Dear friendly people of
Tune Money,
I just signed up for the
Tune Card, after receiving confirmation via your Customer Service team that I can transfer funds from PayPal. Well, I will leave that bit for another time. Here's a review of my experience thus far.
My experience with the application, collection and activation process has been far from perfect. I am sure that this is all part and parcel of "growing up", so here's a list of improvements that I believe will make the experience a more pleasant and memorable one for your new users.
1. Treat first-timers like gold: After clicking Apply Now and acknowledging the T&C, I am taken to a page with login fields. Then I notice the secret passage way for first-time customers. What's up? The average user will always assume that signing up means a fresh application process, irrespective of whether your million-dollar back-end system ties all products to a single username.
Solution: scrap the extra click, and find another way to accommodate existing users.
2. Make your forms smarter: Have you seen it lately? SIX steps, and it's probably the longest forms I've filled since Google thought us all about
simplicity goodness.
Granted you are in the business of money, where trust and security is paramount. But then again, why can't you break the norm and simplify or at least make the experience better?
Solutions:
- 6 steps - what are they? Can you tell me up front?
- Tune Money ID - make this the first focus if all applications ride on a single username. Perhaps then it would simplify the task of saving and continuing with my form at my convenience
- Test your form in Firefox - it's broken in some places where Javascript is required. Savvy users won't spread a good word if your forms break
- Hide what is not necessary until it is really needed. E.g. "Tick here if Permanent Address is same as Mailing Address". Perhaps just show me the additional fields if I need it
3. Username & password validation: Gosh, this is worse than the other local banks I am with. And NO, having more conditions for the password isn't going to make it more secure. People will just create the weakest string and write it down on a post-it.
Bruce Schneier covers the topic of real world password security. I'd suggest picking up some pointers from him.
4. Security questions: "What is my dream car?" But what if this changes next year when Ferrari gets bought over by Proton? Stick with factual and historical questions. Ask Citibank - they've done a good job with this.
5. Popup madness: Seriously, have you seen how your site works with popups? It's horendous, and the inability to switch back to my main window for reference is a nightmare.
6. Remind me, it's free: I opted to collect my card from the local post office. Why not remind me via email - perhaps once it's ready for collection, or 24 hours before the targeted collection date. Fortunately, I put this down on my Nokia calendar.
7. Make it a real surprise: I would have preferred if I had the chance to open up the envelope myself. Instead, it turns out that the post office clerk has that first right. Supposedly, they have to tear off the bottom half of the confirmation slip. Think about it - most of your users are likely to be first time card holders. Why not give them that great feeling of opening up the envelope, and pulling out their Tune Card - wouldn't that be nice?
8. The little things count: Look at the mess I had to take home. The envelope was ripped because it was glued to the stack of papers inside. Moreover, the fee sheet had to be ripped out. I am sure this is just a minor anomaly, hence a heads up here for your attention.
9. Activation process: Show it to me upon login. The screen below is a few extra unnecessary clicks away.
10. Personalised emails: Just like how your team is pioneering real faces on your ads, why not put a real person behind the email replies and notifications?
I do believe that Tune Card is on to something good and great. Here's to its continued success. In the meantime, I hope it doesn't let me down with the things I want it to do for me =)
Labels: malaysia, tunemoney, user experience
