Hot answers tagged

20

Don't make the message sound like it's coming from a person and make the instructions the last thing the user reads: "#{patient_name}, your consultation with #{doctor_name} is scheduled on #{consultation_date} at #{consultation_time}. Are you still able to make this appointment? YES/NO" This is better because the last thing a person reads in the message ...


18

Never send a human to do a machine's job Ref: The Matrix (1999) Instead of trying to get users to answer a specific pattern, change the message to a reminder, where users who can't make it gets a one click phone call link in the message. No confusion, no wrong interpretation and if users make the call by mistake, it'll be solved within a minute. #{...


7

Simple answer: You can't. Any time we allow open ended responses, there is the risk of getting strings you don't recognize - it's inevitable. Instead of trying to solve it, you should come up with a good solution to mitigate problems that arise from them not entering the correct text. A follow up message asking them to please respond with the correct ...


6

A lot of people use their phone to sign up for services. Having to go to your messages to copy the code and then drop it into the interface can be slower than just going into your email client and clicking on the provided link. I don't think it's fair to assume SMS is quicker, as some people also don't carry a smartphone on themselves at all times (...


6

Both are equally good in terms of security. According to me the first senerio is good enough and adapted one. We are used to first senerio. The second senerio doesn't making much changes and unnecessarily user will confused with the new approch to do things. In terms of UX, the first senerio is much easy and user know this gonna happen. Most of the ...


5

Perhaps you can switch the message to a one answer system. Message might read "Reminder: appt w/ Dr. Abc this Thursday at 2pm. Reply if you CAN'T make it." When we switched to that format for dentist reminders, we saw reply volume drop about 30% (because we didn't have to handle vacuous yes), false responses drop 8% (to 1 in 9 being vacuous), no-show ...


4

It's best to offer both email and SMS sign-up -- some users prefer the control that an email address provides, such as in cases of householding (when a couple or family signs up for an account, and wants a shared space for communications and transactional information.) SMS is very convenient and preferred by the mobile-first generation.


3

A general principle to follow is to provide enough information for a user to identify the known phone number, while restrict others from any unintended use of it. Most commonly, last two digits will be enough to recognize a phone number. Let's have a look how a verification may be implemented. Google provides just two last digits: Yahoo shows two last ...


2

I don't think you can fix the way people respond - you are giving a clear direction in limited characters, which is either misunderstood or ignored. You'll have that. So instead, I suggest you handle "yes," "no" and "other." It sounds like you prefer to stick with yes/no answers, which I understand completely. I wouldn't advertise this new "other" option....


2

If you're making a mobile only application. Then you can do away with passwords and keep the phone number as the only way to authenticate the user. Facebook acquired whatsapp does this and has always been using this method. Only one session of the user stays at any given time. If the user changes mobile phones but has the same phone number, then on re-...


2

If you are displaying text messages on a website, then they should look somewhat similar to the way the look on the phone (by that I mean, bubbles(boxes) on the left, same thing on the right, so that the user can feel familiar with the interface right away. Most messaging or email services group messages by conversation, you click on a conversation, then see ...


2

In many countries this is not really an UX but legal topic - sometimes it is just illegal to send another confirmation message. So check this first. If it is ok to send a message, then do it, but avoid charging the user for the message (this is commonly possible) and tell him about it. e.g. : You no longer recieve messages from 123.com. Note: This message ...


2

I would share my experience with lots of banking, wallet, Social apps which are actually asking for verification via an SMS. Even Apple is sending a verification SMS to its servers before activating iMessage and FaceTime only after you would be able to use 'Handoff' functionality on your phone and Mac. Even I have observed SMS penetration even when calls ...


2

I have to be honest and say I have never liked the idea of verifying mobile phones as a security measure. More places are starting to use this as their sole verification method, which causes major problems for people without mobile phones as there is no way for them to create accounts with some of these providers. I do, however, think it is a perfectly valid ...


2

I think you're simply not being explicit enough about the fact that this is an automated system and that you only want specific words in the response. Please confirm: #{patient_name} is scheduled to see Dr #{doctor_name} on #{consultation_date} at #{consultation_time}. Reply for free with the word 'YES' to confirm or 'NO' to cancel. That is only five ...


