Project 1 - Frequent Commute Modal Error [3 weeks]
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What is it?
Daily KM error for frequent commute modal
Collaborated with:
Problem statement
Customers can experience technical errors when inputting daily kilometres that exceed three digits. Some key factors were:
Daily km that exceeds three digits is recognized as business commute instead of daily commute by the system.
My task was to come up with recommendation to best handle the error case scenario.
Business direction was leaning more toward introducing an error in the modal, on the page or combination of both.
Research & Analysis
My research showed that technical errors within the product were handled by error message, an alert and as hard roadblock.
Error message (common)
In case of user error, it triggers an alert near the related field/component.
An alert (rare)
In case of user error, it triggers an alert near the related field/component/page.
Hard roadblock (rare)
When user failed technical or fit criteria for the product, hard roadblock is introduced.
Insights
Data finding
The error triggered once in 25 days out of 1917 users, so it was occurring at 0.05%.
Flow friction & efforts
The user needed to be guided through the flow with minimal effort with minor UI changes.
Unclear warning alert
Previous research showed visible warning with no clarity can increase drop.
Ideation 1.1
To narrow the scope, I've decided to brainstorm.
From the brainstorm, I've excluded 2 options:
Hard roadblock - we wanted user to continue down the happy path flow.
Excessive warning message was disruptive and could trigger increase in drop-off rate.
Ideation 1.2
Disabled button
Error message + disabled button.
Clear error
An error message with associated field.
Contact person copy
Error message copy to contact call centre.
Progressive warning
Warning icon and error message combined.
Feedback
I've received internal design feedback for alignment and designers (Vera & Jade) would like to see an exploration of a warning alert and ways that user can continue despite the technical error.
User need
User needs to provide precise and accurate data about their daily commute based on their understanding of what constitutes a "one-way daily commute".
Refinement
it was quickly realized that this scenario behaviour already exist in the product and past design solution was hard roadblock.
Trade-offs
Hard roadblock is more effort for the development because it creates a new story that must be managed and handled.
There wasn't a win-win situation to retain user who have inputed daily km that exceeds three digits.
Even with warning or error message presented to the user, the user will be forced to lie.
Final design directions
With awareness that this edge case was a rare occurrence (0.05%), the product and design aligned with hard roadblock design direction.
