The Human Side of Technology

Behind every man-made thing that we interact with—a door, a digital camera, a
software program—is a person who designed it. In many cases, there are teams of
people, representing everything from the customer view (market research), technology
(product development), to the marketplace (launch, service, and customer support).
So, why are these very things that are supposed to make our lives easier are
oftentimes so difficult to use?

Why is it that whenever I’m in an elevator, I frantically search the control panel for the
Open button, trying helplessly to prevent the doors from closing in someone’s face?
Why is every elevator panel different, even in elevators in the same building? Why is it
that a simple banking transaction, one that has been reinforced for years with deposit
slips, can’t be done at an ATM? Why is it that third-party documentation, how-to
guides, and “Dummy” books fill up shelves and shelves of bookstores? Why can’t
people figure out how to use a piece of software with minimal instruction?
Why can’t people design simple, easy-to-use products for people?

It’s not a new problem. I was recently re-reading a memoir of Charles Lindbergh’s
youngest daughter, Reeve, writing about life with her famous father. So many new
things (modern design) were coming out of the war years, things that were difficult to
use or poorly designed—Lindbergh referred to this trend as “punk design.” Some of
his examples are still with us today—cylindrical flashlights that roll when you put them
down, window cranks on cars that are impossible to turn (although this has been
“solved” with power windows), round tables with four legs rather than three,
decreasing its stability.

Bill Howard, contributing editor of PC Magazine, reports that twenty years of
technology has made computers faster and cheaper by several orders of magnitude.
Billions of dollars have been spent researching usability, but we have so little to show
for it. Although each new release of the Windows operating system has gotten better
and somewhat easier to use, computer technology remains difficult for the casual PC
user. As Howard says, “Indeed, the only solace for the PC industry is in knowing that
virtually every kind of technology—from VCRs and microwaves to remote lawn
sprinklers—is confusing.”

So, what can be done about this sorry state of affairs? Can we stop people from
starting conversations about computers and technology with, “I’m afraid of computers”
or “I’m so stupid, I don’t know how to use this <fill in the blank>.” Yes, but it takes
constant vigilance and a concerted effort on the part of everyone involved in product
design. It involves getting rid of the question marks, to quote Steve Krug, author of
Don’t make me think!, link to book on Amazon a common sense approach to web usability. It takes a focus on usability.

Over the coming months, this column will explore issues of technology, usability, and
the many human interactions that go into researching, developing, selling, buying, and
using products. Stay tuned.