Poor UX/UI - and subsequent poor customer management
Poor CS: Given all of the above, interrupting a game because a player thought they’d checked in but obviously had issues using your app is really appalling. We’re paying customers, if you absolutely must check that everything has worked either check before the game starts or wait till it finishes. These types of behaviours by staff turn people off wanting to play through your club, or play at all.
I get that you had to turn things around pretty quickly with checkins for COVID requirements, but if users are still struggling to use your app or technology after this time then maybe you need to do some user testing to check that it’s definitely not your app stability or app design.
Response from developer
Hi BesD, In your first point you've made some great points that we mostly agree with, so much so that they are already on the way. In Version 6.0 which is due in late June, you will see the following: - Ability to use your camera which will open the app at the point required to select your team - The My Fixture section is getting a complete overhaul and many of the points you have addressed such as: removing some of the tabs and search icon and streamlining them, including quicker view to your saved teams. - The QR section will remember your team previously selected making it even quicker to check in. We would like to correct you on a couple of points; You are incorrect to suggest that 'majority of your users do not use' with regards to our menu and we keep important data on what is and is not used within our app of the over 15,000 devices that are registered. This is factually incorrect and every menu item is used besides Tournaments (and thats only for the moment until Tournaments return later this year). While all players are paying customers they are also bound by our Terms of Service, which we have communicated very clearly to all team captains and this includes each captain signing a waiver to agree to those terms and ensuring those players follow the terms. Over 5,000 players successfully check in every week with no issues, only a small minority might have some issues which is why we have been educating players this week. It is essential that a player is marked off as having played in order to be covered by insurance. This is a common policy and has always been in place (prior to the QR team captains had to tick players off) and we would much prefer that at the end of a quarter or set, we quickly get a player checked in, rather than they injure themselves and have no coverage which can especially happen with players who run in late. This, we believe, is responsible customer service to our paying customers. The system also proves a great tool for player qualification for finals. We can assure you that, at no point do we force you to download our app. This again has been communicated to Captains. Any player that does not have a phone or simply does not want to use the system or download the app, have the ability to use the manual check in, at the desk. We hate to think that anyone would dislike playing with our competitions however, we have been overwhelmingly supported by our clients for our responsive action to COVID and QR systems within our app, that is very expensive to implement despite 9 months of lockdown and still going through a major financial recovery. We hope you will reconsider your review after version 6.0 is released.
