Jeff Buchanan, MSUXD’s Post

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User Experience Design Manager at Duke Energy Corporation

For an organization committed to the practice of user experience design, the Interaction Design Foundation doesn’t seem to value their own ideology. I’ve been a member for years and recently served as a local leader (of which I resigned a year ago and they have yet to remove me from the role). I’m finding their billing processes to be on the verge of questionable UX practices: ·     My membership increased 31% with no notification before billing. I was told that a single notification had been sent a year ago buried in an email with a subject line of “We have updated our Terms of Use, Privacy Policy, and Pricing Structure.” Do they not realize that subject lines such as this are white noise in people’s inboxes and begs to be deleted without reading? ·     To prevent the upcoming charge, the user must contact the main office and have them remove the store payment details. There is no ability for the user to do this themselves. ·     There is also no option to opt out of recurring charges. This is akin the dark practice of subscription services that lure users with trial period in hopes the user will forget to cancel before the period expires.   ·     The user can cancel their membership. However, the user loses access to all materials, content, and account details even though the user has prepaid for the upcoming year. This entices the user to delay cancelling only to encounter the same pain points the following year. ·     User is sent an invoice AFTER the charge has been applied. No notification of upcoming billings. ·     When asked to refund the membership charge, the admin basically responded with “The reason we’re unable to offer a refund guarantee on the renewal of memberships is that we already have a money-back guarantee after sign-up . . . we’d have to charge higher prices if we offered unlimited refunds and that’s why we make our policies crystal-clear, doing everything in our power to ensure members understand our fair terms.” This statement basically has the overtone of: It’s not that our communication and user experience is insufficient, it’s the user’s fault. IDF needs to reassess their membership and billing practices if they want to maintain any integrity in the field. As a hiring manager, I do not look at organizational memberships as having any influence in hiring decisions.  My advice for those wanting to increase their knowledge and break into design, rather than pay a yearly $264 membership fee, there are many free resources, podcasts, and articles that will help you achieve the same results. Image Credits: Bryce Durbin / TechCrunch

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