Overall Notes

• First time only Top 15 Accounts were reached out to

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Issues & Proposed Solutions

Classified by:

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

2. or adding it to the list on PTR so it is easier to find | 1. Upsell to companies
3. small fix to PTR upload ticket | 1. already relayed to sales 2. Add it as a ‘ticket type choice’ in PTR upload | | NPS questionnaire | • They are regularly happy about using the app and sees it as a nice benefit from their job when there is a larger budget involved. One bad experience triggers a low NPS when asked at the wrong time. | 1. change time of prompt,
4. more specific options | 1. on sprint 92 | | 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 | | Logouts & DT | 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 teh app

improve offline warning (i did a super quickfix with tiago, but we can definitely just do better, with no too much effort) | 1. keep an eye on log outs.

2. improve offline warning: create ticket with this ‣ | | DT | • 2 were unaware of the Deutschland-Ticket email feature

• 1 knew and found it very nice to be notified, but he doesn’t then open the app. • unable to take a screenshot due to security restrictions. | 1. Better “product marketing” of new features

2. remove dark security for DT android (newer version of the app) | 1. check if it is in ideas board
3. can we? | | 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.
4. 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
5. focus on the fact they need another app and NOT add to apple wallet.
6. maybe a prompt when they finish activating their card? (onboarding) | 1-2. ‘quick fix’ for next sprint 3.. ideas board | | FC piece of random feedback | User set up PACE first and had issues logging in and swapped to ryd and now is fine | | | | Allocation selection clarity | Allocation only says “choose 2 products”, but that doesn’t explain the why. | better error handling on a third selection attempt | included on allocation page improvements | | users forget pay password | users forget setting and the password to approve adyen payment | update content | ‣

• could we add to the keychain? | | Operators MC | MC users have a better understanding on what providers they can use. • They normally just try to add the card and use it • They like to continue to use what they used before and only changing the card. | | | | Top up, small budget or low budget issues | A lot of times the users are willing to pay the difference personally, but providers do not permit this, resulting in failed transactions when the budget was inadequate. They tag NPS with “failed transactions” | • Top up NAVIT with personal funds | none |

Interviews

User Feedback Repository