My Burger King: Daunting Task of Responding to Surveys


I like taking surveys. I like taking survey that tell me in advance how much time they will take away from my limited existence on this planet. I take them even if they don’t offer some goodies or discounts. Why? because I like to help people give me better service text time. But sometimes horse falls at the first fence.

Last evening I went to Burger king outlet in Phoenix Mills, Parel (Mumbai, India) with my daughter. I wanted her to eat a real burger and not ask for some stupid toys. And were we model customers! We ate our burgers in peace and generally kept the table clean. Just then an attractive young girl in official looking attire walks upto me and smilingly requests me to fill out a survey. The carrot? A whopping 10% discount on my next order!

Here are the things that I, as a respondent, was supposed to do:

1] Go to the burger king website on my mobile device.This means I was to use my mobile device and mobile data. I would have appreciated if they just handed over a paper and pen. Perhaps an iPad, the way some of the restaurants have started doing nowadays.

2] Tap on the continue button so that the real survey starts. Hmm. Did I gave up my inheritance to them by clicking on that button? Don’t know. The text was too small to read.

3] Input a small number on my receipt. The number was difficult to read, so she offered to dictate that to me. Not type it herself. And I got to know why very soon.


Each of these text boxes took only 3 digits (except for the last one which took only 2). But every time I typed fourth digit, the field won’t take it! I had to MANUALLY tap on the next field and start typing. I was supposed to do this type+tapping 6 times. Just to start the survey. Now I know this can be easily done in markup. Credit card forms do this all the time.

Well I didn’t want to disappoint the girl, who incidentally, was just doing her job. So I did all that

4] Now I had to start answering the questions and that’s when I gave up. You can see here why –


Huh! I was sitting there, that means I was dining-in! What kind of stupid question was that??? But let it be. How was a poor web app to know? What scared me most was the ‘percentage completed’ text. It said that this question is just 1% of the survey!

This meant that I had to devote about 20-30 minutes of my time on this while all my daughter wanted me to do was to get out and follow her to Hamley’s where I would be spending much more money than I did here. Perhaps it was this prospect that made me give up! But I looked down at the screen again and was convinced that it was the 1% that scared me the most.

Long story short, I may love their burgers, but their survey sure needs some work.

J W Marriot, Pune: Washbasin Etiquette.

At HFI, one of our instructors had said jokingly, “With your training in User Experience, you can make a shoe better. Just that you may not use your training for fixing one”! Indeed thinking about User Experience is essential component in a brand’s make up. Even if the brand is not an app or a website, but is in hospitality. Every interaction that the customers have with the brand need to be carefully controlled.

A few days back I was at the J W Marriott in Pune, Maharashtra India. After a nice lunch at one of their restaurants I headed for the washroom. Here is what I saw at the washbasin-


Any modern washroom is likely to have a touch-free faucet, and indeed this one was no different. But they had to say so on the top of the knob! Why?

Inspite of visible and quite in-your-face typography, I could see some fingerprints on the knob. Evidently, many of the patrons did touch / press / tap on the flat top of the knob and expected the water to flow. While all you had to do was to hold your hands under it and let the infra-red sensor do the trick.

This raised a few questions –

1] Why were the patrons touching the knob inspite of the warning?

2] Were they unable to read english? (in case of asian or non-english speaking patrons, this could’ve been the case.

3] Why did they have to print the warning there? I had encountered automatic, touch-free faucets before but I don’t recall reading such message anywhere else.

My guess was simply this: The design of the tap was wrong. The tall column and the flat top was inviting the user to operate it. It looked too much like the one that needs a press. The design was simply giving a wrong affordance cue (an affordance cue is an indication that a specific action has to be taken by the user, such as a button that prompts clicking or a slider switch that prompts swiping on interfaces).

If you are designing a water tap that needs no operating, design it in such a way that it gives the right affordance cue, e.g. no hint of operating mechanism on top of the water tap. What should worry J W Marriott is that they have chosen a design that may create a less than perfect User Experience. Even a water faucet counts when you are working towards ‘User / Customer Delight’

TOI (Times of India) Mobile App: Carrots and Sticks

Have you ever seen an ad incentivising the download of WhatsApp? Or Facebook app? Of course you haven’t. The app provides enough carrots as it is. The product is the promotion itself. But when I spotted the following ad in today’s Economic Times (a TOI group publication) I felt sorry for the app designers, developers, the marketing advisors and the advertising agency all at once. Er… lets add the client to the list as well.


