At Salty Dog we help clients to define their app. Many clients know how they want their app to solve a particular problem but haven’t figured out how the app will look from the perspective of their customers.  There are some key UX areas they often forget that can have a huge affect on the user experience.

Here are some of the most easily overlooked UX areas:

Login and Registration

Login and registration are usually the first part of an app your user will see. Some commonly forgotten sub-use cases are: forgotten password, registering email, forgotten password but haven’t verified their email, or re-sending email verification.

Forgetting passwords can happen more frequently on mobile devices. It can get really annoying for a user to try a bunch of passwords, then have to go back to the main website to request a new one.  This is amplified if the registration requires email verification, and they are denied a new password because they haven’t completed this process.

The solution to these issues is to remember some of the more subtler use-cases. Here are the  use-cases for a complete login and registration experience.

  • As a user, I would like to register/create a new password-protected account, in case I don’t have one yet.
  • As a user, I would like to authenticate with the app, so that my information is protected.
  • As a user, when I start the app I would like to know if I haven’t validated my email address if I haven’t, so I know to look in my inbox or spam folder.
  • As a user, I would like to be able to resend the email verification in case the old one is expired or lost.
  • As a user, I would like to be able to set a new password via my validated email address in case I’ve forgotten my old one.
  • As a user, I would like to be able to log out of the device, in case I want to restrict access or log in as a different user.
  • As a server administrator or app owner, I want a way to log a user out, in case there is a good reason I want them to re-authenticate.
  • Application Updates

    Sometimes it is necessary to make changes to the way the app works and require users to update. For example, there might be a change to the way the server works that breaks any previous versions of the apps that haven’t updated, or there is a really important security fix.

    The solution for this is to provide a way to make sure the user updates the application, and then gracefully degrade functionality if they do not update. A simple flow outline might work like this:

    1.On app start, connect to the server supplying the version of the application.
    a. If the version does not need to be updated, then respond with an OK.
    b. If the app DOES need to be updated, then respond with a “needs update”.
    2.If the app received an “needs update” response from the server, then:
    a. Inform the user they need to update.
    b. Let the know that functionality of the app will be impaired if they do not.
    c. Give them an easy way to facilitate the update such as a button that takes them to the App Store or Market app to update.

    Important Notices

    It is really important to be able to send notifications/notices to the user. The purpose can be anything from letting them know about planned server maintenance, other companion applications, updates/upgrades to the functionality,  or bug fixes.

    What makes this so critical is because of how difficult it can be to communicate with the user. You need to communicate with them so you can set their expectations about app functions and changes. In the absence of information, the user may jump to negative conclusions that can result in bad reviews, or worse, uninstalling your app.

    The fix is relatively easy and accessible: add a way to send notifications to the user. There are many third party services that can do this. Some even allow targeted notifications to segments of your users.

    Alternatively, you can implement your own solution. The messages can be displayed using webview controls, allowing you to point the user to blog posts or release notes. The app just needs to be smart enough to know if the user has seen the notification before so they don’t get spammed with notifications.

    Network Problems

    Issues related to the network or connectivity are ignored a lot of times, and are only discovered in testing or when a user has issues with it. These fall in three basic categories:

    1.Server issues. The server might have an issue. The cloud provider may decide to reboot your server. Even though the network is functioning correctly, the server may not respond.

    2.Network issues. Sometimes there are outages either at the ISP/provider level or somewhere in the backbone.

    3.Device connectivity. It could simply be an issue with network connectivity from the device. The user is out of cell range, or service quality is low.

    4.Planned outages. The server might need to be upgraded, or the system restarted.

    There are two basic ways of dealing with this. First, design the app with lack of connectivity in mind. For example, if the app cannot reach the server then handle it gracefully. When the network is not reachable, you can give an indication in the app so the user has an idea of what is happening. I’ve seen some apps show an indicator in the title-bar.

    Second, leverage the Important Notices suggestion above. If you’re using a 3rd party notification service, then you can inform users that you’re aware of the outage and when they can expect it to be available again.

    Interacting With Someone Who Doesn’t Have the App (Yet)

    When designing social apps such as chat, it is easy to forget about the case when one person has the app and they wish to interact with someone else who doesn’t. This is important because it can provide a viral way of gaining more users.

    We’ve blogged about this in detail here and here.  The basic problem is how to interact with someone who doesn’t have the app yet. Once you solve the interaction problem, how you can turn that into a seamless onboarding process for a new user.

    The answer is to use something called deep-linking in conjunction with SMS messages and a bit of magic from the iOS web-view control and Android App Store broadcast message. This allows you to send an invite link to someone over SMS, which sends them to a landing page that includes links to the appropriate web-store to install the app. After they’ve installed the app cookies can be used on iOS or broadcast messages from the Google Play Store App, to let the newly installed app know there was an invite from someone else.

    This allows an invite to go to someone without the app, them to install the app, and then pick the invite up from where they left off as if they had the app installed in the first place.

    Summary

    When making your mobile project it is important to remember what happens after the initial release and use. As the overall quality of apps has improved, sensitivity to clunky apps has increased. Failing to include these user stories is very likely to result in a user deleting your app.  These user stories should become a part of your larger release strategy to help you plan for ongoing updates, user engagement, and to ensure that you have the infrastructure in place to support users when they have a problem with the app.