More G-Cash experiences
March 9th, 2006 | by ka edong |Here’s a story I gathered from my colleague who was trying out G-Cash.
She went to a National Bookstore branch in Glorietta, she wanted to make a purchase using G-Cash. When she was at the cashier, she was told that the particular branch was no longer accepting G-Cash payments. (Note, this is the same branch referred to in my 2004 story: G-Cash - My Accidental Friday G-mmick)
She dropped the purchase and headed on to SM Makati. She handpicked some toiletries and went to a cashier to pay via G-Cash. Using the nifty G-Cash codigo posted at SM cashier windows, she followed directions and tried to make a G-Cash payment.
Her transaction was rejected. And whatever message she received wasn’t helpful in telling her why the transaction was not accepted.
The cashier later on realized that the purchase amount was less than the P100 minimum G-Cash purchase.
In retrospect, I’m starting to realize that another story could have been experiencing the same situation. The story is of an old lady who was trying out G-Cash but wasn’t getting transaction confirmations. I’m thinking the transaction might have been rejected because of a G-Cash purchase less than the P100 minimum. The lady just made a P100 cash-in through the G-Cash ATM
.
Knock knock knock on the G-Cash usability people. Please make your error prompts more user friendly.
Who else, except crazy people like me and my m-commerce colleagues, will go through such lengths just to make a G-Cash purchase?
If an ordinary customer goes through the similar hassle, the customer will forget about G-Cash and use cash to make the purchase. Worse, the customer will tell his/her friends about how G-Cash didn’t work and there you have a customer preaching against G-Cash.
Globe should help ensure that the first G-Cash transaction of a customer will work right the first time. Otherwise, you’ve lost one prospect m-commerce user, never to come back.
How do you ensure that the first G-Cash transaction of a customer will work right the first time? That’s another story. The keywords are: high-touch, viral. Read about that in my m-commerce study.
ka edong