The logic here is that if a user has chanced upon the TOI app (which is a newspaper app) and decided not to download it, a ₹50 mobile recharge would change her mind. Another version of the logic is that If the user has not heard about the TOI app yet, here is the bloody ad, now go download it!

If you haven’t noticed, Paytm also gets to see your valid Facebook credentials in the process. Hmm. No free lunch after all!

I have a few questions here. If I, as a user, did not hear about the app until now (years after its launch) was I living under a rock? or did nobody see it fit to recommend it to me yet? Was the app providing no special experience to its users so that they talk about it? And more importantly would people, who want ₹50 mobile recharge to download the app, actually use it?

Ok, let’s be fair and say that the small carrot will at least make the user download and open the app once. The number of downloads would go up momentarily and the marketing advisor and the ad agency would throw a small party in the cafeteria. But would the app deliver an experience that would turn the users into proponents? Would the experience make people talk about the good things designed inside the app? Its future-readiness? Its advantages over the printed version?

Agreed that TOI was the first Indian publication to have a mobile app (historians, please correct me if I am wrong). But to maintain the edge, they need to use sticks upon their UX designers and not such carrots. Build a great user experience that will make people use nothing else as their primary source of news.

Note: Frankly speaking, the author had downloaded the TOI app long back and is currently carrying out a frantic search for it on his handset. Perhaps it was the old phone.

iPhone 6 : More Than a Handful

God always intended the mobile phone to be used with just one hand. Atheists, agnostics and Dawkinians may wish to replace the first word with ‘natural selection’ ‘higher power’ or ‘watchmaker’, as required. I would like to replace it with ‘Steve’.

Indeed, Steve did so. iPhone designs up to 4S did agree with the average grip of a human hand. One of them, to be precise. Since his departure from this world, his beloved company seems to be bowing down to commercial pressures of coming up with ‘bigger’ phones.

iPhone 5S topped up one row of app icons. Although they were hard to tap with one (average sized human) thumb, the new size displayed 16:9 videos pretty well, and everybody was supposed to keep quiet since it was the best iPhone ever (as ever), moreover, the width of the phone was still the same! So why are you complaining, huh?

But with iPhone 6 and 6+ things have literally gone out of one hand. Although 6 can still be called ‘a phone’, 6+ is clearly a case of wrong branding. How about calling it iPad ‘Nano’? The app icons turn 90 degrees when you turn the device, just like all iPads!

But I digress. We were speaking about ‘phones’.

Since I’ve started using 6, my index finger must have reached the top of the phone at least 100 times only to realise that the power button is no longer there! Now it is on the right side. With a bevelled edge that can let the phone slip out of your hand, and the new placement for power button, the phone looks like any other phone sporting a droid.


Not that the product designers don’t realise this. That is why we see many attempts at reconciling with ergonomics. A few Android applications have introduced ‘single hand mode’ like in the case of the calculator app shown below. But I can understand the challenges of ever growing device dimensions that Android app designers face.



Thanks to the new ‘heights’ Apple devices have reached, iOS app designers now have challenges of their own. And their own UI designers have shown the way-When you tap twice, ever so gently, on the home button, the icons descend down to reach your puny little thumb! I can almost hear Tim going, “Best workaround ever”!


But should we pat ourselves on the back? Is there any glory in overcoming obstacles that we place upon ourselves? Maybe one day, according to the Darwinian theory of survival, we may grow bigger palms. Pigs could fly. And Apple may go back to producing 4S.

Sigh! What a lovely machine! And so apt for our anatomy!

iOS 8 Spotlight Search: A Simple Yet Helpful Tweak

Sometime, amidst the frenzy of new arrivals of features and capabilities, simple things go unnoticed. No matter how small, every design decision to make life easy for the user must be applauded. Case in point: Visual treatment tweak to Spotlight Search on iOS8.

Once upon a time, when Steve was alive, iOS made sure that the user is taken to a different screen to perform search for apps and other data on the device (as well as on the internet if the device is connected). The reason – To let the user focus on the task at hand and not be disturbed visually.


There was one problem, though. The user had to scroll away from the current screen. And if the screen was 5th or 6th on right, the user had to either scroll frantically to go to the search screen on left, or press home button and swipe left.

iOS 7 corrected this, making Spotlight search available on every screen. All the user had to do was to swipe top-down and the search bar was there!


