How TwentyFeet Lost My Business

Posted By Debbie on April 29, 2011

Categories: UX/UI

Tags: cancel, social media, ux, website

Wasn’t it just last week I was saying nice things about the website design of Well, I just cancelled their service.

What I didn’t know until I checked my Twitter stream was that it was grabbing info about my account, and publicly tweeting it out.

I’m going to declare that very not cool. OK, I like TwentyFeet’s approach to the look of their site. I showed the site to friends, and zero of them could tell what the service was. I signed up, and I’m still not sure. It just seems to give you some stats on your followers, but nothing I hadn’t seen before. And then, they’re tweeting things out about how my Twitter account is doing?

So I tweeted asking them how to turn that off. They tweeted back about 9 hours later apologising, and sending me to a URL. The URL went to a part of their site answering the question of how to turn off this auto-posting. OK good. But it wasn’t an answer. It wasn’t “go uncheck the autopost box.” It was a video that was over 2 minutes long. I should watch a video about how to turn off something I never wanted on, something that should be an obvious, intuitive checkbox preference somewhere?

You know what was faster and easier? Going into settings, and removing all of my social media accounts from TwentyFeet. Took seconds. Was easy and obvious to find. Completely intuitive! Easily marked links to “Delete this account” next to each Twitter and Facebook account. When I tweeted them this fact, this is what they wrote back, “Deactivation actually is one click. We use 2 minute video to explain how activation went.” Oh jeez. Hands up, who wants to watch a 2-minute video about why a preference you didn’t want set, and can undo in one click, was originally set? That’s going to be very few people, I would think. They then tweeted me again that they rewrote their help file to make it way easier to change this setting. I’d also suggest that it NOT default to on since I think most people would want their Twitter stats private rather than broadcasted.

TwentyFeet made it easier to completely remove my accounts and essentially cancel my service, but not easy to turn off an autopost. UX Fail. When it’s easier to cancel service than to change one simple preference, guess which behaviour you might inspire?