10 things I dislike about Tune Card
Dear friendly people of Tune Money,
I just signed up for the Tune Card, after receiving confirmation via your Customer Service team that I can transfer funds from PayPal. Well, I will leave that bit for another time. Here's a review of my experience thus far.
My experience with the application, collection and activation process has been far from perfect. I am sure that this is all part and parcel of "growing up", so here's a list of improvements that I believe will make the experience a more pleasant and memorable one for your new users.
1. Treat first-timers like gold: After clicking Apply Now and acknowledging the T&C, I am taken to a page with login fields. Then I notice the secret passage way for first-time customers. What's up? The average user will always assume that signing up means a fresh application process, irrespective of whether your million-dollar back-end system ties all products to a single username.
Solution: scrap the extra click, and find another way to accommodate existing users.
2. Make your forms smarter: Have you seen it lately? SIX steps, and it's probably the longest forms I've filled since Google thought us all about simplicity goodness.
Granted you are in the business of money, where trust and security is paramount. But then again, why can't you break the norm and simplify or at least make the experience better?
Solutions:
3. Username & password validation: Gosh, this is worse than the other local banks I am with. And NO, having more conditions for the password isn't going to make it more secure. People will just create the weakest string and write it down on a post-it. Bruce Schneier covers the topic of real world password security. I'd suggest picking up some pointers from him.
4. Security questions: "What is my dream car?" But what if this changes next year when Ferrari gets bought over by Proton? Stick with factual and historical questions. Ask Citibank - they've done a good job with this.
5. Popup madness: Seriously, have you seen how your site works with popups? It's horendous, and the inability to switch back to my main window for reference is a nightmare.
6. Remind me, it's free: I opted to collect my card from the local post office. Why not remind me via email - perhaps once it's ready for collection, or 24 hours before the targeted collection date. Fortunately, I put this down on my Nokia calendar.
7. Make it a real surprise: I would have preferred if I had the chance to open up the envelope myself. Instead, it turns out that the post office clerk has that first right. Supposedly, they have to tear off the bottom half of the confirmation slip. Think about it - most of your users are likely to be first time card holders. Why not give them that great feeling of opening up the envelope, and pulling out their Tune Card - wouldn't that be nice?
8. The little things count: Look at the mess I had to take home. The envelope was ripped because it was glued to the stack of papers inside. Moreover, the fee sheet had to be ripped out. I am sure this is just a minor anomaly, hence a heads up here for your attention.
9. Activation process: Show it to me upon login. The screen below is a few extra unnecessary clicks away.
10. Personalised emails: Just like how your team is pioneering real faces on your ads, why not put a real person behind the email replies and notifications?
I do believe that Tune Card is on to something good and great. Here's to its continued success. In the meantime, I hope it doesn't let me down with the things I want it to do for me =)
I just signed up for the Tune Card, after receiving confirmation via your Customer Service team that I can transfer funds from PayPal. Well, I will leave that bit for another time. Here's a review of my experience thus far.
My experience with the application, collection and activation process has been far from perfect. I am sure that this is all part and parcel of "growing up", so here's a list of improvements that I believe will make the experience a more pleasant and memorable one for your new users.
1. Treat first-timers like gold: After clicking Apply Now and acknowledging the T&C, I am taken to a page with login fields. Then I notice the secret passage way for first-time customers. What's up? The average user will always assume that signing up means a fresh application process, irrespective of whether your million-dollar back-end system ties all products to a single username.
Solution: scrap the extra click, and find another way to accommodate existing users.
2. Make your forms smarter: Have you seen it lately? SIX steps, and it's probably the longest forms I've filled since Google thought us all about simplicity goodness.
Granted you are in the business of money, where trust and security is paramount. But then again, why can't you break the norm and simplify or at least make the experience better?
Solutions:
- 6 steps - what are they? Can you tell me up front?
- Tune Money ID - make this the first focus if all applications ride on a single username. Perhaps then it would simplify the task of saving and continuing with my form at my convenience
- Test your form in Firefox - it's broken in some places where Javascript is required. Savvy users won't spread a good word if your forms break
- Hide what is not necessary until it is really needed. E.g. "Tick here if Permanent Address is same as Mailing Address". Perhaps just show me the additional fields if I need it
3. Username & password validation: Gosh, this is worse than the other local banks I am with. And NO, having more conditions for the password isn't going to make it more secure. People will just create the weakest string and write it down on a post-it. Bruce Schneier covers the topic of real world password security. I'd suggest picking up some pointers from him.
4. Security questions: "What is my dream car?" But what if this changes next year when Ferrari gets bought over by Proton? Stick with factual and historical questions. Ask Citibank - they've done a good job with this.
5. Popup madness: Seriously, have you seen how your site works with popups? It's horendous, and the inability to switch back to my main window for reference is a nightmare.
6. Remind me, it's free: I opted to collect my card from the local post office. Why not remind me via email - perhaps once it's ready for collection, or 24 hours before the targeted collection date. Fortunately, I put this down on my Nokia calendar.
7. Make it a real surprise: I would have preferred if I had the chance to open up the envelope myself. Instead, it turns out that the post office clerk has that first right. Supposedly, they have to tear off the bottom half of the confirmation slip. Think about it - most of your users are likely to be first time card holders. Why not give them that great feeling of opening up the envelope, and pulling out their Tune Card - wouldn't that be nice?
