Poor UX/UI - and subsequent poor customer management
Poor UX/UI: 1) not having developed the ability to allow us to scan the check in QR code using our cameras. At the very least scanning the QR code using the camera should take you to the app (or to download the app). 2) why we’re required to download the app anyway to check in, and not allow us the option to login and check in via mobile web view. Not everyone wants to download the app and we really shouldn’t have to for a non-gov required app. 3) the app doesn’t always retain the team you play across all tabs, so you have to pick your team a couple of times to get all the info regardless if you’ve stared a team/season. 4) there so much white space and the text is tiny on My Fixtures. I’m on an iPhone X- My Fixtures literally has more space than text. The QR code button also obscures the last time in the My Fixtures list. 5) There’s far too much in the app, most of which isn’t used by the majority of your users- 12 items in the menu, three icons, three top tabs, one bottom banner button on Fixtures, and QR code button... it’s difficult to read and use. Poor CS: Given all of the above, interrupting a game because a player thought they’d checked in but obviously had issues using your app is really appalling. We’re paying customers, if you absolutely must check that everything has worked either check before the game starts or wait till it finishes. These types of behaviours by staff turn people off wanting to play through your club, or play at all. I get that you had to turn things around pretty quickly with checkins for COVID requirements, but if users are still struggling to use your app or technology after this time then maybe you need to do some user testing to check that it’s definitely not your app stability or app design.
