I’ve always been a fan of EFT-POS (Electronic Funds Transfer at Point Of Sale) since I got my first card in 1992. But just lately I’ve been frustrated with inconsistency of the whole customer experience. You’d think by now that the banks, supermarkets and retail outlets would have it sorted. But I still struggle with the simplest of tasks: how I’m supposed to present my card. Do I hand it to you? Or do I swipe it myself? Those machines drive me nuts. The laws of logic dictate that I should insert the card the right way 50% of the time. Unfortunately the more pervasive Murphy’s Law kicks in to ensure my chances of success are much lower. Then, just when I think I’ve got it all sorted and go to swipe myself I’m foiled by a card reader hidden on the front of the register.

And what about getting cash out? Sometimes you’ll sign for it and they keep the receipt. Other times you keep the receipt. And just to mix it up you’ll occasionally reach for a pen only be told that you don’t need to sign at all. It’s a Seinfeld episode waiting to happen. You leave the counter feeling mildly embarassed. The teller thinks you might be mildly retarded.

Again and again I’m reminded that consistency is a good thing, in all sorts of interactions. In the words of Steve Krug "Don’t make me think."

Trent

"Understanding human needs is half the job of meeting them." Adlaid Stevenson

If asked to summarise what I got from the three days I spent at the mobile commerce conference in Melbourne, the quote above would be it. In three days of listening to speakers talk on topics ranging from how they’ve successfully made mobile technology work for their business, wireless standards and uptake of mobile services in South East Asia; there was one consistent message in all their stories - if it’s not useful, it won’t be used.

It was a fantastic time to get an understanding for what is happening in the mobile world in Australia, New Zealand and in certain parts of South East Asia. Consideration for usability in mobile devices, services and applications will be an area to watch very closely as ‘next generation’ services and handsets hit the market.

Some speaking highlights included Scott Jenson’s presentation on why we need to stop selling $100 lemondate, Paul Swain’s speech on the regulatory environment in New Zealand, the launch of the Mobile Research Group, and a insightful case study on McDonalds NZ’s wireless office. Scott Jenson and Dr. Matt Jones ran a full day workshop on Mobile Usability which was a very useful in understanding how good design can be undermined by our preconceived ideas and inclinations when thinking about new services, interfaces and even business processes!

If you’re interested to find out more about Mobile Commerce World or mobile usability, drop me a line at sam.ng@optimalusability.com.

Sam