Or how facial recognition and machine learning systems often favor white people, who are better represented in the data used. Consider how women are more likely to be injured in car accidents because crash test dummies are usually based on men’s bodies. The damage of this natural bias of “what’s good for me is good for all” goes deeper into society-and can have devastating consequences. Without expert help we are all prone to forgetting that a design that’s intuitive to us can simultaneously be confusing to others. This is compounded by the fact that engineers are overwhelmingly white young men and tend to operate under the assumption that what works for them will work for everyone. Instead, students are taught to build things that function technically but not humanely. Absent from required classes, then or today, are the interdisciplinary insights that are essential to designing good things for people. I studied computer science at Carnegie Mellon University, one of the best technology schools in the world. The basics of good design are often ignored in part because technology and design are taught as separate subjects. It’s notable that both of these examples were also foiled by bureaucratic and management incompetence, which is routinely the enemy of good design. Or that the streaming platform Quibi, which raised $1.75 billion, shut down in just six months because it failed to do design fundamentals like identifying a clear problem to solve. Consider how the $2 trillion F-35 project was recently reported as not only being unsafe to fly, but a boondoggle of conflicting priorities and competing goals. Yet decades later, we frequently ignore these experts and their advice. This paved the way for entire professions, including usability experts and user experience designers, that focus on making things so people can use them effectively. When trying to design safer aircraft during WWII, cognitive psychologists Paul Fitts and Richard Jones proved it was the design of cockpits-how different buttons and levers were shaped and positioned-that explained crashes far more than what pilots did or did not do. Nearly 80 years ago, we learned the hard way that when people make mistakes, it’s usually the fault of the technology itself, not the people using it.
Making products that are well designed is not nearly as common as it needs to be. And the Robinhood trading app, designed to encourage users to trade often, misled a young man into erroneously believing he was more than $700,000 in debt, and in his despair he took his own life. Citibank lost $500 million because an internal tool for managing loans was too confusing for employees to use.
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The rollout of vaccines in America was hamstrung by confusing registration websites. Over the last year we’ve seen many shocking examples of tech failure by design. We blame ourselves for these problems despite the fact that the companies that sell these products are responsible. It’s likely you create important documents in the cloud but struggle to find them later.
You probably feel overwhelmed by your email inbox, Slack messages, or phone notifications. If you’re like most people, you’ve accidentally left the mute button on, or off, in a video call.
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