Ting New Control Panel Feedback

Today we launched the new Ting control panel, designed to make managing your account even easier. We really hope you like it!

Has it resolved a problem you had with the control panel before? Great--we want to know. Did we take away something that you loved and used everyday? We want to know that too.

Let us know what you think in the comments below!

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Comments

236 comments
  • The app on my iPhone seems to crash after about 30 seconds or so. I can restart the app and it works but just seems to self close every time.

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  • to: Paul Hewitt,

     

    I think the math is just based on the bucket your are in. So, in your case the math would be 171 min divided by 400 min. This would be about 43%, which looks about right. I don;t work for Ting, so there is a bit of speculation here, but it makes sense.

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  • Hey everyone, the estimate feature has now been added back in. Bear in mind that it will only show at certain points in your bill cycle, so if you're a few days in and you don't see it, don't be alarmed. Cheers!

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  • Well - i see I can click to get the estimate - the old system allowed me to see current and estimate without having to click to change views - will that be put in?  maybe with different colors on the dials? and both dollar valujes at top?

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  • Very good - thx!!

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  • I have to ask, after all this silliness, why was the dashboard changed in the first place?  Really. Whose idea was this, and what specific benefits/advantages was it supposed to provide, and to whom?  How would it help Ting's bottom line?  It seems like it caused mostly problems, and is generally not well received.  So from a cost-benefit perspective, I'm left scratching my head.  Where is the 'win' here?

    I feel compelled to reiterate, from a not-entirely-subjective standpoint (see my previous comments), that I hate the ever-living piss out of the new dashboard.  However, I nonetheless have an objective curiosity about the whole thing.

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  • The goal wasn't to help our bottom line, Mike.  The new design gives us a lot more flexibility to eventually show, for example, your current, average, estimated, and max usage coherently at once (if you choose to show all of those things at once, for example).  The speedometers were great, but had nearly reached the end of their useful life.  We briefly postponed some of the other things we were working on with the new dashboard to focus entirely on getting estimated usage back in there, but more improvements are on the way.

    Our goal is to design and build things that help make it simpler for you to understand and manage your wireless usage and service.  The new dashboard is one step further in that direction.  We're going to keep working on this and hope we're able to convince you with future revisions.

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  • Justen:

    I'm glad that most of what you removed with this re-design initially you have now restored. However, I don't understand some of your statements; they truly make no sense to me. Is there a yet-to-be-disclosed marketing agenda in all this? I'd love to be enlightened.

    You said, "The new design gives us a lot more flexibility to eventually show, for example, your current, average, estimated, and max usage coherently at once (if you choose to show all of those things at once, for example)." 

    I fail to see how those could not have been included in the previous design. Don't circles actually take up more vertical space than half-circles?

    "The speedometers were great, but had nearly reached the end of their useful life." 

    What does that even mean? It's a digital virtual image, not actual mechanical or material parts. It does not wear out. And nearly everyone understood what they meant. I'm baffled.

    Nevertheless, thanks for restoring this to nearly what it was before it got messed up. 

    :-)

    • A slightly-less-satisfied Ting customer

     

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  • Definitely no nefarious marketing agenda driving our UX decisions, Darian.  Speedometers didn't naturally convey the fact that our data, voice, and message levels grow from small to medium to large and so forth.  It was confusing to a lot of folks that one day they'd login and find their speedometer near its "limit" and login the next day and find it back near the start.

    We're working on the ability to simultaneously show you low, max, and average usage (along with estimated) at once based on your preferences.  We're also looking at the possibility of making is so you can set goals and potentially alerts just by clicking on any given areas around the circles.  We'll have more to show soon!

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  • Rob -

     

    If Ting re-designed the dashboard "for us", then put your money where your mouth is.  Set up a simple survey/vote on the new dashboard.  Ask the users what they actually prefer instead of assuming.  You could also have a read through this thread, and ask yourself:  What part of "Most users responding don't like what we did to them" you don't quite understand?

    As for the circles..  They ARE 'trendy'.  They are NOT good functional UI.  Repeatedly copying a bad idea does not make it a good idea.  It just makes it more tedious to eradicate.

    For the record, I'm still calling BS on the marketing agenda.  While it may not be nefarious ("we want to look 'cool' and be popular" - nothing fiendish or malevolent about that), to say this was done for any other reason is a load of crap!

    Now.. if you're really just trying to please your customers, you know what to do:

      1.  Eighty-six this new dashboard (or perhaps offer it as an option to the few souls who might be inclined or who were confused by the speedometers), and bring back the old better one.  See step #5.

