The UX triangle is supposed to focus a project on the relationships involved in a project and how everything is centred upon the users.
The UX Triangle shows the key relationships and participants in a user experience project. The outer participants are the Business (strategic and corporate), IT services (design, delivery and infrastructure) and Marketing (driving relationships, market knowledge and acquisition). Centred on User Experience (UX) and focused on the User.
It’s almost as if User Experience needs to start from the beginning again, because the essential component is missing in so many critical projects because there is ‘No Budget’.
If you don’t have the budget to do;
user requirements gathering
user concept testing
user prototype testing
then your not working on a User Experience project.
I prefer to do something about situations rather than just complain. So apart from phoning Interflora’s contact centre and getting nowhere, I also used the professional social network Linkedin to contact senior marketing staff about my experience. Below is their response;
Just wanted to update you on the STOP issue you had with our SMS campaigns. We have spoken to our supplier and it seems there was an issue with the system which applies the STOPs to the database. This has been resolved and backdated so that any recipients who unsubscribed during the problem have now been opted-out, including yourself. Please let me know if you have any more issues.
When doing marketing, companies are attempting to motivate people into a relationship with their products or services, in this respect Interflora have been very successful, I am highly motivated. Unfortunately because Interflora’s service is so bad, my relationship is one I don’t want to have, so my motivation is to STOP 60070 them from contacting me.
You would think that after I spoke with someone in a senior position at Interflora they would get beyond lip service and actually act on my bad experience of them as a company rather than do nothing. In fact worse they sent more SPAM to my mobile this morning, Mothers Day discount flower voucher (15% I don’t care if it’s 50% or 75%), useless to me as I will never use their services again, ever.
Last year I arranged several weeks in advance for my wife to get a big bunch of flowers to celebrate our 19 years of marriage. On the day I check when they would be delivered and was assured they would arrive within office hours. They did not arrive and my wife knowing me quite well by now was disappointed, as I was working away from home at the time it created a lot of frustration. We discovered that the flowers were delivered at 7pm to the building security and she got them the next day by going into work on her day off. In response Interflora offered a voucher, frankly a worthless gesture for all the pain that had been caused.
My response has been to never use Interflora again. However Interflora keep sending me unsolicited marketing text messages. I have contacted them three times since November asking them to stop and have used the stop link in the message each time to no effect. Today I got another text from Interflora a company I associate with not caring in the slightest. Would I recommend Interflora? No not even to an enemy, I don’t dislike anyone that much.
I never opted in, I can’t opt out. Interflora what do you think you are doing? Your not building your brand your destroying it, why don’t you listen are you so big now that you don’t have to care about the experience people have of your company?