Recently, I was demonstrating a Chatsie phone to a senior product designer from one of the GAMA companies. For each of their observations, I found myself repeating the same response:
"You can’t assume how someone interacts with the phone."
This mantra stems from the unique nature of our customer base. The only common thread among our users is their difficulty in using mobile phones. Beyond that, they vary widely in physical abilities, habits, and skill levels.
To cater to this diverse group, we've had to fundamentally rewire our UX thinking. Let me illustrate this "undesigning" process with an example:
A common suggestion is to make the large text clickable for editing. However, our experience shows that while some users would easily grasp this concept, the vast majority would accidentally trigger it, leading to an unexpected screen change:
This principle extends to other features like notifications, dictation, and Wi-Fi pop-ups. We've learned that for non-digitally native users, the unexpected is the enemy.
Our redesigned approach boils down to one key insight: non-digitally native users are averse to surprises. Getting lost within a phone can be both humiliating and distressing, as it removes a vital lifeline. For many, new technology is associated with fear and anxiety.
Consequently, we believe that an unexpected experience is the gravest UX mistake for this demographic. While aesthetics, animations, responsiveness, and speed are beneficial, their absence is more readily accepted than unwelcome surprises.
This philosophy permeates not just our software design but also our onboarding process and customer service. We provide comprehensive, easy-to-understand instructions for the basics. More importantly, we actively encourage users to contact us with any issues they encounter.
We recognize that despite our best efforts, users will inevitably push the boundaries of our safeguards and find themselves in unfamiliar territory. To address this, we've implemented two key strategies:
I believe these factors significantly contribute to why Chatsie customers prefer our devices over the Android or iPhone models they may have used for years.
In conclusion, designing for non-native mobile phoneusers requires us to challenge our preconceptions about UX. By prioritising predictability and accessibility, we create a more inclusive and less intimidating digital experience for those who might otherwise feel left behind by rapidly advancing technology.
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