User Feedback on Performance Issues

Issue (symptom, problem, or question)

"Haha . Did u even READ my feedbCk?

My 5 stars was for the coach.

The app I would give negative stars !!!! "

Environment

iOS, User FeedBack

Resolution

First reply:

"Thank you so much for leaving this feedback for your coach. I'm so very apologetic that you are having performance issues with the Vida App. We are a growing company and appreciate the feedback to better our user experience.

I'm sorry you're experiencing these performance issues and will do my best to help troubleshoot them for you. In order to proceed, I will need to know a few things. Can you please let me know the version of the app you are using, and what mobile device you on are?"

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Client Reply:

"I’m on the latest version already (just checked) and I have an iPhone 8

Still, the app is so SLOW and not user friendly !!

If this was faster and didn’t hang that much - trust me I could have sent so many more pictures to my coach.

By the time I take a pic of what I eat - my food is already cold!

Let alone if I have to send more than one picture of my food logs (cz VIDA doesn’t have the capability to integrate) - I probably don’t have that kind of time to waste if the app is not effective.

Even when I send my weekly assessments: it sucks.

I have to write it on a piece of paper - take a picture of it and send it to her

There is no desktop version of the app !!!!

I would rather u guys launch a good app and service, vs something that takes up so much time and really isn’t worth it at the end of the day

Sent from my iPhone"

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Second Reply:

"I am so sorry to hear that you are still experiencing these types of performance issues with your Vida App, and I have forwarded this feedback directly to our product and dev team. We truly appreciate this feedback because it will help us better develop a more pleasant user experience.

If it's at all possible, could you please try uninstalling the Vida app completely from your phone, and then reinstalling it? This could help with the performance issues you are facing. Your information will not be lost. Everything will still be there once you log back in. In case you need the download link, you can find it here: https://support.vida.com/hc/en-us/articles/228325627

Thank you so much for all of this feedback, and I'm so sorry about the issues you have been facing. Please feel free to reach out directly to this ticket if you continue to have issues. "

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Client reply:

"Yep I reinstalled - still hung once and slow when I tried to send pics this morning "

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We would love to get some additional information from you about your device and the performance issues you are still seeing.

When you have a moment, could you provide the following:

1. Can you confirm the type of device and its current OS version?
2. Can you tell me if you have any accessibility features or settings turned on or modified from the default setting?
3. Do you usually turn on Low Battery Mode when using your phone?
4. On average, can you tell me how many other apps you have open at the same time?
5. Can you open your Settings, into the Apps section and scroll down to Vida and take a screenshot of your settings page and send it to us?
6. Can you tell me how much available storage your device has

Once again, Thank you for your patience and your assistance in helping us troubleshoot this issue. I do believe that with this information we will be able to pinpoint the remaining problems and significantly improve your experience with our app.

Cause

We need additional feedback on how to better develop future builds, and to create a more friendly user experience.

MetaData

https://vida95.zendesk.com/agent/tickets/14350

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