Google Chrome - Saving Debit or Credit Card Details
The other day, I was paying for my postpaid bill through Airtel website. I was in a journey to pay the bill and encountered following screen on Payment Gateway.
I was focused on paying bill through my HDFC - Mastercard. But, I saw a small popup on right side top corner.
It said “Do you want Chrome to save this card?” along with card number and expire details.
First of all, It was unexpected message for me. I immediate thought why should I save my debit card details with Google Chrome and what value it can add. Moreover, I was exploring an option an option “Don’t Save” or “Never”. But, I could not see this option at all on this popup.
I felt that google chrome has saved it already and I do not have control to say don’t save. The question was “Do you want Chrome to save this card?” and ideally it should have minimum two potential options either Save or Don’t Save. But, Chrome only provided one Call to Action - Save in blue color.
This not only leads to painful experience but it can happen that user would just bounce off and customer may not complete the transaction. My assumption is that portal like Airtel would be seeing a bit higher drop off on payment page than other browsers.
- Saving critical information without providing clear context could lead to painful experience. In this case, Chrome asked for saving debit card details and it did not tell how that would help you. Moreover, it does not provide information about security of this personal card details.
- We should have control for actions. In this case, chrome only provided Save option to you. You cannot see Don’t Save or “Never” as another option.
- We should respect privacy and security needs of the user’s critical data and it should be satisfied.
What could have been improvised:
- If Google Chrome wants to store credit or debit card details, they can also provide a bit more details on “how saving card details would help users”.
- Perhaps, they could have simply provided two options Save and Never as they do option in other cases such as Do you want Google Chrome to save password for the Website” and it has two call to actions namely Save (primary) and Never (secondary). Please check example below.
If you find this experience worth sharing then do share with your network. I would like to hear your opinion about this experience. Feel free to write below in comment box.