Designing & developing the unhappy flow

Transcript

1. DESIGNING & DEVELOPING The unhappy flow Photo by Ana Gabriela Góest Roelf-Jan de Vries - Q42
2. Offline
3. Online
4. The unhappy flow What’s in a name?
5. The user is helped The user gives up The user accepts it
6. “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
7. 6 Guide for improving unhappy flows
8. 1. Communicate the problem clearly, with the solution
11. Highlight the problem
12. 2. Speak the language of the user
14. - OR -
15. We can’t contact you on that phone number. Please enter a phone number with 10 digits. You entered an incorrect phone number Better
16. 3. Handle technical problems properly
17. Page not found (404, 500) https://speakerdeck.com/mkadijk/swift-or-objectivec
18. Loading...
19. Connection lost
20. 4. Be a helping hand
21. Form feedback
22. Correct errors
23. 5. When having no results, give the user an alternative
24. Alternatives
26. Empty list
27. 6. Give a fallback when certain conditions cannot be met
28. Browsers, versions, devices...
29. 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
30. Just fix it
31. Questions?