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How Google Fi Failed Miserably Because of One Word
UX and CX Design Lessons From A Disastrous Google Fi Signup Experience
A couple of days ago, I left my current mobile carrier and tried to sign up for Google Fi.
Recently, I was doing research for my upcoming 6-month long international trip. From my research, I found that Google Fi is recommended for trips of this nature.
The fact that it has built-in VPN, reasonable all-inclusive unlimited data while roaming overseas, compatibility with iPhone, albeit at lower mobile data speed, and seemingly good reviews from users sold me on it.
It uses the T-Mobile network for iPhone users and offers 24/7 support via phone and chat. It has the Google name on it.
The interface design of the Google Fi app looked amazingly clean and glitch-free, compared to those from other traditional carriers — what a vote of confidence.
I thought the worst case scenario would be that the data sometimes slows down while I’m overseas or I’ll get periodic service interruptions depending on local carriers, but boy, was I wrong.
In this article, I will recount my experience as a customer as well as analyze what had gone wrong in their user experience design (UX) and customer experience design…
