Skip to main content

A customer education experience

  A few days back I received a mail asking me to download an app for customer learning that promised to teach me to invest wisely. Being the curious types, I actually downloaded the said app and decided to take it for a spin.

Here are my observations :

First, it asked me for my personal data. Now already, for me, this is not customer education any more - it is about creating a sales pitch. #Fail

Then it introduced a rabbit as a mascot. Why rabbit? There did not seem to be any logic. Atleast nothing that did anything for me to recall the purpose of a rabbit and associate it with investing. 

Then it promised to show me interesting videos. I saw two videos. Topic 1: Inflation - and asks me to beat investments by investing in mutual funds. The rabbit came and offered me a badge - well begun.

Topic 2: Compounding: Using the example of a mango tree - asks me to invest in mutual funds. The rabbit came and offered me a badge yet again. And a quiz. And a debutant badge somewhere along the way with some thoroughly uninteresting quiz questions - balloon themed - yay.

By stage 2, they have given up on videos and instead use a set of glorified flash cards to make me (the user) understand Saving versus investing and Impact of inflation. The quiz here was a gambling table set up with playing cards (really?) and a Dr. learnit likes my enthusiasm or something. Who is this Learnit? Must be the rabbit I suppose. And I get a listener badge.  

The next quiz is themed on an island. Why? For the treasure as points - yo!

 And after another module the balloon quiz is back.

And I am a scholar now and learnit applauds. 

Compounding using the moon as an example - not sure I understood it fully.  Now I have to swipe to answer the quiz. And I became awesome. 

The next module text is decidedly tiny. I demand free glasses. And now its an archery quiz. And another lame swiping session later I get a jumping rabbit image, a certificate that looks like a doctors prescription that I am asked to share. 

Tired, well worn graphics, vectors and text. A spinning wheel as a quiz next. 

My view: The personal data at the start came across as a sales pitch. How to do this smartly?  Possibly ask for indicative rather than exact details - this ensures that it doesn't come across as an "in your face" sales pitch right at the start. 

The rabbit and I presume its name learnit, the badges, the multiple types of interaction all felt like a gimmick to me from a learner interaction perspective. And interacting with this app set me thinking what would customer education look like given that this is a constant problem. 


Labels:

Comments

Post a Comment

Be Civil. Make nice!

Popular posts from this blog

No conferences

Decided not to attend any conferences this year. Atleast not the typical ones I have often ranted about here. Will be both choosy and intentional about which ones to attend.  The ones to attend are the ones put up by practitioners of a craft. The rest is marketing one way or other. 
Post a Comment
Read more

And the unconference happened

 Most conferences have an agenda. No, not the stated agenda, but an agenda of marketing, airtime to sponsors, ensuring the past and future customers are invited, of ensuring that the "stars" of the industry are invited and attention showered of them. All in all it is a your scratch my back, I scratch your back syndrome. Some of these become cliques and claques and therefore the real point behind a conference is lost. And then there is the unconference - organised and run by the alumni of the ISABS ODCP program. And as the name suggests, this is truly an un-conference organised by the alumni, for the alumni. No funders - except the alumni themselves. No sponsors. Just the team.  I havent seen a more tastefully organised conference (yes, its an unconference).  To begin with - the location - not a typical star hotel, but an outdoorsy place. The food - simple. The welcome - personal. It was like a homecoming. The setting was warm and welcoming. It was a smaller conference. Ju...
Post a Comment
Read more

The power of jotting down ideas

 Long long ago, I always used to carry a small letterpad with me. To jot down ideas that might occur. Over the years, it has changed from a notepad to evernote to google keep, but the power of jotting down ideas is immense.  Small ideas go into keep.  Anything to be quickly typed goes into whatsapp as a self message.  Bigger or better formed ideas go into Google docs A few are still written, but I manage to copy them into a digital format sooner rather than later.  But the power of jotting down is immense. My google keep is an encyclopedia of ideas - most of which may never get implemented. 
Post a Comment
Read more