Analysing Customer Reviews

There are plenty of online customer reviews for the EnviR energy monitor. I would guess that the users who left feedback will be outside of the ageing demographic that I'm designing for but any problems, concerns, positive comments or suggestions for improvement would be very useful and could provide valuable user insights.

Positive Feedback

"The unit is easy to install."

This echoes what Peter said during his user test (see previous blog post - User Test 1). Apart from the problem I had with the wire clamp (also mentioned in the negative feedback section below), all feedback on the instructions and setting up the equipment has been positive. I'm still not convinced that an older demographic will find it so easy! 

"...gave some great information on the display."

Again Peter also commented that some of the information on the display monitor was very useful. I'll take this with a pinch of salt until I know what information the target demographic actually want in this type of product.

Negative Feedback

"The jaw [wire clamp] is so big, you can't really put them inside a domestic dist board. A set of small individual clamps or rings, which could be strung on individual circuit wires, would allow much great control of usage." 

I had the same problem when I was setting up the equipment in my flat. The wires were fastened tightly to the wall and could not be safely pulled back. A more carefully designed clamp could be easily designed. This seems to be a recurring theme.

"Basically what was a good product is now complete rubbish due to a lack of good software. Current Cost seem to have no interest in fixing it. There are cheaper and better alternatives."

Comments about this came up frequently. Said software is installed on the users computer and detailed information can be downloaded via a supplied lead. The information can then be viewed on the computer. 

I think there are several issues here:-

1. Although my research is at an early stage, it suggests that an aging user would not want this additional information as it would be confusing (or meaningless as Peter suggested).

2. An aging user may not have a computer and would not be able to access the information if he/she wanted to.

3. If the software was desirable to the target user, it would need a full re-design if it is as unusable as the reviewers suggest - that is out of the project scope. 

After re-design, if possible, all of the important information will be visible on the display monitor. Determining what information aging users want to see will be established during the focus groups.

"The hardware works but the data on screen is of very limited use, you see the temperature (wow) and instant watts and cost (but allows only a single tariff)."

" I find the display poor, after the simplicity of the Owl where you could instantly see how much electricity you were using at that moment, I have to peer at it to interpret the figures."

Two of many negative comments about the information displayed; this is definitely one area I will be looking at improving. Rather than speculating on what information people want to see, I'll get to know the user and hopefully establish this through interviewing and user testing.

Average Customer Review

Which? (which.co.uk): 2.7/5

Amazon: 3.5/5