Fairfax Water Customerv0.062

Released January 12, 2021Major

iOS

The latest major update resulted in a 0.36 star decline in average rating, dropping to 1.14 on iOS. Persistent crashes during payment attempts and a lack of native mobile design elements drive a strongly negative sentiment. The current build fails to meet core functional requirements for a dedicated mobile application.

What changed

UXView account details
New featurePay invoices within the app
New featureReview water usage data
New featureEnroll in various programs
UXUpdate account contact information

Reception

25/ 100 impact scoreStrongly Negative

What didn't

New feature
backfired
The introduction of in-app invoice payments correlates with frequent application crashes during processing.
UX
backfired
Attempts to improve account detail views and contact updates failed to address the reliance on a clunky web wrapper, which users identify as a primary source of frustration.

Marlvel takeaways

Prioritize native UI development to replace the current web wrapper, as users report the existing interface feels dated and clunky.
Address technical instability in the payment processing flow to resolve the high frequency of crashes reported post-update.
Increase typography size to improve readability, as the current small font hinders basic navigation for mobile users.

Original release notes

·      View account
·      Pay invoices
·      Review usage
·      Enroll in programs
·      Update contact information