On humanizing technology
What we can learn about product design by looking at the people around us.
In our history as humans, we have relied on each other to get things done. Working together required exchanging ideas, and taking actions that affected one another. Over time we developed expectations around appropriate behavior. The golden rule and other concepts became our protocol for engagement. We would later define this as etiquette, and most of us are guided by this code of conduct as we interact with each other daily.
Enter the computer…
Today, we no longer interact solely with other humans. As new technology develops, we often rely on a computer for a task we used to ask of another person. The products we build provide services for people, but conversations are still required to facilitate those services during these human-computer interactions. Unfortunately, we don’t always speak the same language, so we design interfaces to translate.
Interfaces are conversations between humans and computers.
Although the agent on the other side of the conversation is no longer human, we hold it to the same standards. When it gives us a message we don’t understand, or loses an hour of our hard work, we can’t help but want to smash it. On the other hand, when it helps us accomplish something that makes us feel good, we grow more attached to it.
It seems we can’t help but to personify our technology, and it should come as little surprise that if we look at the products we love the most, they embody the same qualities as the people we love the most:
Supportive
They empower us to reach our goals. When we look back we recognize we couldn’t have done it without them. They’re helpful and encouraging.
Reliable
They’re there when we need them and they never let us down. We count on them to get the job done. We trust them.
Considerate
They anticipate our needs before we ask, and they don’t overload us with information. They go the extra mile so we don’t have to.
For example, when I re-assign a requirement to a different feature in Aha!, before I type anything it looks for features that may be related and suggests them at the top of the list.
Forgiving
They recognize we will make mistakes. They don’t penalize us for them, they help us recover and get back on track.
What’s worse than accidentally hitting “send” on an email prematurely? Google recognized the pain this unfortunate event can cause, so Inbox allows you to “undo” after you hit send on an email. Whew!
These are just a few, but as makers, we have the opportunity to bring products into the world that have these qualities. Similar to raising a child to be a good person, we can imbue our products with the same characteristics we’re drawn to in the people around us. We can ensure that every interruption is gentle and warranted, every conversation is polite and fruitful, and that the lasting impression is one of adoration.
What are some of the qualities you love about the people in your life? How can you incorporate those qualities into your product?