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This morning, I stopped at a drive-up ATM for some tipping cash, in the ATM machine told me I input the wrong pin very late in the process. Here’s how that user flow should probably go. originally published on my LinkedIn.
I tickled the machine with my debit card and punched in my PIN. I made it through choosing the checking account, choosing the cash amount, and accepting the transaction fee. All to hit a screen that says I input an incorrect PIN. #hasthishappenedtoyou
(This part is in parentheses because it doesn’t add much to the story…A little about me: me remembering my debit card’s PIN is the same as me remembering my Apple ID password. In fact, it triggers the identical amount of cortisol spike to the milliliter.)
Look how many touch points are removed when you’re told the PIN is incorrect immediately after entering the PIN. Imagine not having to mumble a curse word because you went through those other steps before finding out. 🤔🤔