Antonio Bertossi

I’m a Design Principal. I design services, craft strategies and make furniture. Dad, too!

[Antonio Bertossi @antoniobertossi]

I just booked a boiler service with @BritishGas and now I’m a member. Well done to the team that built this service! Many steps, relatively complex transaction. Done on mobile, no major issue end to end, and didn’t hesitate. A mundane chore made better. Bravo!

[Antonio Bertossi @antoniobertossi]

@welleasyuk every time I place an order your delivery partner @YodelOnline makes a mess. This time 2 out of 10 jars were broken in transit. You might want to sort this out.

[Antonio Bertossi @antoniobertossi]

@Stansted_Exp Yep, thanks. Will surely do.

[Antonio Bertossi @antoniobertossi]

@Stansted_Exp Please encourage your staff to more kindness and compassion. Really upsetting experience this morning at the airport arrival, 9am. Travelling with my partner and 2 yo child, accidentally bought only one ticket in the rush to London station…

[continues in 🧵]

[Antonio Bertossi @antoniobertossi]

Anyone with an ounce of compassion would understand the madness that is travelling with toddlers. It’s simply unacceptable to be treated like that.

[Antonio Bertossi @antoniobertossi]

I asked your colleague to be more compassionate. It only exacerbated their rudeness. ‘You go through’ - commanding my partner and son - ‘and I’ll deal with him’.

[Antonio Bertossi @antoniobertossi]

@RoyalMailHelp Thanks. I've been already at the phone to your colleagues to escalate this.

[Antonio Bertossi @antoniobertossi]

Spending my non-working day glued to the screen to complete a @lb_southwark Leaseholder Deed of Certificate.

I'm a leaseholder, and I have duties. No issue with that. But I get furious when using poor services.

[Continues in thread ⬇️]

[Antonio Bertossi @antoniobertossi]

@lb_southwark 8. Finally, @luhc I appreciate service areas priorities, but get a content designer on this Deed of Certificate at a minimum. The implications of getting this wrong are very high, and you're putting a lot of unnecessary pressure on citizens.

[Antonio Bertossi @antoniobertossi]

@lb_southwark 7. The fact that as a user I need to write on a form how much I need to pay is, frankly, parochial.
@HMLandRegistry, what if I got that wrong? What if my English wasn't sufficient to decipher the jargon and my digital skills more limited?

[Antonio Bertossi @antoniobertossi]

@lb_southwark 6. Obviously applying for the official Title through Form OC1 comes at a cost. How much?

Let me play the role of the user.

Dear @HMLandRegistry, why on earth do I need to search and find the correct fee to pay to you in order to use your service?

[Antonio Bertossi @antoniobertossi]

@lb_southwark 5. Unsurprisingly, the service to obtain an official Title register is... drumroll... a paper form. So, here we go again, download and arrange for printing.

[Antonio Bertossi @antoniobertossi]

@lb_southwark 4. In order to complete the form, I pay @HMLandRegistry £3 to use their service and obtain the Title register for the property I own.

I then find out that this document is a digital waist. It's not usable as evidence, and I need the "official one".

[Antonio Bertossi @antoniobertossi]

@lb_southwark 3. After uploading the .docx file on google docs, I need to figure stuff out: why am I doing this, other documents I need, how to provide evidence,... The language is circa UK 1964.

[Antonio Bertossi @antoniobertossi]

@lb_southwark 2. The Deed of Certificate is not included in the noticed received today. So I need to fetch one from https://t.co/aW3mvW9okC. I don't have a printer, so I need to sort that one out.

[Antonio Bertossi @antoniobertossi]

Thanks @corywong for spending 596 minutes with me in 2022. I couldn’t stop listening to Golden (tho I prefer The Optimist) #SpotifyWrapped https://t.co/MT14ONCYYU

[Antonio Bertossi @antoniobertossi]

Thanks @lb_southwark, someone came around to secure the room and clear the mess! Also, scaffolding going up. Hoping a roof engineer can check / repair the roof today.

[Antonio Bertossi @antoniobertossi]

Last February after storm Eunice hit London I noticed a leak in one of our bedroom’s ceiling. We’re leaseholders of a flat in @lb_southwark, so we called up the council’s service line asking for help [continues 👇]

[Antonio Bertossi @antoniobertossi]

I’m hoping you can now send some engineer? Like, now? Cause I’m not sure how else to say it, this situation is now very serious and dangerous. The roof needs fixing immediately because it’s going to rain again soon.