      2.  Admit you were wrong.  (hint:  Starts with "We were wrong...")

      3.  Apologize.  A lot.  Really.  (hint:  Starts with "We're very sorry..")

      4.  Add sincerity.  Beg forgiveness.  Actually, this should take the form of something more akin to grovelling.  See #3.

      5.  If you actually intend to perform step #1 with the option to have new or old dashboard, also display a stat that shows percentage of users who've each of the two versions - just as a publicly visible way to show exactly how wrong/sorry you are as per step #4.

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  • Hey Mike,

    We always take feedback from you and every Ting customer to heart.  We solicited input from nearly 30,000 of our customers during the week after the new dashboard's launch, and many shared their ideas, suggestions, concerns, and reactions here in this thread, on social media, and through calls and emails.  We're continuing to improve on the new dashboard design based on that feedback and more recent ideas shared here in the forums and elsewhere.

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  • @All,

    Does anyone have a timeline of dashboard designs? I just signed on a couple of weeks ago and to me, the current dashboard(usage=three dials + lists below) seems fine to me. So I have no point of comparison.

     

    As a customer and as the account holder with multiple lines, this is what I do want and do not want from a dashboard:

    WANT:

    • Easy at-a-glance summary of my usage. The current dials+(x of y) work for the at a glance. They tell me what my usage is at. I would suggest a "historical" view which shows a timeline vertical bar-graph of the previous period and for a customizable period where people can drill down based on days/hours. (If you have operations folk who have monitoring tools, with historical usage displays/etc, that's what I mean.)
    • Easy to access and easy to import into a spreadsheet text/numerical format output so I can track my usage outside of the dashboard. CSV export would be ideal, so I can just load it into my app/service of choice for number crunching and estimation.
    • The current text list of top users for each category of service is good, I want to be able to see at a glance who is the top user. 
    • Consistently displayed data between the web dashboard and the app. Currently, the app displays different estimations than the web dashboard if you have activated and deactivated devices.
    • If there is to be an A/B testing, please let folks opt in and opt out.
    • And API for folks who want to tie their own micro-management/data collection to their account.

    DO NOT WANT:

    • Flash or Java display widgets. Security issues, compatibility issues, and generally slow/bogs down the dashboard without adding much benefit. (I don't see any now, so cool!)
    • All or nothing approach to the design(ie, going all graphical or going purely all text). 
    • Slow or heavy loading interface. 

    To me, the current interface seems fine. But once again, I've no point of comparison. Historical views with both bar graphics and numerical displays below would be nice. As would an export feature. Also, a fix for the mobile app(IOS) so that it displays the cost accurately(do not count inactive devices' monthly fee when they are no longer active). My display(web) shows 3 devices and my mobile app(ios) shows 5 devices. 

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  • Wing Wong -

    This (attached file) s what the old dashboard looks like.  The indicators are intuitive and easy to quickly interpret because (psychology, cognition, culture, HMI science, etc.) at a glance.  Circles are cognitively tasking relative to a 'speedometer-like' gauge.  One of the reasons for this is the scale marks, but I digress.

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  • @Mike, thanks! Ah, I see. There is quite a bit of difference. 

    The size tiers at the top, above the dials would be nice to have in the new dashboard. Gives folks a sense of where they are heading in terms of tiers. I agree the dials are easy to read and spacially, take up less space on the web dashboard page. I don't see why Ting's display library can't just render the current 360' circular graphs as 180' semi-circular graphs and add a dark line to mark the position. It would have space on the layout for sure.

    So, yeah, having seen the old dash, I would agree +1 that a semi-circular with a needle dial would be a more effective communicator of progress of usage as well as be more efficient layout-wise. The current library Ting uses to render the full circle can/should be relatively easy to update to a semi-circle. Having the different tiers listed would be nice as well, as it's more convineint to have it right there vs what I'm doing with clicking the Rates page to see what other tiers there are. 

    Thanks for the post, Mike!

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  • I suggest a change in how the estimates are handled. Previously I would not see estimates until about a week into the new billing cycle. Why not just base the estimate on the previous 30 days, regardless of where you are in the billing cycle. That way, an estimate will always be produced.  Thanks TING!

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  • Wow- and I thought I obsessed about my Ting usage. Get a grip, people.  Let's put some sense to this.  

    I personally agree that you really didn't need to modify the control panel at all ...and I think I slightly preferred the speedometer over the circle... but, whatever.  This is not a big deal. I am already used to it.

    Originally, my only real problem  was the absence of the estimated usage ...and now that that is back it's all good.  Having to click on a link to get it was annoying at first, but now I prefer it because of the added graphics and more detail per device.  

    I get that you have to be into your billing cycle at least a week to make an estimate (this was how it always was). Making an estimate from the usage of just a day or 2 would not only be meaningless, it would be ridiculous. ...and I really don't think you can use the previous billing cycle as a basis for estimating because you are starting over. 

