I recently came across a story about an approach to UX testing being used by Wells Fargo which highlights the importance of experimenting with different ways to conduct UX testing.
At one of its downtown San Francisco branches, Wells Fargo has set up an area called ‘Digital Express’. This section of the branch provides customers with a series of tablets demonstrating proposed new new digital banking features/functions. Customers can interact with the prototype solutions and provide quick and direct feedback to the bank, thus allowing the Wells Fargo product development team to ‘…test fast failures in a matter of weeks, rather than months or years’.
It’s an excellent example of the different ways in which UX testing can be conducted.
The second day of Finovate Spring 2016 provided over 30 presentations on a range of perspectives across digital on-boarding, roboadvice, data analysis and security. As with day 1, a common theme seemed evident: a combination of digital self service + human interaction + artificial intelligence.
I’ve previously written about a selection of Day 1 presenters; here are a few highlights from Day 2.
Initially I awaited its arrival with interest. I trialed it with enthusiasm to learn how this new bit of hardware might help, and maybe even transform, my life.
But over time I found that I was using it less and less, the usability issues became harder to accommodate and the incessant buzzing on my wrist became more irritating than helpful.
And so, along with many people, I drifted away from its use. It wasn’t a deliberate decision; more a question of losing interest. And so for the last six months my Apple Watch has been relegated to the role of test device for app development.
That’s not to say that there aren’t many people who love their Apple Watch. There are plenty of people who love being so intimately aware of incoming phone calls, upcoming meetings, text messages, driving instructions, etc. And there is a sizable population who like it for its fitness and health benefits.
It’s just that I’m not one of them. I don’t use the fitness monitoring; I’m more irritated than excited by the alerts; and to be honest, I don’t like that it looks less like a a quality time piece and more like a small phone strapped to my wrist. Call me traditional… but it doesn’t help that I don’t like its appearance.
However, the other day, ANZ launched Apple Pay in Australia (disclosure: I’m an ANZ customer) and I tried out Apple Pay, both on the phone and on the watch: and I think I might be prepared to change my mind.
These days it seems the news is full of stories about autonomous driving.
The other day I came across the video below. It shows what can happen when an unprepared person is placed behind the wheel of a self-driving car. In this case, the car was a Tesla in autopilot mode and the driver was the owner’s mother.
The video highlights what can happen when standard expectations confront new modes of behaviour associated with technological innovation. In this case the disjuncture is hugely discomforting for the lady sitting in a Tesla Model S.
But Tesla is not alone in developing self-driving cars.
Over the last six months, the news for Apple Pay has been pretty mixed. While the payments system has grown its footprint internationally and recorded some successes, US experience has been far from stellar.
The key trend emerging is that while US consumers are happy to trial Apple Pay, ongoing usage is disappointing. In fact, repeat usage is declining, as reported here, here, and here (there’s lots more) which must be of great concern to Apple.