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New UX analysis: How @RobinhoodApp handled their GameStop crisis.
Thread for summary... https://builtformars.com/how-robinhood-handled-a-crisis/
Thread for summary... https://builtformars.com/how-robinhood-handled-a-crisis/
1. As I'm sure you know, Robinhood took unprecedented action and restricted people buying certain shares (GME, AMC, NOK).
This provides a perfect example of why UX matters in a crisis.
This provides a perfect example of why UX matters in a crisis.
2. Firstly, Robinhood hid certain stocks from their search results. 
- This created ambiguity.
- Provided no explanation why.
- Looked suspicious.
- This created ambiguity.
- Provided no explanation why.
- Looked suspicious.
3. Then, they blocked people purchasing those shares entirely, and just showed this message. 
At the very least they should have linked to another resource explaining why they'd taken this action.
At the very least they should have linked to another resource explaining why they'd taken this action.
4. Robinhood then allowed people to buy shares, but disabled fractional shares, and showed this error. 
- They should have clarified if this was temporary.
- Again, where's the explanation?
- They should have clarified if this was temporary.
- Again, where's the explanation?
5. People started complaining that Robinhood were selling their shares for them, and the user couldn't cancel the orders. 
(This is allowed in their T&Cs that you didn't read).
Again, no explanation why—would be easy to fix.
(This is allowed in their T&Cs that you didn't read).
Again, no explanation why—would be easy to fix.
6. Over the weekend people were trying to leave Robinhood, but needed a statement to leave.
Their 'statement download' feature was broken.
Just a basic error without any alternative steps. This just wasn't good enough.
Their 'statement download' feature was broken.
Just a basic error without any alternative steps. This just wasn't good enough.
7. A more detailed breakdown of this analysis was also published in @TechCrunch just now. https://techcrunch.com/2021/02/01/5-rushed-ux-changes/
https://techcrunch.com/2021/02/01/5-rushed-ux-changes/
8. If you enjoyed this, please consider sharing. I spent all weekend mapping together and analysing this mess. 
Full article here, with a newsletter if you want stuff like this directly to your inbox! https://builtformars.com/how-robinhood-handled-a-crisis/
Full article here, with a newsletter if you want stuff like this directly to your inbox! https://builtformars.com/how-robinhood-handled-a-crisis/
9. Oh, and 
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