Customer-centric app experience

This early morning I made what I though it was a big mistake and I was really angry. Instead of hitting the Buy XRP button at the price at $0.4990, I hit it at $0.5160 buying at a higher price, all of this while trading in my Binance web app. This is a rookie and user mistake, originated for the lack of focus in my case, because I was multi-tasking, distracted. What usually happens is that the user loses its money, buying at a higher price when the price was lower, a simple marketing principle that we experience as consumers when we buy products, at higher prices but not realizing that their price could be lower.

I have done this mistake a couple of times this month, and I had to cope with the consequences of losing a few bucks in bad trades. But the big mistake is not only about losing 50 dollars, that it could turn into 500 or 5,000, if I was trading 10x or 100x times, the mistake is losing valuable trading time because I need to wait for the price to increase to $0.5160 if I don´t want to lose that money, and to get back in the game.

But i did not lose that money, the difference was split and I got back automatically the difference in price in BUSD or Binance dollars, the app was smart enough to know that there was a big difference among the current price and a really high price, to put it in normal words, it was smart enough to tell the difference between my mistake and a normal trade. I did not realize it did that, and from my former experiences with the app and these mistakes, I forgot it and got back to my other activities. Then I came back to analyze my trade mistake and that is when I realized that either It was magically fixed or a heavenly power split my trade and gave me my 50 bucks back.

This was not obviously divine intervention but a group of people in charge of analyzing user scenarios, translating it into use cases and adding it to a product backlog for app improvements, rolled out in app updates. This is just one of many cases when a product team is doing a great job at giving support to an application and constantly listening to the user feedback, as well as improving the user experience. This is what many businesses and governments fail to do in their products and services, because requires experience, a well coordinated team and the will to improve and focus the product on the final customer.