8. The little things count: Look at the mess I had to take home. The envelope was ripped because it was glued to the stack of papers inside. Moreover, the fee sheet had to be ripped out. I am sure this is just a minor anomaly, hence a heads up here for your attention.
9. Activation process: Show it to me upon login. The screen below is a few extra unnecessary clicks away.
10. Personalised emails: Just like how your team is pioneering real faces on your ads, why not put a real person behind the email replies and notifications?
I do believe that Tune Card is on to something good and great. Here's to its continued success. In the meantime, I hope it doesn't let me down with the things I want it to do for me =)
Labels: malaysia, tunemoney, user experience
posted by Praveen at
12:05 PM
9 Comments:
Oh my god! Nice one! Can I send this link to Tony? Please??
I wanted to get one, but unfortunately something makes me withdraw my decision..
They really should not charge RM2 whenever we have to reload the card.
I have a Visa Electron, it cost higher than Tune Card, and it requires higher minimum balance in the card. But atleast they didn't charge any extras when i want to reload my card, or when i want to buy things from amazon.com or ebay.com, which requires currency conversion to USD..
As for the other card, which is MOL Freedom Card by Eon bank, very bad customer service, and they have charges on currency conversion and card reloads, but atleast EON Bank allow a free cash reload if i choose to reload it via EON Bank counters..
Back on Tune Card, the card design looks terrific, i loves especially the colour of the card, unfortunately, i don't think that i can ever afford the RM2 reload fees.., so, not until Tune Money think of something that will benefit consumers like me, else, i don't think that i can give Tune Card a try at all..
@ian: thanks for your views. Was contemplating on getting the MOL Freedom Card. Didn't know that the customer service was bad. As I understand, EON Bank handles their hotline.
Yes, Tune should look into offering users a channel to reload without a transaction fee. The cost-effective way for now is to reload via online banks such as Maybank2u. This will cost RM0.50 per transaction.
Hi Praveen,
First of all, I am a new Tune Card user.
Yeah, agree with you. The process of applying the card does sucks.
About the forced username(with number, symbols and words),I spoke to one of their IT backend executive and he claims that these are made for better security. The security question that appears after sign in is to strengthen the security. Although these are frustrating, but imagine losing your username and password without having to worry that the account can be accessed since the security question must be answered.
I also agree with you that customers should not be put in the dark without knowing the status of their Tune Card whether it is ready to be collected. During the time I went to the post office to reload and collect the card(twice), the post office was crowded. It has been more than a year that I did not walk in to a bank since most of my transaction took off online. Its a bad experience..
Yes, I want to be the first to open the card at the post office. I hope there could be other alternative to collect the card and get ourself verified as the card holder.
I believe the Tune Card is using CIMB bank for all Visa transaction in Malaysia and the problem caused(in your case) could be originated from CIMB. If I am not wrong, Tune Money works like an MVNO, but at least reloading via CIMB bank should be free!!! Thank GOD FPX is only RM0.50.
AS for the rest, I believe Tune Card is the best debit card out there. I am in the final stage of activating my MOL Freedom Master Card and the system claims that my reload pin is invalid. WTF? And they have two customer service(one from EON bank and the other one from MOL) which handles different issues. My problem has got to do with MOL and their hotline is available only during office hours although the reload service is available 24 hours a day!!!!
When will Malaysia offer world class service? Year 2020? I will be old man!!!
Oh no!! I have just realize that RM1 is missing from my account!!! No joke, I wonder if this is a system bug or some ways of earning "fast money"....
scamboy
Telco Talk Malaysia
http://malaysianwireless.com/
@scamboy: good feedback! I believe the current Tune Money security / authentication system may be too extreme for the common user. Taking eBay & PayPal as examples of successful e-commerce systems, I don't see why the security question(s) have to be changed after 3 weeks upon activation. Yes, this happened in my case, and I was not allowed to choose the same questions again - the whole process was simply frustrating. Compound that experience with a Windows-like password expiration policy, and it becomes a pain to manage your Tune Card online.
I wouldn't be too quick to bestow Tune Card with the "best" debit card award, but I certainly share your sentiments that debit cards are still lacking in overall value and reliability in Malaysia. Even the foreign bank(s?) (e.g Standard Chartered eSavers) have been poor. Nothing but shiny plastic for now.
@scamboy: sorry to hear about your missing RM1. Have you blogged about this? Any screenshots you can share with the rest of us? Don't forget to email tengkuzafrul@tunemoney.com. Their customer service takes way too long to respond to critical problems.
I think the Best Prepaid Card is By Public Bank (PB Visa Electron), you should have at least rm 25 balance in your card, but no worries bcoz it does not charge you anything else including topup. You can get some points from any of your transaction.
You can withdraw your money from paypal to this card, already check about this and its true. This is from a real bank, trusted and if you have saving a/c with Public Bank topup would never be this good, by transferring the exact amount of money from your a/c
Thats my only opinion.
Tq
@shaifful.md: thanks for the heads up on the PB Visa Electron. Haven't tried it. The fact that it doesn't charge fees seems like a good deal.
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