2

You should never rely on SMS. Delivery is not guaranteed, and you have no way to determine whether or not it took place. Additionally, SMS is not encrypted, and from a security standpoint, it is not advisable to deliver any kind of private information over SMS or rely on receiving unmodified responses via SMS messages. These factors should precede UX ...


2

For some reason, your user is seeing multiple mobile numbers and you want to obfuscate them. To me best strategy is to compare the options you are going to show to user and obfuscate accordingly. See this example in Python: http://tpcg.io/WlwN71 def obfuscateNumbers(num1, num2, showDigits): num1_obfus = ''; if(num1[len(num1)-showDigits:len(num1)] !=...


2

Some assumptions: a) The target country is India. b) User can choose last four digits. c) The possibility of the first 4 digits to be the same is very high, if the sim card/number is purchased during a certain time period/location. The first four digits identify the network operator and the telecom circle. Now strictly going by the 4 options in the ...


1

"Are there any valid reasons why a user couldn't receive an SMS message in order to complete their registration?" Sure ... Consider the following scenarios: Why should I give you my real cell phone # when I can use the throwaway email address I use for all such service sign ups? Is my phone # critical to the service you provide? If not, you don't get it ...


1

Firstly, I would review the system that sends the SMS and discover the average time it takes for those texts to be sent. More efficient systems send it immediately, others may take a few minutes, other may fail very often. So inspect the quality of the service. Let's say it takes on average, 50 seconds. Give the system a few minutes grace period (I don't ...


1

Most 2FA/MFA apps (Microsoft and Google ones) use 6. I'm imagining this is because people remember 7 items (+/- 2 https://lawsofux.com/millers-law.html) best. Six is the same as a phone number which again most people can remember, but on both the apps I mentioned the numbers are split into two sets of three digits. For convenience, both MS and Google 2FA ...


1

As is common when dealing with user experience and security, this is a balancing act. For the user experience side of it, I'd recommend you read at least the introduction of the Short-term memory article on Wikipedia. Particularly the part that mentions the average capacity is 3-5 items. The upper end of that range might be a sufficient length while still ...


1

The reason to show the user the number he could use to continue is to request if its the number he wants to use. So your goal is to let the user know if its the correct number and for this goal he has to classify it correctly. I guess the most users would classify the mobile phone numbers based on the local code behind the country code. E.g. in Germany the ...


1

I don't think it's a bad pattern to use in particular. It's probably just developed historically to be seen problematic in overall implementation and usability because of rules and restrictions. I think there are a number of factors in play here which add to the reason this has not become a popular pattern. 1) Operators may auto-block SMS containing ...


1

Slight rant here, skip to Adjust your call to action for the actual answer. IMHO, security questions are super gross in terms of UX. It causes a harsh break in the normal flow of authentication and not many designers use them anymore because of the aforementioned UX problems and the user stigma that has built up around them. Security questions make people ...


1

Two-way verifications are much more secure due to using different communication channels. The first path will be better in terms of user experience and security. You need to reduce the barrier Two-way verification cycles can be embedded to sign-up process. SMS for an individual can cost money. If you make your user to pay for your SMS; they can feel that ...


1

I'm surprised that nobody has pointed out that this is wide open to a spoofing attack. Sending an SMS with a spoofed originator (the sender) is incredibly easy and costs very little to do. You can't trust that the message has come from the genuine owner of the number (or even that the number exists at all). The traditional model (where you send the user a ...


1

Sorry to use the answer function, but I don't have enough reputation to comment yet. :( I just wanted to say I really like the 4 step approach that Monomeeth suggests. I'm a huge fan of the KISS principle and this approach seems to fit. The only negative of it that I can see is if you're laying in bed in the middle of the night next to your partner and ...


1

As you have mentioned giving feedback is important and the only way to give feedback when it comes to SMS service is by sending SMS message. Unsubscribing from email newsletter is much easier when it comes to giving feedback - user can get redirected to a simple "you are unsubscribed from our newsletter" page and that's it. The additional fee for getting an ...


1

From a UX point of view, I agree with the other answers given: you cannot rely on customers giving you one of the preplanned responses. You can make it more explicit that they are interacting with a computer, and you can send follow-up messages (possibly at greater expense to the customer, if they are paying for the SMS messages), but some percentage will ...


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