The Bankwatch

Tracking the consumer evolution of financial services

Basic rules for application upgrades not followed by Financial Times today for their mobile app

The Financial Times html5 web app just upgraded on my iPhone.  I say upgraded with some hesitation – the upgrade was anything but graceful.  I will say the end result was positive and I like the upgrade but zero marks to FT for their handling of the upgrade which went like this. 

  1. Without warning one of my icons was duplicated.  The new duplicate icon was a shortcut to a safari link – lets call it icon2.  Now it appeared twice – once in its original location, and now strangely the 2nd location was precisely where the FT app used to reside.
  2. I did a spotlight search for FT and sure enough the OS now believed that icon2 was the FT app.  Yet when I selected icon2 it took me to the duplicated icon1 site.  FT was gone.
  3. I vaguely remembered that an upgrade was coming but had not seen a recent notification and certainly not today.
  4. I deleted icon2.
  5. So now I wanted to re-install the FT app, but I cannot remember how to do that.  A quick search turned that up as app.ft.com.  Everyone knows that, right!
  6. I went to app.ft.com and sure enough the upgraded app installed, and we are back in business.

Relevance to Bankwatch:

I suspect there are many FT users wondering what is going on.  Rule #1 in web/ mobile land is that you must keep users informed as to what is going on with regard to changes to the application.  Who knows, perhaps the app would have self corrected had I done nothing, but like most I cannot do nothing when it has disappeared.  So always keep users updated.

  1. Always provide in-app notifications of impending changes and how to handle it.  If in-app is not built yet, which I believe to be the case with FT, then send me an email.
  2. Tell me approximately when it will happen, how it will happen and what if anything I should do.
  3. in this example also a reminder that app.ft.com is the location to re-install would have been nice.

Full marks for a great upgrade that seems fast, has a simpler interface and is a little smoother in touch reaction.  But zero marks for handling me during the upgrade.

Written by Colin Henderson

February 4, 2014 at 16:58

Posted in Uncategorized

2 Responses

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  1. Ditch FT controlling self styled masters of the universe.

    Sent from my HTC

    The Scot Bicycle

    February 4, 2014 at 17:46


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