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Perception and Reality: which one is true?

Yesterday I decided to make a bank transfer with my smartphone. It was impossible. I am not sure whether the problem was from my operator, the app of the bank, my smartphone, the bank or they were all a bit guilty. The fact is that I had to call my bank like 25 years ago, for being able to finally transfer the money.

It is not easy to identify who is responsible for the final user experience when the experience has not been positive, specially when we deal with an increasingly complex digital value chain with more and more actors (operating system, smartphone manufacturer, operator, network provider, content provider, cloud, browser, etc.).

Added to this complexity, the weakest link of the chain (understood positively) usually ends up being the user himself.

When I take a look back, the most likely option is that I was using wrong bank’s app. Therefore, the responsibility for not having successfully completed the transfer would have been definitely mine (REALITY). However, I am still angry (PERCEPTION) with the bank and my operator.

The digital transformation ongoing aims to make our lives simpler therefore more agile, but also more traceable. This will allow us to objectively measure the user experience and to be able to determine if I was wrong, or if my perception was justified, and it was indeed a problem of any other link in the digital chain. And within the digital chain, it will also allow us to know exactly which of the actors was the one failing on each occasion.

Welcome then to the era of REALITY. If you want to join up, MedUX can, for sure, help you.

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