The CX Blog

Here’s a blog with intelligent, useful feedback on a recently purchased Nokia N75–I wonder if Nokia is listening.  The post received two comments back with agreement on the difficult UI and knowledge base information.

Nokia should be harvesting and using this information:

• for the short term, online FAQs, trouble-shooting, agent assists
• for the long term, future product launches, next gen of same product

They’d probably pay good money for this kind of exacting, pointed feedback which they can use to improve the overall customer experience of their product and brand:

“It took me DAYS to locate the S60 browser.

Cingular places MEdia Net, their internet portal, on the top level screen via a softkey. The UI for their service is – well – uninspired and clunky, with a design that looks straight out of 2002 (and that’s generous.) Their goal, one assumes, is to keep you in a walled garden of content — not really let you explore the wild world of the web where their chances of monetization are greatly reduced.

So where was the GOOD browser – the one that would burst me free of mobile web constraints? Nokia has about 12 categories in their top level menu. One is called “Games and Apps”, and that’s where Gmail landed when I downloaded it so you might think it would live in there. Nope. I finally stumbled across a link called “Web” in a folder called “Tools” There’s nothing to suggest this web link is any different from the Cingular MEdia Net link as the icon is exactly the same, so imagine my surprise when it indeed launched a new browser with the S60 zoom capabilities. Days after desiring and searching for this well touted feature, I’d finally FOUND it.

What’s wrong with this picture? The primary driver for my purchase took my hours to find. And I WANTED to find it. The user guide didn’t tell me where to find it. An hour’s worth of research online didn’t tell me where to find it. Cingular’s website didn’t tell me where to find it. I had to stumble across it and take a stab after having already taken many other stumbling stabs that hadn’t found a target. This experience did nothing to enamour me to either the new AT&T (there, I said it) or Nokia. While I would love to build some brand loyalty to a manufactor and/or a carrier, it hasn’t happened yet.”

Substrata, you deserve better!