    Again, while certainly not necessary, the changes work perfectly fine... as long as Ting didn't spend so much of their budget creating these changes that it causes a rate increase.

    Still love you Ting.

     

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  • @Mike If Justen is saying that folks were getting confused over the speedometer, all that Ting had to be was to add small text somewhere on the dashboard indicating that the meter will change to the next tier once the maximum of current tier has been reached, or something like that. Problem solved.

    Do you have other images of what it looked like in each account page such as Current Usage, User Alerts, Device Settings, Billing History, etc?

    Now, I think asking Ting to "grovel" is going a bit too far.  I do agree they should be more forward that they were wrong, apologize, be sincere (instad of sounding like a canned response is being used), but telling them to grovel is going too far imho. I am not happy at all with the current dashboard, and usually it's just a vocal minority that will really speak out about it. Ting knows this, which is why they may not really listen to you.

    @Ting to think more of it, if even only 30-40% of customers complain on the thread about the current design -- that's an unusually high number, isn't it? Normally maybe only 5-10% of customers will indicate displeasure. 

    Also, not all customers will admit they don't like the design. They'll just express support regardless of what you do. That's how some people are. So the actual number of users displeased with the design may be higher than actually indicated.

    I really wish there was an option to switch to the old design if one wished to.

    I am positive that making a few tweaks won't simply solve this because I don't like the whole look. I really like Ting's philosophy on its products and services in general and am thankful that Ting exists. The dashboard thing won't make me quit using Ting; but I wish I had some actual control over how the interface would look so I'd enjoy accessing the dashboard the way it used to be. It was there. The template exists (you made a backup, didn't you Ting?). That Ting seems to be unwilling to consider giving users the option of which design to use, even if just temporarily, given the unusually high number of users unhappy with the change speaks volumes.

    Small history lesson: Yahoo! Mail made a series of changes to their Mail interface from the new Classic Mail to its "New and Improved Yahoo Mail" which many users ended up really disliking. It got so bad that even most Yahoo employees wouldn't use it. http://www.webpronews.com/even-yahoo-employees-dont-want-to-use-yahoo-mail-2013-11

    But Yahoo! had learned its lesson from when it had changed the old Classic Mail to the new Classic Mail a few years prior, and offered users a way to switch between the new Classic Mail and the "New and Improved Yahoo Mail" if needed.

    I hope you'll look at what happened with Yahoo! Mail.

    Regardless, thank you for all your hard work.

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  • Now that I've given my input, I'll not worry too much about it anymore.

    I'll just put up with the redesign, which really is a minor thing when taken into consideration that Ting still gives exceptional value. It's not like I look at the page everyday; maybe once every week.

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  • Where are the estimates?

    My billing cycle started on  9th, so there should be estimates by now.............

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  • Exactly my point of using a rolling 30 days for estimates. You would always have an estimate regardless of which day of the cycle you are on.

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  • Not sure why my estimated minutes and megabytes are lower than actual. I've got about nine hours left in the cycle.

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  • Add my vote for the estimated total for the month. Honestly I don't remember much more about the old page, but it seemed like it had more information.

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  • I deliberately stayed away from the dashboard and this thread for several weeks.  After having looked at images of the old dashboard and the new one with fresh eyes, I still have to say the old one was vastly better.  How about just ditching this new disaster?  The Yahoo! analogy someone make a few posts ago was spot on. 

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  • I commented on this thread before that the new UI needs some cleaning up.

    My impression and sentiment were only reinforced today when I had to do some light device maintenance. The constant clicking around, screen bouncing (not remembering I closed the "Nice to meet you!" message), etc. made it an annoying experience. Granted, I do not need to do this often, but the effort to take the current setup and improve on it is minimal (if I had access to the code I'd do it myself).

    Is there a "proper" to send change suggestions?

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  • Where's my average monthly usage?  I liked seeing that to compare the current  monthly usage.

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  • I don't like the way the pie charts convey information. I can tell they are working as designed, but I think the design is not intuitive. The charts measure the percent used of the current bucket, and that doesn't make a lot of sense to do it that way.

    For example, if I'm at 250 MB, I'm in the Medium data bucket of 100-500MB, which is a bucket size of 400MB. So at 250 MB for the month, I've only used 150 MB of the 400 MB available in the medium bucket and the chart shows 37.5% usage.

    But since I'm really at 250 MB out of 500MB that I'm going to be charged for, I feel strongly that the chart should be set to 50% to more accurately indicate how close I am to moving into the next bucket.

    Here's a request that Ting change the charts to more intuitively communicate a meaningful percentage. When I see that I've use 287 MB and my bucket of 500 MB is showing less than 50% used, it looks wrong.

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