidance on optimizing their budget usage. | 2 |
| Communication Clarity: Pairing emails from Adyen are unbranded and come from do-not-reply@Adyen. people have to guess | look into ways to add brand on that communication | 1 |
| What happens when i leave the company or I change benefits> | Add FAQ for this | 1 |