What got forgotten was the focus earlier design provided. As the search bar appeared, the chaos of app icons stayed on, adding a few moments for the eye to travel to the search bar.

Now, in iOS 8, this has been corrected. The whole screen gets blurred so that the user can focus on the task at hand.


This may seem trivial, but not to the UX team at Apple. Someone over there is fighting out these small issues. You may call it going back to what worked, or realising your mistake, or an internal argument getting settled with actual product usage test. However achieved, this design tweak will add up perhaps a milligram of user satisfaction. Yet we must agree that every bit helps to achieve a great user experience.

Foursquare: Turn On Turn Off

There are times when I get fed up with my always-on online presence. Facebooks of the world have made it difficult for their users to log off by hiding that menu option under something called ‘Account’ or ‘Settings’. I hear them sing, “You can check out any time you like, but you can never leave!”

Yet one of the joys of having a mobile device is to be able to turn off location services every now and then. Go underground, become invisible to the prying eyes of my foursquare friends. Go missing!

But when my pangs of solitude get subsided, I invariably come back to civilisation by the means of Foursquare. All eager to know who is eating what, at which restaurant. Who is shopping where, with whom, etc.

As a user I want the app to submit to my wishes, not take orders from it. But see what treatment I got:

Situation – I launch Foursquare app.
Condition – my locations services are turned off.
I see this:


Well, I don’t wish to click that close button. I do wish Foursquare to ‘turn the location services on’ as the question suggests.
So I tap on the pink band. And what do I see?


Ah! A lesson in how to use my phone! Perhaps handy for the first time iPhone users, but I’ve been playing with this toy for over a year, thank you very much!

With a little irritation I press ‘Got it’. Because I really did. And I discover that I just closed a pop-up box, but no action is taken:


So I am missing out on amazing recommendations and tips sent directly to me! Boy, wasn’t that the reason I took this course of action? So I tap ‘Turn on your Location services’ only to see that pop-up I just closed. No action!

Before I compose a post criticising Foursquare, it was only fair that I check what other apps do. Google Maps simply told me that my Location services were disabled. No Action. No tutorials either (thankfully)!


Among all the apps only Instagram did what I expected it to do. It realised my Location services were disabled, and simply showed me a dialogue box, where all I had to do was to tap on ‘Settings’, and I was taken to the Location services settings screen!


In two taps, I was back in business! Back to life!

All above mentioned ape are successful in their own right. But the one that thinks carefully about user experience gets my vote of approval. The key is to care about user expectations, draw as many scenarios as possible before settling on the final interaction design of the application.

In this regard, Instagram wins hands down. Foursquare, are you taking notes?

Linkedin: Never never repeat repeat yourself yourself

Yes, I live in a place that has spotty network. This somehow makes me an ideal user testing candidate, because if you can help me, you can help all your users.

Here is what happens to most of my social postings: I make a post. I hit the submit / post button. And wait. Nothing much happens… My post is yet not there in the public eye. Or so I gather from the page that has long stopped refreshing itself. I have tweeted a tweet twice, I have pinned a pin twice. I have even posted the same thing on Facebook twice. Once I realise my mistake I scramble to look less like an idiot and delete the repeated post! Maybe I am too paranoid about my posting as if millions are watching my every move. Well, this false sense of fame is a direct byproduct of social media!

But one such network is worried about their users reputation (understandably, since it’s their business) and that is LinkedIn!

I just posted something on Linkedin, and I wasn’t sure if I had really done that (again I have my network to thank). So I composed the entire post again (along with the appropriate link that I had to share. But something interesting happened! Take a look:

Screen Shot 2014-01-05 at 8.39.17 am

Don’t you love when such error messages start with “We are unable to…” as opposed to “You goofed up there, buddy!”

All it took for them to realise that I was repeating myself was the content of my post that matched exactly with a post that was made last! How hard is it technically? But to think about introducing this kind of error message is not commonplace. It goes to show that nothing is more important to Linked than stopping me from looking like an idiot and I thank them for that!

PS: As one of my observant friends pointed out, even twitter sports a similar functionality, but uses a more folksy language (Opps! You already tweeted that). Whereas G+ and Facebook couldn’t care less.

Whatsapp: iOS 7, yet none the wiser!


