Do You Have a Racist Website or Mobile App? Ouch! Is your site or mobile app built to cater users from different countries?
In order to provide great and right experience to your users, it is mandatory to ensure that your functionality, contents or languages are well optimized to users from different regions.
Take a look at this, a friend of mine (yes, an Asian/ A Malaysian Chinese) tried to insert her credit card details for online transaction purpose while she was in U.S. It turned out that the system did not recognized her name..
You need not spoil the happy mood of a customer on your site. After spending sometime on the website, one finally made a decision to purchase certain product. “Alright! I’ve made my decision! I’ll grab this to reward myself”, what happened next was you were prohibited to buy your favourite items because of your family name.
“Hey you! Racist Site!”, said the user.
If you can’t make someone happy using your products, at least don’t make them sad or angry. With today’s ease of experience sharing on social media platforms, you don’t usually lost only one customer because of such incident. Of course, the mentioned issue can be retained and ignored by the site owner, provided that there is a very firm business objective behind this web design decision, which I am uncertain of.
Malaysia vs Germany
Not long ago, we conducted a usability testing research with our regional partner in both Asia & Europe to study the differences of an air booking mobile site to users from three different countries: Malaysia (English), Japan (Japanese) and Germany (German).
Below is the infographic that represents the test study, we identified the 3 main usability issues:
- ‘Are You Travelling Yourself?’ – confusing English sentence
- ‘Why still asking for my number?’ – not comfortable to provide phone number
- No result for Country input in airport search
