UX/Product Feedback: Multi-account friction is causing customer churn
As an app designer and Rover user, I love the platform's core concept, but the account management UX is causing serious user abandonment.
It is far too easy to accidentally create duplicate, fragmented accounts over time (Apple Sign-In vs. email vs. phone numbers). When users end up with multiple separate profiles and no intuitive way to link or merge them, the friction of dealing with standard customer support causes them to give up and delete the app.
The Fix: Implement an in-app "Link/Merge Accounts" flow. Let users verify a secondary email or phone number via an OTP (One-Time Password) to securely consolidate data.
Giving users a self-service way to resolve identity fragmentation will immediately lower support ticket volume and protect customer retention. I hope the product team considers this!
It is far too easy to accidentally create duplicate, fragmented accounts over time (Apple Sign-In vs. email vs. phone numbers). When users end up with multiple separate profiles and no intuitive way to link or merge them, the friction of dealing with standard customer support causes them to give up and delete the app.
The Fix: Implement an in-app "Link/Merge Accounts" flow. Let users verify a secondary email or phone number via an OTP (One-Time Password) to securely consolidate data.
Giving users a self-service way to resolve identity fragmentation will immediately lower support ticket volume and protect customer retention. I hope the product team considers this!
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TTroutTrev
Rover lets people be flaky
It's a great concept, and I'm sure there are good people out there, but what's the punishment for backing out at the last minute? Happened to me twice.
AAntonChagur
UX is counterintuitive
Not being able to filter by price and distance makes me never want to use the app. You can filter all these ancillary things except what matters.
Also- do the sitters get as many reminders to confirm bookings, or respond to requests because it’s annoying how many reach out to other sitter notifications I get, but many sitters have just ignored my requests.
Also- do the sitters get as many reminders to confirm bookings, or respond to requests because it’s annoying how many reach out to other sitter notifications I get, but many sitters have just ignored my requests.
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RReviews0099
Useless on an iPad
Why would I try and plan a visit picking over an iPhone key pad instead of exploring things on my iPad?
PBPR in Boston
Ridiculously not user friendly
I have had this app as a dog trainer/ daycare/ boarder/walker & sitter for years. They now want me to reeducate myself in my trade to their terms. Haha they are the most uneducated & unprofessional imbeciles in the business & do not offer any protection to the workers at all. I just keep my profile up and open so people can find me. I wouldn’t recommend this company to anyone. They are subpar at best. And if I could leave zero stars I would because I’ve had issues and they just blow me off.
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SSparkelletta
