Hello!
I thought I’d take a crack at writing on a personal experience where I’ve been let down by a piece of mobile technology (this is going to be a bit rambly as I’m not sure how personal this personal experience is supposed to sound). This took a while for me to think of, since I’m the type to just not use an app or technology if it doesn’t work for me (my ancestors survived without it, so I can too). I found that this experience was pretty recent, as my boyfriend and I took a trip back down to Philadelphia during the first week of September (we moved to upstate NY a few months ago). For navigation, my boyfriend likes to use this app called Waze- I’m not sure what makes it appeal to him more than Google Maps (the weird voices, the logo, the fact that it tells you what traffic lights don’t have cameras?) but since I’m not the one driving (context below) I’m not really going to complain.
So a little bit of context is that I can’t drive, I don’t want to ever learn, and I have an awful sense of direction even when walking. I never paid attention to literally anything going on outside when I would sit in cars so my understanding of highways, exits, merging and etc. is extremely bleak. My experience with Google Maps on my phone is that it will always 100% put me in the wrong direction. Maybe it’s the calibration, maybe I can’t read directions properly, but I always have to leave 20 minutes early if I’m going someplace new.
When driving, my boyfriend will ask me what exits to take, which lane we should be in, etc. while driving on the highway. It took a while for me to understand where on the app to even find this information, but I’ve found that the most infuriating part of the app is that whenever you turn or make any change it takes ages to update and tell you what the next direction is.
“Okay well just read out the list of directions instead.” I get insanely carsick when I read anything in a moving vehicle. No can do.
So we’re on a highway somewhere near Philadelphia’s Chinatown and we’re stuck in a left lane of traffic.
Waze tells us to turn left at some point and I’m extremely confused. Does it want us to drive off the highway and fall? It turns out there was a street right under that were supposed to be on, but because they’re layered on top of each other Waze never realized we were on the wrong path. How did we manage to go on a highway instead of a regular street without Waze realizing? Apparently people complain that Waze lags behind all the time, so that’s probably why.
The reality is just that I suck at directions, so I have to take what I can get. Google Maps likes to point me towards oncoming traffic, while Waze lags every driving direction by 2 minutes (which has made us miss more than enough exits). I have some faint memories of my parents pulling out maps and printed out directions in the past and arguing with one another about where they are, and it seems like that hasn’t really changed much in the last 20 years. Not sure if anyone else has this experience- but just don’t ever ask me for directions!
Not sure what articles to really post, but here’s a forum of people complaining about this issue so you know I’m not crazy.
https://www.waze.com/forum/viewtopic.php?t=344129
Hi Demi,
I loved reading your post. I am for sure a google maps girl but my mom is a Waze type of person. I think a lot of people like the Waze app because of the in app features. For example, my mom loves that when you are driving, this app will tell you when and where a cop is located. It also tells you when a construction site is coming up or even where a pot hole is in the road. In my opinion, these app features are pretty cool, but google maps is just so much more convenient for me to use. It is the same app, but I think google maps is way more compatible with updated roads then Waze. Although I have used both of these apps before, I have never once gotten lost using one of them. They are both very reliable to get me to point A to point B and I am so thankful we have this type of technology at our fingertips everyday.
This blog is not only a well-written & expressed blog but also informative!
The way you explain with examples makes it easy for us to remember your shared stuff for a long time!
I also appreciate Abby Merola for her comment!
Keep it up!
Anish Pandey
Marketing Manager
http://www.dreamwebmarketing.com
Really appreciate the story-telling here. It’s crystal clear the challenge you are facing, reinforced because there are few assumptions that “it just doesn’t work”. I really appreciated your efforts to troubleshoot even though driving is well outside of your comfort zone.
As an EV driver, I’ve come to rely on mapping software more than ever. It’s not because I don’t know where I am going. While most drives are routine, it’s helpful to observe how much energy it takes to get from point A to point B in a variety of conditions. My car uses a different software than Maps, but the Android Auto integration allows me to use Maps or Waze.
I haven’t experienced the same issues with lag or lost signal that you have, but I am amazed at the seemingly random reasons one app will re-route when the other does not or where one will prioritize backroads in certain cases.
When I am taking longer trips, I need to understand this margin for error because my car will automatically route to what it perceives to be the best charging options. Given the nascent state of infrastructure, you need to gameplan those stops in different apps. Understanding the experience and when and when not to trust it is key.
