Hi everyone! It’s Riikka here, I’m one of the product designers here at giffgaff. Me and my team are working on making goodybags and credit easier to understand and use.
Right now, we’re focusing on situations where our members run out of data before the expiry date of their current goodybag. We’d like to know how that affects members and what would be the best ways to tackle this.
Have you ever run out of (or low on) data? If you have, we’d really appreciate you taking the time to tell us a bit more about your experience!
We’d be particularly interested in these things (you can only answer to some if you want to):
Thanks so much in advance to everyone who wants to help! We want everyone to be on the best possible plan for them, and understanding your experience is a big part of making that happen.
PS: if you’d be willing to have a little chat around this over the phone in the near future, please let me know!
Hello the only things I would like to mention,
its one thing running out of data but it needs a way to stop it using your credit
some networks take you straight to topup/goodybag page to stop your credit going ,
you get the 80% notice fine but then when you run out of data by the time giffgaff update you credit has gone
I am on top of data all time but on help section it’s always causing problems for members
Hi @shabazmoqsud, thanks so much for sharing! Can you remember what made you use all your data on those months? Did something unusual happen, or do you even know why it was?
@riikka_gg one month it was a software update on my phone the other month and more frequently now is use of social media and youtube as my wifi not so good at home currently.
Wrote Do you have any examples in mind of what would be a better solution? Just an earlier notification with a reminder about possible credit usage, or a way to stop credit from going altogether?
i would to see data just stop but that may not suit everyone who are happy to use credit
possibly a message as soon as you reach 100mb something like ( you can now start new goodybag early to avoid credit use )
it would cut cut down on agent referrals loss of credit
Is there anything in general that you’d like to point out about running out of data? Any problems you’ve encountered, any ideas, questions or suggestions you might have?
As a retired IT manager I had no difficulty figuring out what to do when out of data. But its only necessary to spend some time answering Help questions to see that the general public has a completely different experience.
"I topped up my goodybag" is a statement we frequently see there. Every time we see it, it's evidence that the member has experienced a wholly unnecessary problem due to not understanding the difference between a goodybag and PAYG credit. In many cases, the member "tops up" their "goodybag" with a £20 credit but nowhere in the process does it remind the member that adding credit does not buy a goodybag. So after using just a few megabytes of data their credit is zero
"I topped up my credit intending to buy a goodybag" does at least imply that the member understands the difference between credit and a goodybag, but we know immediately that the member has hit the problem that every member doing that will hit sooner or later -- that their phone will use a penny or two of their credit before they are able to buy the goodybag, so their goodybag purchase will fail.
Hence https://labs.giffgaff.com/idea/16712751/encourage-users-to-buy-goodybags-without-adding-credit-first which, if implemented, would stand a chance of catching most of those errors before they happen.