My long-suffering partner finally gave up on her old mobile phone last week (or rather the screen gave up on her, after a couple of years of fairly heavy abuse) and she got a shiny new iPhone.
Since then, she’s spent several days berating the mobile banking app she was trying to set back up, as it resolutely refused to accept her passcode.
Over four days she has at least 20 attempts at putting the right passcode into the app, only to be told each time that the code “needed to be between 5 & 8 characters and a mixture of letters and numbers”.
This infuriated her.
She knows what her passcode is – it’s a 6 digit number, and yet, despite this seeming to fit the error description, it wasn’t being accepted.
She tried old passcodes, other banking PINs and passwords, all to no avail: the app wouldn’t let her proceed.
Last night, we were sitting in front of the telly (for the first time in about two weeks I might add) and, after another rant about how poor her bank is and several interesting suggestions about where they might put their app, I suggested she give setting it up another crack.
She put in all sorts of PINs and passwords and personal information as prompted and then got to a screen where she had to enter her debit card details and the dreaded passcode.
Again, the same error message appeared. At this point I, as a (slightly smug) independent observer, was able to quietly point out that the app was actually asking for her POSTcode.
The point of this post isn’t to make fun of my better half, to make her sound dumb (she’s far from it!), or even to demonstrate my problem solving skills, but to show that people aren’t very good at paying attention.
Despite knowing there was a problem, reading the error message several times, and desperately trying to work out what was wrong, my partner decided that it must be the app that was at fault, blamed the company and abandoned the process.
Look at your analytics and see how many users drop off at key steps and do the maths on that lost value.
What else could you do in the next day that would earn you as much money as spending some time making your process steps easier to follow and your error messages clearer?