I’m curious what the class thinks of Demi’s POV. Her review as a “non-standard” user still counts against your ratings and word of mouth. Do you design a UX for drivers of all levels, or do you design for your core “loyalists”? Depending on your response, how do you handle a review like this?
Hey Demi!
I really resonated with your post. I don’t like driving, especially in new places. Living in Philadelphia, there are a ton of roads/highways (Lincoln Drive) that I absolutely refuse to drive on. I’ve made too many illegal left turns to get out of that one. I prefer Google Maps – but what bothers me is how user-friendly the website is compared to the app. On the website, you can drag the directions around to find a route you prefer. Since I know my neighborhood so well, there are several times I start directions on Google maps and it wants me to take a horrible route when there are side streets with the same ETA. However, without the prior knowledge, there’s no way around this when using the app. I understand that the app is meant for drivers, who shouldn’t be distracted trying to select new routes, but the capability should still be there for passengers and for drivers to pre-set their route. Speaking to Greg’s comment, I think there should be some sort of in-between in the UX to cater to drivers of all levels. There could easily be a main design that can be altered for novice drivers, similar to the “no highways” option. Additionally, for those who prefer to pre-set their routes (like me), there should be an option to “lock” the route, regardless of if a new route is faster or more gas-efficient. Either way, there’s no reason for the Google maps website to be so much easier to use compared to the app.
Great read! Also just validating because I thought I was wearing the tin foil hat of Google map and Waze purposely trying to confuse me.
Personally, I gave up with Waze because of the delays in updating my location became too much, especially while driving in areas that needs quick decision making. So, I’ve been using Apple maps for most of my local trips because there has been more success in updating the traffic patterns, whereas Google struggles and would leads me to heavy traffic areas or questionable intersections. However, during longer trips like when I’m visiting family in Northern Jersey or when traveling I relay on Google maps for their highway mapping and estimating traffic accidents delay that are a bit further away.
Hi Demi, awesome post.
I use both of these apps when I’m driving but use to be a huge Waze fan and have recently moved over to Google maps.
Like you noted, I think a huge part of the Waze appeal is the fun colors, icons, choice of voices, etc that make it more fun to use a GPS. The problem I have found is that all the cool things that make it fun seem to slow down the app. Every time I go to open the app it takes at least five minutes to open and shows a messaging that says “fetching current traffic trends”… which I’m not even sure what that means. Regardless, I see your point and agree with your points that both of the apps have major downfalls but I do think that Google Maps has a better UX and more reliable information.
Hi Demi,
Great Read! It was very descriptive and I love how it read like a review, I also hope your boyfriend appreciates your efforts of you trying to give him directions while driving when it is clearly not in your comfort zone. I am a Google Maps gal myself, while my mom loves Waze. I am also not a big fan of driving, but I do if it I have too. However, when it comes to driving on the highway, if I don’t have too I pass the wheel off to someone else who is more comfortable. BUT, I am great with directions! I have always paid attention to streets, street names, and signs as a little kid in the back seat as my mom is driving. For someone who doesn’t like to drive, I am really good at reading directions and reading maps.
As an avid passenger seat GPS, I can understand the pressures of trying to read Waze. The fact that is lags can easily make you miss your entrance which not only frustrates us but the driver because they would like to know if they are in the right lane, or what exit they should be looking out for. I guess we should ask ourselves, are the other features that are relevant on the app ( camera lights, cops ahead, etc.) what make the app so popular when we all know it lags?
Hi Demi,
I too have a bad sense of direction, so I can relate. I’m also kind of a bad listener, so I resorted to mounting my phone so it’s eye level when I driving and I literally have to see where I’m turning or I’ll make the wrong turn. However, I swear by Google maps. Even if I know where I’m going, I ALWAYS use Google to help me avoid traffic and road closures. I would honestly give it a 5 star review as typically I get to where I’m going smoothly.
I tried Apple Maps for a bit and found that it isn’t good at avoiding traffic. It seems like they’re trying to get you where you want to go but they don’t care how long it takes (they being the Apple Maps developers).
I was introduced to Waze by my cousin who was pronouncing it “wah-zay,” not sure if she realized she’s saying it wrong yet but I’m not going to tell her. I didn’t like all of the fan fare. It seemed like it was announcing everything but directions. The interface has so many things happening and I really prefer simplicity. I found it super distracting and I’m pretty sure I deleted it after one try.
Hey Demi!
