this post was submitted on 09 Mar 2024
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I get a text every month that briefly stops my heart:
**PAYMENT REMINDERS AND FAILURES: **
Your health insurance premium auto payment was successful.
😠
This is what happens when enterprises don’t hire UX people, which is the norm. Engineers write the software, and then “it works” so it’s done with little thought to what it means to the end user
In my experience, it's usually badly cut processes that lead to this sort of thing. I would bet money that one team is responsible for the infrastructure to send out those messages with that title and another team generates the message texts.
And so, even though it would normally take just a minute to fix that title string, suddenly it requires cross-team communication, potentially even across different organization units or companies. If you don't know one of the engineers on the other team and can write to them directly, there's basically no chance to get a soft issue like that communicated.
Agreed, which is normally why UX teams tend to “float” at many enterprises because there are so many moving parts that they are just like “can we make this message better” and then a product manager has to figure out how many engineering teams need to get involved to change an email message lol