I have seen everybody who uses whatsapp hate it for one or the other reason, Yet, nobody I know can stop using it. There are groups made, conversations stored, jokes forwarded. In short, social life as we know it. Some people I know, when they lost their mobile phone, were more worried about their whatsapp conversation that went away with it!

And yet, there are problems. The first one is about how to react to a message. In a group conversation, messages flow like water under the bridge. More appropriate comparison would be Facebook posts. So if one fine morning you saw 30 unread messages and you find one joke (15th message, say) quite funny, there is no way to ‘like’ that message, or send a smiley as a reply to it specifically. Some people may find it rude that their jokes are not laughed on! So if your smiley is 31st message in response to the 15th, it may create a funny string of conversation, as you never meant your smiley as a response to the 30th message! (good luck with convincing the sender on that).

Now I know Whatsapp has a structure of ‘messages’ and not ‘posts’. But I did expect (unrealistically, perhaps) that they would make this change at least for group conversations with their iOS7 version, but no sausage!

The second and more irritating thing about Whatsapp is that you HAVE TO scroll through all the messages (especially long winded jokes) to reach the bottom and see the latest one. Like in FB, there should have been a limit on how many lines you display before someone deciders to ‘continue reading’. On a mobile device, one scroll is enough to decide if you wish to read anything or just move along and see other messages. There is a real danger that important messages may get lost in this landslide!

This unending scrolling once irritated me so much that I actually left a 40-jokes-an-hour kind of group saying that I am afraid the real important messages would be lost and members rather email me or send me a text if they wanted my attention. What’s wrong with a simple truncating of messages and letting the user decide if it is worth reading? I sincerely hoped that they would make this change in their iOS7 version*. Again, no sausage!

Therefore, I remain, a reluctant user of Whatsapp even in this new year. Well, you can’t blame one to embrace the only popular way in existence that defeats the ‘charging-per-message evil service provider regime’ on daily basis, can you?

* I asked a developer about this and I was told that on Android, you can do this truncating programmatically, but it’s impossible on iOS as of now.

Bing Facebook Plugin – Translating delight

Contrary to what the readers would believe, I do not always criticise bad user experience. At times one must applaud the efforts of those who believe in providing a great experience to the users when they least expect it.

One of the things that Facebook has made possible are friendships that go beyond the boundaries of nations and languages. Somebody in the offices of Facebook or Bing (Who blinked first? Dunno.) decided to be helpful and provide a small link that shows translation of a comment! I dedicate this short blogpost to whoever was responsible! Take a bow!


PS: It appears that the translate-link is presented only when a comment is posted by someone in a different location, because when I tried being cheeky and wrote something in latin, but no link appeared… Or maybe it did not appear for ME… :-)

McDonald’s Happy Meal Toy – a lesson in First User Experience

As countless parents before me, I order a Happy Meal every time I go to McDonald’s regardless of the mood I am in. Some of the toys do bring out the kid in me and I rip open the packaging and play with the toy before presenting it to my daughter.

Every time I look at the plastic pack decorated with a few wordless illustrations and warning messages in a dozen languages, I hear it say “the toy may be for you, but this is really for us. For the warning messages are torn and thrown away, but not before letting the manufacturer off the hook if something goes wrong.

Yet every time my daughter starts to play with the toy, I get a question or two about how it works and we both sit staring at the enthusiastically torn plastic pack and try to unravel the mystery of the instructional illustrations.


Truth be told, Most of the toys are self explanatory. And the payoff is so attractive that there is little chance of someone grumbling about the illustrations being less than informative. In fact, most of the times the instructions are looked at after the toy has been tinkered with.

Yet not everything that is sold (product as well as service) is as attractive and welcoming as the seemingly free McDee toy. Most of the online instructions about how to use a certain service, payment system or  banking application think that their first user experience, their welcome screens, their help are going to be overlooked anyways because their customers are dying to get their hands on their offering. This belief prevents any attention or care going into crafting such screens and messages.

Unlike the McDee toy, many offerings have a price tag, a need for the customer’s commitment, a decision in their favour among the competing offerings. Perhaps that is the reason why Fisher Price puts a well designed instruction card inside every toy box.

I sincerely hope that fierce competition eventually will force businesses to pay more attention to their first user experiences. All they have to do is start thinking about themselves as Fisher price and not McDonald’s, who incidentally, are not in the toy business anyway.