I loved your storytelling! Great perspective and honestly, you present an important user persona to consider! I’m a confident driver now, but I was reluctant to learn as a teenager. I remember feeling very overwhelmed and scared. I avoided driving if I could! (I also get brutally carsick, so I hear you girl! Reading is not possible.) These days, I’m a loyal Google Maps user, but I have Waze downloaded on my phone. I just find the Google Maps interface easier to understand. It’s simple and gives accurate traffic information. The Waze interface has too many icons; I find it distracting and a little confusing! I think they should consider simplifying a little. The loading delays are also very frustrating!
Great post, Demi! I’m familiar with Waze and have used it a handful of times but I prefer Google Maps – I guess because it’s a platform I’m more familiar with. It’s funny because every car I have owned since getting my license has had a GPS system built into it, but I often find myself not using it and rely on Google Maps instead. As far as I know, navigation systems in cars don’t get updated as frequently as Google Maps or Waze so I think that’s why I’m hesitant to use it. I’m not confident that it uses the most up to date route. But I have had similar experiences to yours when it comes to using Google Maps. Sometimes there’s a glitch when using it and the system can’t identify where I am and can’t provide any directions. Other times I’ve gone to use it with limited cell reception and all I got was a white screen which was super frustrating! So, I completely understand your perspective and can also testify that the UX isn’t great at times.
I like Greg’s POV where he called out creating an app for all levels or just loyalists. Personally, I think Google has to create an experience for anyone – standard and non-standard drivers. Even though the core audience is those that drive, the small percentage of non-standard drivers need the app to be intuitive and easy to use. Like Greg also mentioned, this is a negative review against Google and if enough people are addressing the same pain points, then change needs to be made or the brand’s image may suffer.
So funny you wrote about this Demi, I just experience something similar not too long ago. I was traveling home from a work trip with some coworkers, and we pulled off the highway right around Baltimore for gas, and our Google Maps kept sending us in the wrong direction. Like quite literally told us to go the wrong way 8 different times, it was sickening. My coworker was the one using Google Maps so I whipped out my phone and opened up Waze, and sure enough 40 seconds later (which is way too long if you ask me) Waze was leading us in the right direction. For that reason, I always choose Waze over Google Maps (unless it’s a short drive but I don’t know where I’m going), I’d rather use Waze and take some delayed loading time rather than use Google and be led in the wrong direction. But, don’t even get me started on Apple Maps, I refuse and have an active hatred for Apple Maps (not sure why I just refuse to use it)!
Hey Demi,
I used to exclusively use Waze, but I stopped using it because there were a couple of times when I would input the destination and it would take me to the completely wrong place.
I liked using it because it used to be the only map that used crowdsourcing to help other users know where there were speed traps, potholes, crashes, traffic, and other hazards. When you identify a hazard, it tells you later on how many people you “helped” by reporting such hazards, which left you feeling good about yourself that you helped 1,149 people.
One of the other reasons I use Waze was because it would tell me which lane to be in or when a lane was ending. At that time I don’t think Apple Maps had that feature.
Now I only used Apple Maps and Google Maps pretty much interchangeably. My partner exclusively used Google Maps because before we go out, he plans a route of all the places we want to go that day and it helps us know what order to do it in.
Hey Demi,
I remember there was a time my mom exclusively used Waze and nothing else. I cannot tell you how many times she would yell at me for us missing an exit or turn. It’s crazy because I use Apple Maps as an adult driver myself now and I can usually get where I need to go with little difficulty. I don’t know if it’s because of my phone carrier, Verizon, or that Apple has more satellites and cell towers than other navigation systems. I just know I’ll never use Waze again.
I have a similar horror story with an alternative app, Rhapsody. If you don’t know, it is a music streaming app that is secondary in every way except having certain albums or songs Apple and Spotify don’t have rights to. It was very buggy and did not update well with each version rollout. Songs got deleted nightly, and when you have a lot of songs you can’t tell until you’re looking for that one song. It also would not preserve settings, for example, if you pressed to repeat all songs but play them out of download order; that setting wouldn’t apply the next time you opened the app. Rhapsody is another app I’ll never use again.
Hi Demi,
Really enjoyed reading this! Got a good laugh out of it. I have always stuck to apple maps. I think its mostly because for a while (in the old Apple days) you couldn’t delete the preloaded apps on your Iphone. I really didn’t want to have multiple map apps on my phone so I just stuck to apple. Honestly, I have tried using other ones since but don’t like them for some reason. Probably because I loyal to the aesthetic look of Apple Maps.