Chase Mobile App UX #Fail

Written by rsolberg on. Posted in All, Business, Oped, Reviews

It seems as though everyone has a favorite banking application these days and today my favorite app failed me. In the year of 2013, consumers simply demand convenience from their mobile applications and consumers view mobile apps as an extension of the business whom provides it. It is for these very reasons that Chase and other financial institutions allow you to deposit checks online through their websites or mobile apps.

photoFrom an economics standpoint, the simple ability to take a picture of a check saves consumers time and money. Who really wants to drive back and fourth to the brick and mortar financial institution location, wait in line, fill out deposit slips, and then hand over a check to deposit? I would say NOBODY, but I’m quite certain there are still a few folks out there who you can label as Old School who prefer that face to face involvement with the tellers…

So today when I went to deposit a check into an account, I was surprised that Chase actually limits what you can deposit in a given day and even a given month… Call me New School, but why is this really something that they limit? If you’re depositing bogus checks, I’m quite certain that is a crime that is punishable with hefty fees and some jail time. Is this just a ploy to get frequent depositors to show up in the branch to solicit other services? From a consumer standpoint, I have a check that I’d like to conveniently deposit…

I know, some of you are already thinking it… Must suck to be depositing checks that exceed their online limits, blah blah blah… Before we go there, you probably need to know what their policy is… Per the Chase website, you are allowed to deposit $2,000 per day or $5,000 over a 30 day period. That’s right, $2,000 per day or $5,000 per month. These are numbers that many consumers can easily hit on just a single pay day and force you to visit the institution to make the deposit.

Chase’s policies are clearly in place for a reason, but I have no clue why these numbers are set so low. But this wasn’t even the worst part…

When you use the Chase iOS application, you select the account you want to deposit the funds to, you type in how much the deposit is for, you take a picture of the front of the check and then you take a picture of the back of the check… When you click the Next button, you’d think that it’d either work or fail because of a technical reason… Instead in my attempt earlier today, I was presented with a nice message that I could not deposit the check because it exceeded their policies…

Why did this error message only come up after I spent time trying to take the perfect picture? Didn’t I already input an amount that clearly violated their business rules? From a UX standpoint, they should tell you immediately when an error like this occurs and even prevent you from taking the pictures until the amount is within their policies.

The app will still remain one of my favorites, but when you combine business rules that just don’t make sense with an app that does a crumby job communicating those rules you get just a bit frustrated…

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