Task 6 (call a contact) was frustrating for some users because they could not figure out the difference between Viber Out call and Outgoing call options - and when they figured out the difference, thought the Viber Out option was unnecessary and were upset at the confusion. In fact, user 2 spent more time looking for a Sticker Market search in all sections and menus of the app than it took him to scroll for the Rude Rider package after giving up on the search. Other reasons were that the sticker market was hard to find (user 4) the stickers were “ugly” and a “nonsensical” idea (user 4) the stickers had to be downloaded (user 6) the default sticker tab was not an option for “most downloaded” (user 2) and there was no search button within the Sticker Market (user 2). A main reason was the confusion over downloading the Rude Rider sticker package and not understanding that they had downloaded it when the app referred them to the Rude Rider game in the app store. Task 5 (stickers) was frustrating for most users for multiple reasons. Further, most users felt that Viber Out was an unnecessary feature. The issue was not only being asked to pay for this feature after attempting the call most users were upset about the idea of “free to download pay to use” features of any app, and would rather they not be an option at all. Task 4 (viber out) was frustrating for many users as they did not want to pay for Viber Out. Lastly, some users were unsure about whether to input their real name or a pseudo name when signing up. Another user was frustrated about giving viber access to his microphone, as he was concerned about giving the app permission to listen in on his private calls (user 4). In addition, one user thought that viber should not have to ask his number, as he had downloaded the app onto his phone (user 2). They felt invaded from the way they saw that viber found all their contacts because they did not understand that they were giving the app these permissions (users 1, 2, 4). In task 2 (signing up), half the users did not like that viber sent the code through a phone call and were frustrated when trying to answer it.
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