Surface Ripples

A report appeared on the BBC News about a highly popular weather app that got a “makeover” which turned into more of a “make-under”.

Australia’s Bureau of Meteorology (or “BOM” as it’s affectionately known by Australians) redesigned their website after waiting more than 10 years since the last update.

Reaction was, for the most part, unexpected.  From a new colour scheme to an inability to input GPS coordinates, complaints raged.  To cap it all, the cost of the redesign was 20 times over the original forecast. 

Users demanded that the previous format be reinstated.  Others said it was no longer user-friendly and that many useful features had gone.

To make things worse, the update was released on a day of severe weather!  The timing could’ve been better…

Some liked the new format, but they seem to have been in a minority.  In the end, the BOM had to release a list of tips on how to use the new website.  Again, this didn’t go down well with users.

In the end, the agency had to apologise, especially as it seemed that some people hadn’t been fully prepared for storms in Queensland because they couldn’t use the site.  The federal government also rebuked the BOM, especially for the huge cost overrun.

The BOM stated that the “community” had been “consulted” on the changes for the site and that a test site had shown 70% satisfaction ratings.  Either this test was highly limited, or the wrong people tested the site.

One of the problems many people found was that they were used to using the “old” system and knew where to go for what information, but this had all been “scrambled” by the new site.  

What were the lessons learned? 

• Not all redesign or “updates” maybe be well-received, despite our best intentions. 
• Thorough “beta testing” (testing by “real users”) needs to happen and their views listened to.
• Developers need to understand how people use the current version of apps and sites before introducing major changes (even if these make the system “better”).
• Accurate costing is vital (although in some cases contingencies for costs and timelines will be needed to cater for unknown/unpredictable events intervening). 

It’s easy to stand by and criticise someone when they get things wrong without knowing the full story behind what happened and this may well have been the case with the BOM.  Whatever happened, the outpouring of negative feedback and the resultant unfavourable publicity arising from the huge cost overrun won’t have done their credibility any good.

As business leaders, we need to bear all this in mind when we set out to “improve” our product/service, processes or system systems.  It may be an improvement for us, but will it be for our customers?

I deliver change in markets ranging from the most developed to “emerging” economies. With a wealth of international experience in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. 

Labels: Customer Care, Productivity

posted by William Martin @ 09:17