Overall Notes

• 15 contacts:
  • 4 reach out from app, 11 NPS answers
  • 6 emails, 9 interviews

Untitled

Issues & Proposed Solutions

Classified by:

1. Prove or disprove an existing hypothesis
2. Highlights new opportunities

2. more specific options | 1. on sprint 92 | yes | | No clear notifications on failed transactions | User doesnt know the reason (ie false exp date), vendor not approved | Improve transaction error messages:

• fetch adyen data and display
• or improve the ‘try again’ to ‘verify your data, amke sure you are online and try again’ | research if we can do this and decide if we move fw | yes | | Logouts & DT 4/14 | User gets logged out Requiring them to log in again to show their Deutschland-Ticket when they have low internet connectivity. This process is complicated and stressful, especially when the ticket inspector is present. “I suggest remaining logged in and having the app update the ticket in the background.” | They suggest remaining logged in and having the app update the ticket in the background as a choice in the app → Could we offer at the end of the flow a opt in option for ticket to load in the background? | 1. keep an eye on log outs.

2. improve offline warning for offline (done)

3. research into bkg ticket update | yes | | DT & Wallets | • 4/5 were unaware of the Deutschland-Ticket add to wallet, 2 knew about email

• the really liked it when told about it, even if not ideal to have to add every month | 1. Better “product marketing” of new features

2. move “add to wallet” to more prominent place: home and end of purchase flow → See more to “More> ” ? | create design and ticket | yes | | some MC and wallet | -some MC (recurrent) users dont know that they can add to wallet, they are very happy to learn yes. -sometimes they didnt see it because is not the recogizable button -when they do they expect to happen automatically and whne it doesnt ‘i’ll do later’, but will they? | • is there a way to track how many people have added the MC to wallets? → need to make add to wallet info more prominent
3. add to home page?
4. add as part of the allocation info? | | new | | DT Emails + notifications | users that might have ‘seen’ the message or email, but not read beyond headline | write a clearer headline and email preview like this → Change message “your DT is here, open your app or add to your wallet” → Could we send a push if=ticket available but not in cache to open the app/add to wallet? | | new | | Operators FC | 1. FC potential user felt like “he needed read about it” to see if he could use it. he had no idea about needing it to use another app.
5. Another user, selected FC then saw the PACE and ryd logos and understood | 1. Recurring feedback: for FC users the change in paying habit is bigger. this ‘operator’ friction is where we should focus
6. focus on the fact they need another app and NOT add to apple wallet.
7. maybe a prompt when they finish activating their card? (onboarding) | 1-2. ‘quick fix’ for next sprint 3.. ideas board | yes | | users forget pay password | users forget setting and the password to approve adyen payment | updated wording last sprint. lets keep an eye on it | ‣

• could we add to the keychain? | yes | | Allocation page text is too generic and leads to confusion | some users get confused with what product that they would like to choose. bc some text is too generic ie MC “buy DT when available” (no, i cant use this card with DB), DT ” Buy directly” (i thought my employer pays for it) | vary content depending on product type | especially for MC vs FC nd all types of DT | new (insight) | | Unhappy bc I'm forced to use to NAVIT | only 1 user replied to the email but said not interested | | | new | | Activate notifications warning | when turned off 2 users complained that we keep on asking when coming into the app. they where DT users | improve timing? maybe every other 10th log in. | | new | | Apobank | They thought we send too many emails and when they got mine in english, they thought it was spam and complained to IT. | removed from the contact list | | | | product clarity | Some users lack clarity on what can they do with each product. common cmisconceptios are:
• i can buy the DT and 29 with MC
• I can pay Miles/car rental with FC
• I can fuel with MC | - better onboarding, as operators screen might be too late for them to change back | | ongoing from onboarding user testing | | Paying abroad | Users get rejected when paying abroad OR dont know for sure if it will work | - Operators search bar.
• link to an FAQ: “Request to add an operator to NAVIT” | | | | “Failed transaction” follow up | User was not able to add the credit card in other app eventhough he had balance. He had not tried again, so he doesnt know if fixed. | | | |

Interviews

User Feedback Repository