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Designing & developing the unhappy flow
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roelfjan
March 16, 2015
Programming
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Designing & developing the unhappy flow
roelfjan
March 16, 2015
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Transcript
DESIGNING & DEVELOPING The unhappy flow Photo by Ana Gabriela
Góest Roelf-Jan de Vries - Q42
Offline
Online
The unhappy flow What’s in a name?
The user is helped The user gives up The user
accepts it
“This is not where I searched for!” “I’m doing it
wrong!? What am I doing wrong?” “Is my purchase processed properly?” Photo of huishoudblog
6 Guide for improving unhappy flows
1. Communicate the problem clearly, with the solution
None
None
Highlight the problem
2. Speak the language of the user
None
- OR -
We can’t contact you on that phone number. Please enter
a phone number with 10 digits. You entered an incorrect phone number Better
3. Handle technical problems properly
Page not found (404, 500) https://speakerdeck.com/mkadijk/swift-or-objectivec
Loading...
Connection lost
4. Be a helping hand
Form feedback
Correct errors
5. When having no results, give the user an alternative
Alternatives
None
Empty list
6. Give a fallback when certain conditions cannot be met
Browsers, versions, devices...
Option 1: Greater Anglia national-rail, Victoria line, Bakerloo line, 65
mins Greater Anglia to Tottenham Hale Rail Station Victoria line to Oxford Circus Underground Station Bakerloo line to Paddington Underground Station Departs 20.30 Arrives 21:35 Total time: 1hr 5 mins > View Details Accessibility
Just fix it
Questions?